Blog

Serving Members Post-Pandemic

Jun 2, 2021, 15:31 PM

With the lifting of the Omaha Mask Mandate and increased capacities at public venues, it appears we’re on track for at least the beginning of a return to normal. The question is, what will normal look like moving forward? At Metro, changing consumer preferences means “normal” won’t look the same after the pandemic as it did in 2019.

 

Just like everywhere else, consumers were increasing their adoption of digital channels in banking before Covid. What the pandemic did was accelerate the change in behavior. Home and Mobile banking transactions grew by 40% in 2020. Remote Deposit Capture (depositing photos of checks through Mobile Banking) grew by 300% during the pandemic. Online Loan and New Account Applications more than doubled in 2020, and 75% of non-online applications occurred over the phone and via email. Overall in-person transactions declined by 40% in the past year, and at some locations, 90% of transactions occurred in the drive-thru even on days the lobbies were open.

 

In one year, the way people bank has changed. The move away from in-person banking would have occurred anyway, but the amount of change that would have happened over five years or seven years occurred in just a few months. Most significantly, as with online shopping, once people discovered the ease and convenience of doing things digitally, most won’t be returning to their old way of doing business. What does that mean for Metro?

As it relates to banking, perhaps the biggest lesson of the pandemic is that consumer behavior is not carved in stone. Consumers will adapt to the changing environment. And, as consumer behavior changes, service providers like Metro must change with it to remain relevant. At Metro, we will continue to change our operations to meet your banking needs. After all, serving you is why we’re here.

 

Digital Banking Services

Electronic banking will only grow in importance. Fortunately, Metro had a jump start on upgrades before the pandemic. Metro installed a new state-of-the-art Home & Mobile Banking platform in 2019, and began work on a new, robust online account and loan application system we introduced this past March. As members continue to do more and more electronically, Metro will continue to make strategic investments in our digital banking offerings.

 

June 14th Branch Operations
Even though pandemic related restrictions on businesses are being lifted, the way members use branches has likely changed forever. To better align our services with new member banking needs, Metro will adopt a new, two-part branching model going forward. Metro will offer Full Service (lobby and drive-thru) branches in areas where foot-traffic warrant, and Express Service (drive-thru only) branches in other locations.

Beginning June 14th, Full Service branches will return to Monday – Saturday operations in both the Lobby and Drive-thru. Express Branches will be moving to Drive-thru only on the same day. View and print the Updated Branch Hours handout

 

Future Metro Branch Services
To accommodate post-pandemic member banking needs, future branch offices, both Full Service and Express, will have a much smaller footprint with fewer drive-thru lanes. Our strategy will be convenience for members with less overhead.

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