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With the surge in coronavirus cases continuing, some Massachusetts banks and credit unions have once again started shutting down their lobbies.
Medford-based Century Bank closed branch lobbies today.
“The health and safety of our colleagues, customers and community is important to us,” the bank said on its website. “We have deemed it responsible to modify our branch operations.”
Century Bank will keep its drive-up windows open, and five branches will staff walk-up windows. Two more branches, in Medford Square and Quincy, will have walk-up windows available on Dec. 1.
Many Massachusetts banks and credit unions had closed their lobbies in March, with some allowing visits by appointment and continuing to staff drive-up windows. As branches reopened in late spring and over the summer, institutions adopted recommended safety measures for staff and customers. Some, like Watertown Savings Bank, implemented voluntary testing programs for employees.
The Centers for Disease Control and Prevention has forecast that COVID-19 cases will rise through at least mid-December. The CDC’s most recent forecast for Massachusetts also predicts that new cases will continue to rise.
Raynham-based Bluestone Bank, created in October by the merger of Bridgewater Savings Bank and Mansfield Bank, plans to close its branches starting Friday, providing drive-up services only.
Pittsfield-based Greylock Federal Credit Union began closing some lobbies last Wednesday, with more closing today.
Holyoke-based PeoplesBank has adjusted its branch hours, directing customers to use drive-up windows or interactive teller machines to avoid more shutdowns.
“The increase in COVID cases in the region has forced adjustments to our Banking Center schedules,” the bank said on its website. “Our objectives are to protect the health and well-being of our associates and our customers, and to prevent full closures or reductions in operating hours at our Banking Centers.”
ITMs have gained in popularity during the pandemic. Richard Leone, CEO of COCC, a Connecticut-based provider of core technology services, told Banker & Tradesman in August that he had seen more banks and credit unions install interactive teller machines during the pandemic and upgrade call center technology.
StonehamBank recently adopted video banking, allowing customers to speak with a banker for many of the transactions that typically require a branch visit.
Bank customers have also relied more on digital banking tools. Adoption of digital tools accelerated during the pandemic. A survey conducted in August by the nonprofit research and consulting organization BAI found that 52 percent of respondents had used digital banking more compared to before the pandemic.
Daily usage of banking tools increased as well. During a January survey before the pandemic, BAI found that 17 percent of respondents looked at their bank account online daily, while 36 percent accessed their bank’s mobile app every day. By August, 29 percent were looking at their account online daily, while 40 percent accessed their bank’s mobile app every day.
