10 MARCH / APRIL 2021 COVER STORY Banking In the age of COVID-19 The month of March marks an anniversary to commemorate. It was in March 2020 that businesses, schools, houses of worship and other spaces/places shut down. What was initially to be a two-week hiatus has now stretched into a full year of various degrees of closure and social distancing, as the world learned to live with COVID-19. Through it all, banks have continued to function as essential businesses. While 12 months ago all banks in Indiana closed their lobbies to foot traffic – still serving visitors by appointment – today the banking landscape reflects an array of responses to the pandemic. Whether lobbies are open or closed, however, there are common threads among all banks. They all serve clients through a number of options, including drive-thru, digital tools and other forms of alternative delivery, and they all remain committed to the customers and communities they serve. This issue of Hoosier Banker salutes the Indiana banking community for implementing creative solutions to stay connected with customers despite social distancing. Whether through major initiatives or small acts of kindness, Indiana banks continue to make their customers feel valued and appreciated. Following are some examples of community banking in the age of COVID-19. 1st Source Bank, South Bend, initiated curbside banking to lessen wait time in drive-up lanes. A staff member approaches a waiting vehicle, gathers information and documents, directs the client to a designated parking spot, and goes into the banking center to begin the transaction. The associate then returns to the client in the parking area to complete the transaction. Other connecting efforts include: a customer appreciation week at a branch known for its popcorn days, with staff bringing packaged popcorn and gummy bears to clients in drive-up lanes; holiday home delivery of poinsettias and cards to clients; serving drive-up customers with umbrella in hand on a rainy day to speed up wait time; personalized service through car-side meetings; and hundreds of personalized letters, cards and treats sent to customers throughout the year. Alliance Bank, Francesville, engaged in a number of client appreciation activities. An outdoor event last August, organized by a bank intern, featured giveaway bags of bank swag, hand sanitizer and disinfecting wipes; additionally, coolers filled with ice cream treats and bottled water provided refreshments. The first visitor to arrive at the event was a loyal customer who has been with the bank for 65 years. Other year-round offerings have included: socially distanced prize giveaways; gift boxes of blankets, mugs, coasters and beverages/popcorn to new homeowners; and the creation of customized digital banking tip videos to offer step-bystep electronic banking guidance. Bank of America, Chicago, created a Client Assistance Program to provide options for customers facing financial challenges, either An associate of 1st Source Bank prepares to hand-deliver holiday goods to a customer. Alliance Bank created a series of digital banking videos featuring Rhonda Hull, electronic banking administrator. To view the playlist, click on the photo in HB Digital or visit “Alliance Bank Digital Banking Tips” at youtube.com.
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