Branch Transformation and Safety…A Great Marriage!
- Announcements
- Branch Transformation
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Could the evolving role of the branch actually lead to fewer robberies?
As we think about branch transformation, one of the overlooked benefits in the rush to design-build a customer or member-centric environment is safety. The 2014 Bank Crime Statistics compiled by the FBI recorded 3,879 robberies of financial institutions in the U.S. The breakdown shows 3,430 commercial banks and 312 credit unions robberies are included in the report. The overwhelming majority of the robberies occurred at a branch office. The most common approach used in the robberies was a note or oral command. Nearly 47% of reported robberies involved a firearm or handgun. Needless to say, robberies remain a significant threat for branch operations.
So how can Branch Transformation…the marriage between Design and Technology, change the branch environment to hinder potential robberies? Glad you asked! FBI data shows that premeditated robbers research their target by scoping out the institution or branch paying particular attention to where the teller line is and how money exchanges are performed. For instance, a common robbery scenario involves a note passed to a teller. Per their training, the teller hands over the money and the assailant casually slides out of the bank trying to maintain anonymity.
Fighting back by smiling back.
One key aspect of Branch Transformation involves creating a retail environment that encourages personal interaction between the staff and their customer/member. By engaging the customer as they walk into the branch, conversations take on a completely new meaning. Therefore, many Branch Transformation projects work hand-in-hand with the FBI’s new technique for avoiding robberies called “SafeCatch” tactics. The heart of the tactic is engaging the customer as they walk thru the door thereby taking away the anonymity from a potential robber disarming them with great customer service.
Phasing out the teller window.
The physical components of Branch Transformation often replace the traditional teller line with a Pod System. This change in delivery method encourages staff interaction with customers using a face-to-face posture. An integral part of the system is the cash automation i.e. cash recyclers. In a robbery scenario, the assailant now sees cash being dispensed, not from a teller drawer, but from a machine. Since the cash recyclers are UL Rated as a secure currency container or safe, the staff operating the device needs a passcode in order to interface with the system to dispense cash. This provides the branch staff more flexibility to walk away from the Pod unit to engage the customer/member verses using a teller line, and provides more security.
Path of least resistance.
Robberies and crime are probably here to stay; however, alternative ways of delivering services and technology can greatly reduce a financial institution’s branch from being a target. In yester-year, the teller line’s main purpose was to facilitate a transaction, but with the rapid decline in transaction activity in branches…the teller line is going the way of the dinosaur in favor of alternative approaches to facilitate new interactions with customers.
Vault-less banks?
The latest advancement in branch transformation utilizing interactive teller machines, may finally eliminate the physical opportunity for robberies. However, only time will tell, and history teaches us that robbers have always evolved when desire intersects with ability. Nevertheless, the goal of all financial institutions is to insure a safe and enjoyable work environment for employees, and the goals for many is an engaging environment for their customers. The good news is with the advancements in technology and design both of these goals can now be a reality.
The way branches are used has changed and that change brings safety and engagement into one place.
Still wondering if branches are still relevant? Maybe this will article will help.
New Retail Branch for Bossier FCU
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Company Continues to Be a Leader in Financial Institution Facilities
LEVEL5 has completed the design-build and branding of Bossier Federal Credit Union’s new Haughton, Louisiana branch. The new 3,000 square foot branch is conveniently located at 100 Mid South Loop in Haughton, which is a rapidly growing community just outside of Bossier City. The branch has two drive through lanes and a dedicated drive up ATM lane with night depository.
The branch has a contemporary look and feel and offers high-touch personalized financial services to its members. Jim Perkins, President and CEO of Bossier FCU said, “LEVEL5 has created a wonderful environment for our members and staff. The branch is everything we hoped it would be. Everyone loves it!”
Mr. Perkins said, “We chose LEVEL5 to design-build and brand our new Haughton branch because of the company’s depth and breadth of knowledge, and experience in retail branches. LEVEL5 understands how to integrate new technology and methods of delivering financial services into retail branches that allows us to cost effectively deliver a higher quality of personal service to our members.”
“LEVEL5 exclusively works with community-based financial institutions like Bossier FCU across the country. It is the trust and confidence that these institutions place in LEVEL5 that allows us to continue to be leaders in the design-build and branding of financial facilities across the country,” said LEVEL5’s Mike Colvin, Executive Vice President and Principal.
The view more images of this project click, HERE!
BNA Bank Retail Banking Center
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Bank’s Barnes Crossing Center Is Performing Well
LEVEL5 is pleased to announce it has successfully completed the design-build and branding BNA Bank’s new Barnes Crossing Banking Center in Tupelo, MS. The 3,325 square feet retail facility is conveniently located at 2919 Tom Watson Drive in Tupelo, MS.
The banking center is prominently sited in the southeast corner of Martin Luther King, Jr. Drive (US Highway 45) and Barnes Crossing Road. The well-signed facility contains several unique banking features that facilitates and enhances the way BNA Bank delivers service to its customers. The Bank’s staff no longer has to tend to customer needs from behind the barrier of a teller line. The open plan retail design allows the BNA Banker’s to engage customers at the front door of the center. The universal bankers then provide customized personal service to each and every customer.
Bo Collins, President and CEO of BNA Bank said, “We enjoyed working with the LEVEL5 design-build team on our project. The firm is experienced, easy to work with, knows their business and our business, listened to us, and is innovative and trust worthy. LEVEL5 understands how to integrate new technology and methods of delivering banking services into banking centers cost effectively without sacrificing personal service to customers. We have and will recommended LEVEL5 to other banks.”
Not only did LEVEL5 design-build and brand BNA Bank’s Barnes Crossing Banking Center, but the firm also trained the Bank’s universal bankers to operate within the new retail facility with its Places! training program. This is a unique service that LEVEL5 offers to its clients to enhance the startup and performance of new retail banking centers.
The new banking center has two drive through lanes and a dedicated drive up ATM lane with night depository. The drive through lanes are efficiently operated by two-way audio video service by the same universal bankers that are engaging customers inside the facility.
“It has truly been a pleasure for our team to work with such great community bankers and people like Bo Collins, Mike Staten and the entire BNA Bank Board and staff. LEVEL5 exclusively works with community-based financial institutions like BNA Bank across the country. We cherish the trust and confidence that these institutions continue to place in LEVEL5,” said LEVEL5’s Mike Colvin, Executive Vice President and Principal.
Mr. Collins said, “At this point our new Barnes Crossing Banking Center is performing as well as we had anticipated and we thank LEVEL5 for their efforts to get us there.”
To view more project images, click HERE!