High-tech meets high-touch
Clients who walk into Bank of America's Lake Grove Financial Center these days won't see a teller counter — at least, not right away. Instead, they'll find specialists who can offer financial advice, discuss their savings goals or help them apply for a home or small business loan.
Tellers are still available at the back of the bank — but changes its to that's redesigned building, says Nathan Nguyen, Bank of America's regional sales executive for Washington and Oregon.
"More and more, our clients are choosing to use alternative forms of banking," such as online or mobile systems, he says. "We as a business are adapting to our clients' changing behaviors."
In the past, Nguyen says, clients visited banks for mundane transactions such as deposits and withdrawals. Now, technology has enabled consumers to conduct those transactions from the convenience of a computer, tablet or smartphone; Bank of America currently has 22 million mobile users and 33 million online users.
But the bank still has plenty to offer its clients, he says: "Our changes make our financial centers destination centers."
In the renovated building, which celebrated its grand reopening in April, every element is designed to encourage accessible conversations with home loan, small business loan and investment specialists.
Clients who visit the center also have access to a digital bar to help them get acquainted with the bank's mobile and online tools. They can use the Bank of America app to manage their budget or schedule an appointment with a specialist.
It's all part of the bank's "high-tech, high-touch" philosophy — providing convenient tools and personal service.
The Lake Grove Financial Center's renovation is part of Bank of America's national plan to renovate 1,500 of its existing financial centers and open 500 new ones to meet the evolving needs of its clientele.
"We're a very client-focused company," Nguyen says. "We're here to help our clients meet their financial goals."