Krough: Compliance With a Customer Focus
Erin Krough is passionate about serving customers and supporting her team in her role as vice president, senior retail officer, deposit compliance officer and BSA analyst at Pinnacle Bank. She believes every role within the bank is ultimately a customer service role and values the opportunity to step outside her office or take a phone call to help customers when the situation arises. Krough takes pride in her Colombian heritage, with family roots tracing back to Pereira, Colombia, where her maternal grandparents met and started their family before moving to a small farm in Iowa. Outside of work, she enjoys reading and spending time outdoors with friends and family, including road trips and camping throughout northeast Iowa and warm days at Rathbun Lake spent skiing, tubing and wakeboarding. 
What’s something ABOUT YOUR ROLE PEOPLE MIGHT NOT EXPECT?
Some may consider my role a back-office position, dealing with compliance and coaching my team; but it is still very much customer facing and service focused. It is my belief that every role within the bank is a customer service role, and I am happy to step out of my office or take phone calls to assist customers when the situation arises.
What’s the best piece of career advice you’ve ever received?
I recently attended the CSI Conference CX26 in Denver, Colorado where I had the opportunity to listen to a presentation by Molly Fletcher, a sports agent & CEO of Game Changer Performance Group, and several of her concepts resonated with me. The core concepts explored within her presentation were mindset, curiosity, connection and boldness. Viewing obstacles as opportunities (mindset), anticipating the “gaps” and inventing ways to meet them (curiosity), being present and intentional with your energy (connection), and never becoming complacent and instead leaning into discomfort because that is where true growth happens (boldness). If any of these topics interest you, I would encourage you to check out her book, Dynamic Drive.
If you could instantly become an expert in one thing, what would it be?
Gardening — I lack a green thumb but would love to be less reliant on the grocery store and be able to grow my own fruits and vegetables.
what’s an interesting or lesser-known fact about you?
I am one-fourth Colombian and still have family that live there. My maternal grandfather was doing construction near Pereira, Colombia when he met and fell in love with my grandmother. They were married and had their first child in Colombia before moving back State side to a small farm in Bangor, Iowa where my mother was born.
What do you do outside of work to recharge?
Outside of work I like to read and spend time outdoors with friends and family. My family and I enjoy road tripping and camping in Northeast Iowa where you can find us around the West Union, Decorah and Guttenberg areas, while my friends and I prefer to spend time at Rathbun Lake in Southeast Iowa, catching rays and trying not to hurt ourselves skiing, tubing and wakeboarding.