As we slowly transition back to an environment that allows customers/members to enter financial buildings, FI’s are faced with two very different challenges:

  1. Providing a safe physical environment for both customers/members and employees.
  2. Providing digital channels for those that are still hesitant to enter a branch.

When financial and retail outlets re-open, the public will be expecting to see controls in place to minimize any contagions. Below are some branch operations items to consider as you welcome people back to your physical locations.

  • How often will the branch facilities be cleaned and sanitized? Will branch employees be required to assist? Will you contract with a cleaning company for more extensive cleaning?
  • Will branches need a barrier to reduce exposure between employees and customer/members?
  • Are masks required for the employees?
  • Do offices and waiting areas need to be re-configured to meet social distancing guidelines?
  • Will the FI need to establish the 6 feet markers in the lobby to ensure distancing between customers/members in queuing areas?
  • Will hand sanitizer dispensers be accessible at teller stations and in common areas?
  • How will you control congregating of customers/members in lobby on busy days to maintain social distancing protocols?
  • Do all branches offer drive-up ATM’s or ITM’s? Are they utilizing their full capabilities to provide enhanced services?

People will also need to feel confident that you are providing on-going access to their accounts via digital channels that will reduce or eliminate the need to visit a branch and conduct face-to-face transactions.

  • Does the FI provide digital new account opening to reduce branch visits to accomplish this?
  • Does the FI have an effective channel for customers/members to contact their FI and speak with a knowledgeable service representative – thereby eliminating a visit to a branch? What hours are available, and would extended hours increase service to the customer/member?

While the need to adhere to social distancing recommendations may not be needed indefinitely, now it is imperative to be diligent. Communicating your dedication to their physical and financial health, and the steps you’ve take to do so is key. Make sure to use all options available to you – branch signage, website, social media, etc.

By Scott Randall, Regional Vice President