As more of their customers migrate to mobile devices and online, banks are rolling out branches with fewer teller stations and introducing ATMs with video tellers built in.
Banks say they’re giving customers the convenience they want, but some advocates for the elderly and disabled fear it means a decline in access.
The shift also means fewer of the banking industry’s traditional entry-level jobs in new branches.
“That’s probably one of the unintended consequences of the reshaping of how the consumer banks,” said David Barksdale, chief strategist for NewBridge Bank.
New branches are being planned for Charlotte, as banks, especially those new to the region, aim to grow market share. Officials with those banks promise that the new branches will be more high-tech – employees might be equipped with tablet computers, for example – and house more lenders.
But noticeably absent from the branches, the officials say, will be the long – and familiar – teller counters.
In some cases, a new branch might have just one teller.
“You’re not going to be walking into branches where there are six tellers lined up,” said Weston Andress, PNC Bank president for western North Carolina. “What you don’t want to do, obviously, is have lines of tellers, or whoever it might be, sitting there waiting for the customer that’s really never going to show up.”
For the Charlotte area, that means it will be less likely that someone with just a high school education will find work in the new, slicker branches. While banks are boosting other types of jobs, like lenders and other specialists, in the new branches, officials say those will go to people who hold the proper licenses, like that for a financial solutions adviser.
Across the banking industry, the shrinking teller positions are being attributed to new technology, which enables consumers to do on their smart phones and computers much of what they once did at branches. That, bankers say, is leading to fewer customers going to teller lines, which creates less need for tellers.
“Over half our deposits are made at ATMs, not at branches,” said Robert Aulebach, an executive for Bank of America in charge of branch and ATM placement. “The better your apps are, the better your ATMs are, the better your online banking is, the more people use it. Convenience is still the No. 1 factor that people use in choosing a bank.”
At a growing number of banks, customers can deposit checks using their smart phones. Even before customers had that ability, they could pay bills online, depending on whom they banked with.
But the changes have critics.
The trend toward more digital banking concerns advocates for the elderly. They point to a lack of access to high-speed Internet connections for that age group, which the advocates see as worrisome as more banks, even small ones, are increasingly putting services online.
Elizabeth Costle, director of consumer and state affairs for the AARP’s Public Policy Institute, said adults over 60 are not as comfortable with online business transactions as younger age groups.
“They’re not digital-native,” she said. “There’s no question that they like dealing with people in person. So I think tellers and branches are very important,” to them.
As banks introduce new technology, they should be careful about making sure they continue to meet the needs of older customers, she said.
“Older people actually have higher net worth. This is a big market for banks.”
‘Those days are gone’
In May, NewBridge Bank opened a retail branch in SouthPark, its first in Charlotte. The 6,000-square-foot branch has one teller, who sits at a desk instead of standing behind a counter.
“I don’t think that every branch has a standard teller count. I think those days are gone,” said Barksdale, NewBridge’s chief strategist.
Also, the pressure to go high-tech keeps increasing across the industry, fueled each time another bank launches a mobile or online tool.
Even small banks, which are typically slower to adopt online and mobile options, are beginning to catch up.
Raleigh-based Paragon Bank, which caters to commercial clients and has only two branches, including one in SouthPark, plans to launch its mobile platform in the first quarter, said Phillip Jurney, president of the bank’s Charlotte region.
“I definitely think you see less people behind the teller line than you did even 10 years ago,” Jurney said.
The reduction in teller lines is happening as branches are becoming smaller, a move being made as banks try to cut real estate-related expenses amid increased federal regulations.
In April, Wells Fargo unveiled a test branch in Washington, D.C., that’s 1,000 square feet, one-third the size of the bank’s typical branches. On a second-quarter earnings call with analysts, CEO John Stumpf said the pilot branch costs 40 percent less to operate.
With the hiring of more specialists, banks are making a push to close more loans and increase sales. From a design standpoint, banks are aiming to give branches “more of a retail feel,” said Nancy Everhart, a partner for Charlotte-based Little Diversified Architectural Consulting.
Everhart, who has done design work for financial institutions, said banks want branches to have a more open layout. “It’s no longer the banker sitting behind the desk peering down. It is definitely more of a friendlier relationship kind of atmosphere that they’re trying to build.”
As soon as a customer walks into these newer branches, there might be a counter nearby where they can be helped, she said. Throughout the branch, there might be meeting areas that offer varying degrees of privacy. Tellers might be on the sales floor, rather than behind a counter.
“They can almost get out of their desks … and meet with the customer right there,” she said. “That’s where the really trendy banks are going.”
Banks are being laid out so that the focus is no longer on the teller counter, she said.
“We’re not really necessarily seeing a decrease in the number of people at the branch,” said Everhart. “We just finished a round of helping one client add not tellers but banker loan people in several of their branches across their footprint. The Charlotte area was included. They definitely wanted to add staff.”
Banks are putting, on average, three to five teller stations in each branch, she said. That’s down from as many as eight stations in the past, she said.
Teller in a box
While tellers are disappearing from branches, they are popping up someplace new: in ATMs.
Bank of America, this year, started putting new ATMs in Atlanta and Boston. The machines have a screen that allows customers to interact with tellers in call centers in Florida or Delaware. The real-time access to tellers is available until 10 p.m. weekdays and 5 p.m. Saturdays and Sundays, the bank said. The ATMs are set to debut in Charlotte in the fourth quarter.
Despite the ongoing decrease in foot traffic to teller lines, bankers say they continue to see a need for branches.
“People transact with us through a lot of these electronic channels. But when they come to buy something … they almost always buy in person,” said Aulebach. “The consumer psyche has not changed on that.”
Will there come a day when branches won’t have tellers?
“You may have fewer,” Aulebach said. “I don’t know that you’re ever going to get down to none.”
Roberts: 704-358-5248; Twitter: @DeonERoberts
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