With the rise in online banking, many common transactions that once required a visit to a bank, now take place from a smart-phone or home computer.
This renovation was not just an aesthetic facelift for the dated existing 1980’s neoclassical building, but also a complete overhaul of the interior, reflecting the bank’s change from traditional banking practices, to the current environment of fast paced, mobile, online banking.
The traditional large expansive lobby with typical long teller line was traded in for a universal banking layout, featuring a variety of smaller interaction zones designed to facilitate personalized customer service.
A teller pod with TCR (Teller Cash Recycler) takes the place of the traditional teller line, allowing bankers to greet walk-in customers, assist them directly, and if needed, direct them to an informal consultation area, a new accounts area with electrochromic “switchable” glass for additional privacy, or even to one of the perimeter offices for maximum privacy.
Realizing that it can be difficult for customers to schedule a bank visit during a normal 9-5 business day, an after-hours vestibule was created. At the end of normal bank hours, a sliding glass panel wall moves in place to section off the entry vestibule from the remainder of the bank, creating an after-hours banking area. This area features an ITM (Interactive Teller Machine) that allows customers to video chat with a live teller and make transactions until 7pm.
In addition to upgrading the space for the day-to-day customer service operations, additional administrative offices were added, as well as ADA compliant restrooms, an employee break room and a large conference room for training and all branch board meetings.
Finally, in response to the high demand for quick drive thru transactions, the old drive thru window, drive thru teller area, and island ATM were removed. In their place, two new drive thru ITM’s and a drive thru lane with space for a future ITM, were added. These ITM’s, similar to the after-hours vestibule, provide typical ATM functions, as well as video chat with a live teller, allowing customers to talk with a teller on-the-go, even after normal bank hours.