Trang Hawks is based at the Green Campbell Lane branch in Bowling Green, Kentucky.
Key takeaways:
Trang Hawks has built a reputation for exceptional customer service by helping immigrants and non-native English speakers navigate banking with empathy, patience and financial education.
Drawing on her own experience as a Vietnamese immigrant, Hawks takes a personalized approach to understanding customers’ goals and connecting them with solutions that support long-term financial stability.
Personal challenges, including her husband’s stroke and advocating for her son with autism, have strengthened Hawks’ belief in financial preparedness and deepened her commitment to helping customers plan for life’s unexpected events.
From first bank accounts to paths out of debt, Trang Hawks focuses on putting the puzzle pieces together
On most days at the U.S. Bank Bowling Green Campbell Lane branch, the customers walking in the door reflect the city’s growing diversity.
“Some customers call it an international office,” said Trang Hawks, a customer relationship consultant at the branch. “You see people from different countries and backgrounds — and for many, English is their second language, or they don’t speak it at all.”
That variety is also what Hawks loves most about her job — and why she makes it a priority to meet people where they are, whether that means using translation tools, leaning on community support or just slowing down and walking through the basics.
“It starts with simple things — opening an account, deposits, withdrawals,” she said. “But from there, a lot of people really want to learn. They want to understand how banking works, how to be financially stable, how to build a better life here.”
Taking the time to understand goals
After hearing repeated recommendations from people in her network, Ana Sancristoful met with Hawks earlier this year to get her advice on sorting out the accounts for two of her businesses and her personal accounts.
Sancristoful said she was impressed with Hawks’ patience, knowledge and ability to clearly talk about different kinds of financial products that would work for her situation. Since then, she has recommended Hawks to at least 10 of her friends.
“She’s incredible – she knows so much and explains everything so clearly,” Sancristoful said. “I feel comfortable introducing people to Trang because I know she’s going to provide the best service possible.”
It’s not unusual for new customers to come into the branch because they were advised by friends or family to seek out Hawks for financial advice, said Angela Dossey, the Campbell Lane branch manager.
"Our branch serves many customers who are immigrants or new to banking in the U.S., and Trang has a deep, authentic understanding of the challenges they face,” Dossey said. “She leads with empathy, patience, and respect, taking time to explain financial concepts clearly and ensuring customers feel comfortable asking questions. What resonates most is her relatability and sincerity. Customers see themselves in her journey and feel reassured knowing she truly understands their experience.”
‘It was like the job picked me’
Hawks understands what it feels like to build a life in a new place — because she’s done it herself.
Originally from Vietnam, Hawks came to the United States in 2009 as an international student and earned her MBA from Western Kentucky University. Like many job seekers during the recession, she struggled to find a role in her field and worked in a restaurant while applying broadly.
“I never thought I would work at a bank,” she said. “But it was like the job picked me.”
Hawks joined U.S. Bank at the Bowling Green branch as a part-time teller — and she’s been there ever since, growing her career in the same community she now serves. She thrives in the fast-paced environment, with a diverse mix of customer needs coming through the doors.
“She is often the first to step in when lines grow, when customers need guidance, or when teammates need support,” Dossey said. “She keeps operations moving smoothly while still delivering thoughtful, thorough service."
Solving a puzzle every day
Ask Hawks how she approaches the work and she doesn’t start with products or processes. She starts with people.
“I’m really passionate about people,” she said. “I try to uncover needs and see what solutions we can have to make a difference.”
Hawks described her mindset as “perseverance and purpose,” shaped by her own experiences and a determination to keep moving forward even when problems are complex.
“I feel like I’m solving a puzzle every day,” she said. “People come in with different pieces of their financial story — goals, challenges, past experiences. I help them figure out what might be missing, and then we put those pieces into a plan. When they see everything aligned, they feel better. They feel like they can breathe.”
It’s a metaphor that resonates for customers facing everything from day-to-day stress from debt to moments that can change a family’s future — like understanding what their big financial goals are, where Hawks said listening can be as important as the paperwork.
“Sometimes you’re not just providing solutions — you’re also something of a therapist,” she said. “You have to listen, understand what’s really happening and help them take the next step.”
Staying grounded outside the branch
When she isn’t at work, Hawks channels her energy into creative projects — often late at night, after her family has gone to bed.
She paints, makes earrings and builds collages from unexpected materials, she said. One of her collage pieces, created with magazine paper and repurposed items, won first place in a local art competition.
The drive to create is personal, she said. In 2022, Hawks’ husband experienced a stroke at age 35. Around the same time, she was navigating major family responsibilities, including caring for a young child and supporting parents who had recently moved to the U.S. She also became an advocate for her son, who was later diagnosed with autism and now receives support services.
The experience reinforced the importance of preparation — and, for Hawks, deepened her commitment to helping customers plan for the unexpected.
“If I didn’t take the steps I did before, I would be on a different path,” she said. “Life can happen. I want customers to be prepared so they can have a better outcome when significant events come.”
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