A microphone isn't going to scare me.” Hannah looked between them, then asked whether she ought to have brought her employee handbook. Simone assured her that the investigators had the relevant policies and that she should answer only what she personally knew. The aim was to establish facts, not force a nervous teller to carry the burden of proving a whole institution had failed.
Across the hall, Sloan Mercer stood before a mirror adjusting the brooch on her jacket. Trent had accompanied her to headquarters but spent most of the journey checking messages from people who had recognized him in Malik Turner's video. Everett Thornton greeted them outside the conference room and assured Sloan that the board appreciated strong performance. He warned them that an additional conduct review had appeared on the agenda but said it was probably a procedural response to the public attention.
“Added by whom?” Sloan asked.
“By the board chair at the request of a shareholder,” Thornton replied. “The largest one, apparently.” Sloan gave a dismissive wave. “A private holder who's never come to a meeting?
He won't show up today either.” Thornton checked the time and said, “Let's hope not, because the agenda is already crowded.” He did not mention that the audit director had requested the original complaint records from his office three times without receiving a reply.
The boardroom held a long walnut table surrounded by dark leather chairs. Catherine Avery sat at its head, with six directors on either side and the bank's general counsel, compliance director, and corporate secretary at a separate table along the wall. A screen behind her displayed the agenda, where item seven read Main Street Branch Conduct Review. Nora Carter, the corporate secretary, had a digital copy of the surveillance recording and a carefully cataloged set of exhibits ready to present.
Sloan entered with Thornton and Trent, smiling as she passed the directors who had praised her previous reports. She placed a binder at each seat and arranged a stack of glossy photographs showing the lobby decorated for the bank's anniversary. The pictures revealed polished wood, cheerful employees, and carefully placed flowers; none showed the side window at the back. Sloan settled into her chair with the assurance of someone preparing to receive an award.
After the routine financial reports, Catherine turned to item seven. “The Main Street branch,” she said. “Thank you, Ms. Mercer. Please begin with the conduct and service data included in your annual review.” Sloan rose and approached the screen, smoothing her jacket as she did. She had rehearsed the presentation until the words felt effortless.
“Main Street is the cleanest branch in the region,” Sloan announced. “Record deposits, zero incidents, a premium customer retention rate well above target, and a lobby our best clients are proud to walk into.” She gestured toward a chart displaying a green line climbing steadily across the quarter. “Our success comes from firm standards and an ability to identify the customers most likely to build long-term relationships with Harbor Trust.”
A director named Walter Kim studied the chart. “And what exactly do you mean by identifying customers?” he asked. Sloan smiled. “Prioritizing service levels appropriately. Our strongest clients require attention, and our staff knows how to distinguish routine transactions from unusual situations.” Thornton nodded approvingly, as though the answer confirmed everything he had encouraged her to do.