Page 18 - BusinessWest March 20, 2023

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Branching Out
Chase Bank Continues Ambitious Growth Plan in Springfield
BY JOSEPH BEDNAR
[email protected]
Oumkar Tobaran says the human element is critical in banking even amid the rise of online and mobile tools.
At a time when a bank’s customers can conduct business from anywhere with a few clicks, dramatic branch expansion may seem outdated.
But it’s not, Ali Zaidi said, explaining why Chase Bank is look- ing to double its presence in Massachusetts over the next several years, starting with the opening of a downtown Springfield office on March 7.
“When you think about the important life events that customers go through, whether it be retirement planning, buying a house, or the birth of a child, people still have an appreciation for that face-to- face conversation. That makes an impact,” said Zaidi, Chase’s mar- ket director for Western and Central Mass. “And about 75% of our customers that have balances with us still come to the branches. So, clearly, the customers are telling us they would love to have that face-to-face interaction, especially with complex life events.”
Oumkar Tobaran, branch manager for the new location in Har- rison Place — which has a long history of housing banks, including Third National Bank and, in recent decades, Bank of Western Mas- sachusetts and People’s United Bank — said the human element is critical.
“With all the technology and innovation we have, think of the amount of things that we can go on our phones to do on a daily basis,” he told BusinessWest. “But the minute something doesn’t go right or the minute you need support or additional advice on some- thing, we want to show that customer service matters, with a physi- cal presence.”
The branch is Chase’s 38th in Massachusetts since opening
“About 75% of our customers that have balances with us still come to the branches. So, clearly, the customers are telling us they would love to have that face-to- face interaction, especially with complex life events.”
18 MARCH 20, 2020 << BANKING & FINANCE >> BusinessWest