Popular Community Bank Expands New Retail Branch Experience
March 30 2016 - 12:20PM
Business Wire
Newly Opened Madison Avenue Branch in New York
City Is Part of the Bank’s Retail Branch Transformation and
Delivers New Technology and Enhanced Customer Engagement
Popular Community Bank, a subsidiary of Popular, Inc. (Nasdaq:
BPOP) and one of the nation’s premier community banks, today
announced the expansion of its high tech branches with the opening
of the 285 Madison Avenue location in New York City. The Madison
Avenue branch, between 40th and 41st street, is part of Popular
Community Bank’s retail network transformation, a major initiative
aimed at enhancing a customers’ experience in the branch.
The Madison Avenue branch opening is part of Popular Community
Bank’s retail branch network transformation designed to deliver
enhanced customer engagement. This branch is driven by technology
and a high personal touch delivered by onsite experts. These
digital bank branches allow customers to define their methods of
interaction and when, where and how they want to conduct their
business.
“Popular Community Bank is constantly searching for new ways to
deliver a positive customer experience. We’ve enhanced our
in-branch experience to enable a complete view of the customer
journey and ensure that all customer touch points work in an
integrated fashion,” said Manuel Chinea, COO of Popular Community
Bank. “Our focus is to deliver enhanced customer engagement as well
as service their needs effectively and quickly. We have taken into
account the behaviors of our customer segments and have built a
customer experience around their lifestyles.”
The technology-based branch allows customers to “check-in” with
a digital concierge to access different service categories:
Managing Money, Investing, Borrowing, Service and other reasons for
the visit. The concierge guides the customer on how to best
leverage EasyDeposit ATMs, mobile and other in-branch self-service
tools to expedite the visit. It also has the ability to address
more complex banking needs such as financial planning or lending
requests by getting the right product specialist in front of the
customer.
“We are excited to leverage our technology and high touch
approach so we can provide solutions that guide and adapt to
customer actions and communication,” said Paul Mak, Popular
Community Bank’s NY Metro Region Executive. “Our retail and
business customers have given us positive feedback and we continue
to see the number of transactions rise.”
The first of these branches was introduced at 2121 Avenue U in
Sheepshead Bay, Brooklyn, New York City. The transformed branch
banking experience is now being implemented across other Popular
Community Bank branches. The new technology branches have increased
transactions by 24% in the last few months. Through 2016, 13
branches are scheduled for conversion as part of the retail network
transformation initiative with the goal of transforming the entire
branch network in 2017.
Through Popular Community Bank’s digital branches customers now
have access to a powerful combination of fully trained subject
matter experts that understand their needs with technology,
allowing the bank to leverage the strengths of each channel to
effectively engage them. The branch has:
- Check-in Kiosk - customers can answer a
few simple questions relating to their visit.
- Community Boards - features local event
photos to branch staff bios, a live stream of the bank’s social
media posts and enables community connectivity.
- Solutions Center - customers can spend
time at the branch, enjoy the free Wi-Fi and learn more about
Popular Community Bank’s products and services, access account
information and perform online banking transactions using the
tablets provided by the bank on site.
- Teller Pods - enhanced with cash
recyclers designed to efficiently service retail and commercial
clients. These easy to use kiosks help reduce transaction times
which allow the customer to focus on what really matters to
them.
Popular Community Bank has recently rolled out other technology
initiatives including EasyDeposit ATMs, Mobile Deposits and Mobile
Cash using a Smartphone.
(Note: Branch images are available here.)
About Popular Community Bank
Founded in 1893, Popular, Inc. (NASDAQ: BPOP) is the leading
banking institution by both assets and deposits in Puerto Rico and
ranks among the top 50 U.S. banks by assets. In the United States,
Popular Community Bank has established a community-banking
franchise providing a broad range of financial services and
products with branches in New York, New Jersey and Florida.
Popular Community Bank’s services are available at branches and
online at http://popularcommunitybank.com. Banco Popular North
America is a Member of the FDIC and operates under the assumed name
“Popular Community Bank” in the markets in which it operates. For
customers seeking more information, call 1-800-377-0800 or email
popularnet@bpop.com. Find out about the community service of
Popular Community Bank on Facebook at
www.facebook.com/PopularCommunityBank. ©2016 Banco Popular North
America. Member FDIC.
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version on businesswire.com: http://www.businesswire.com/news/home/20160330006052/en/
Popular Community BankGabriela Maldonado,
787-217-8522Gabriela.Maldonado@popular.com
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