Page 21 - BusinessWest July 6, 2020

“I don’t think anyone was ultimately prepared for this; we were scambling,” he said, explaining that many retail personnel in the branches began cov- ering the phones, often from home. “Within two weeks, 70% of our staff was working from home. That’s when the chaos evolved into routine.”
Like the other institutions we spoke with, UMassFive didn’t close complete- ly, staying open by appointment for services that couldn’t be done remotely, from notary signings to certain loan closings to instant-issue debit cards. The week Kump spoke with Business- West, the credit union was operating a soft opening of sorts before announc- ing a shift to walk-in business.
Day recalls a similar experience.
“In that first week, everything was shutting down, and people were say- ing, ‘you’re a bank. You can’t shut down,’” he said. But Florence transi- tioned to drive-up service where pos- sible while witnessing an expansion of remote banking — as well as phone- call volume that was up 100% early on.
“We helped a lot of people transi- tion to mobile and computer options. People have used the drive-ups. We opened the lobbies for people who needed to do something in person.
We went out to cars in some cases,” he recalled. “You couldn’t come and go as you wanted, but we never really closed. If you called and the only way to do something was in person, we did it in person.”
Still, the sudden, in many ways forced expansion of remote banking is just an extension of where the industry was already headed, Day explained. “We had already seen trends toward online, mobile, people doing much more on their computers and phones. The pandemic just really accelerated that.”
Scully said the transition to employ- ees working remotely was one of the easier shifts.
“It wasn’t that difficult for us. We had all the technology in place that allowed us to immediately have all our non-branch staff working remotely, lit- erally overnight. So that fell into place nicely for us; we didn’t miss a beat. Business was never impacted.”
For example, he said Country pro- cessed about 450 Paycheck Protec- tion Program (PPP) loans remotely, while Zoom calls and Webex meet- ings became the order of the day. It has worked so well, in fact, that non- branch employees will continue to work from home until Aug. 31, even as branches begin opening up this week, which is a boon for parents still uneasy about — or unable to access — camps and day-care services.
“We closed a day or two before other banks, just recognizing what
was happening, and moved people to drive-up or leveraging technology,” he said, noting that lines were sometimes long, but customers were able to access the services they needed, in some cases using interactive teller machines
“Customers, just because of the nature of the pandemic, with people staying at home, started exploring technology. An amazing number of people are using technology who, for a
Branch of the Future
All this enhanced technology goes hand in hand with what many bank- ing leaders say is an evolving role for branches.
Branches are certainly needed, said Jeff Sullivan, president of New Valley Bank, which is opening a new branch on the ground floor of Monarch Place in downtown Springfield this summer. Like every other area bank branch,
it will stress pandemic safety, with a mask requirement, six-foot distancing, and glass partitions between custom- ers and employees.
But it will also reflect a move toward
PAUL SCULLY
number of years, fought it.
”
(ITMs) at two locations.
“We’ve walked a lot of people
through the technology, and the cus- tomer care center reached out directly
to help them. We had curbside service at some locations, and we also used that as an opportunity to talk about technology.”
Adrian Levsky
<FA name>
recognized for
recognized for
standout performance
When a financial advisor goes to great lengths in every way to help clients pursue
standout performance
Named to the Financial Times 400 Top Financial Advisers list for 2020
Named to the Financial Times 400 Top Financial Advisers list for 2020
ubs.com/tteam/w/teinaemrlnevasmkyegroup
When a financial advisor goes to great
what matters most, it’s no surprise that
lengths in every way to help clients pursue
people in the industry notice.
what matters most, it’s no surprise that people in the industry notice.
Adrian earns clients’ confidence with tireless
effort, quick understanding and keen insight,
<FA first name> earns clients’ confidence day in and day out. We appreciate all of the with tireless effort, quick understanding clients who recognize that dedication.
and keen insight, day in and day out. We
appreciate all of the clients who recognize
Join us in congratulating an outstanding
that dedication.
UBS Financial Advisor, and please reach out
anytime to discuss and how our approach
Join us in congratulating an outstanding
can help you create the future you have in
UBS Financial Advisor, and please reach out
mind for your family.
anytime to discuss and how our approach
can help you create the future you have in
mind for your family.
Adrian J. Levsky, CFA, CFP, CPWA
Managing Director – Wealth Management
For more information, call:
Senior Portfolio Manager
Wealth Advisor
FA Name
Winer Levsky Group
Title
UBS Financial Services Inc.
One Monarch Place, Suite 1400
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SUpBriSngFfiinealdn,cMiaAl S0e1r1v4i4ces Inc. 4A1d3d-r7e8s5s -4982
Address
Address
123-456-7890
The Financial Times 400 Top Financial Advisers is an independent listing produced annually by the Financial Times (FT). The FT 400 is based on data gathered from advisors, broker- dealer home offices, regulatory disclosures and the FT’s research. The listing reflects each advisor’s status in six primary areas: assets under management (AUM), asset growth, compliance record, experience, credentials and online accessibility. This award does not evaluate the quality of services provided to clients and is not indicative of this advisor’s future performance. Neither UBS Financial Services Inc. nor its employees pay a fee in exchange for inclusion in the FT 400. In providing wealth management services to clients, we offer both investment advisory and brokerage services, which are separate and distinct and differ in material ways. For information, including the different laws and contracts that govern, visit ubs.com/workingwithus. UBS Financial Services Inc. is a subsidiary of UBS AG. Member FINRA/SIPC. © UBS 2020. All rights reserved. IS2000983 Exp.: 02/28/2021
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