By: Richard Kaufman
Since the COVID-19 pandemic began, businesses around the state and the country have had to come up with innovative ways to serve customers in a safe manner.
The First Bank of Greenwich is certainly leading the way, as they are the first bank in the area to have walk-up teller windows.
The bank recently installed walk-up windows for customers at its three branches in Stamford, Cos Cob, and Port Chester, N.Y. The inside of each branch entrance was redesigned with a window, which separates the teller and customer, a call button/microphone system, and an electronic pull-out drawer for transactions.
“We don’t know where the COVID -19 is going. For the safety and convenience of our customers and staff, we came up with the idea of installing walk-up windows,” said FBOG President and CEO, Frank J. Gaudio.
If the drive-thru in Cos Cob or Port Chester gets overcrowded, customers can now park their car, and come inside where they ring the bell at the walk-up window. A teller will come over and handle any transaction.
“When you come in, you’re taken care of right away,” Gaudio said. “This way, you feel safer, and our staff feels safer.”
Gaudio believes the windows will come in handy during the fall and winter months if the pandemic continues in earnest. The bank will also be able to remain open through the walk-up window if inclement weather causes staffing issues, or if there are problems with drive-thru service.
“This is just another avenue for us to help customers,” said FBOG Vice President and Retail Banking Manager, Emily Newcamp. “It makes them feel safe, but it’s still giving personal service.
Newcamp added that throughout the pandemic, transaction volume at the bank has actually increased.
“This isn’t affecting us. We’re just doing business differently,” she added.
Similar to when the FBOG acted quickly on processing Payroll Protection Program applications in the spring, Gaudio acted quickly in coming up with a new innovative way to serve his customers.
The idea for the walk-up windows was created about two months ago, but a lot of research went into planning and finding the right materials, such as the electronic pull-out drawer, in order to make everything work. Each branch entrance was remodeled and rebuilt within a week.
“We’re always looking to stay ahead of the curve. Proactive banking is what we do. Because we’re a small bank, we can do this quickly,” Gaudio said.
Amy Huertas, Assistant Vice President & Branch Manager at FBOG, said she’s looking forward to having that personal, one-on-one connection that was present before the pandemic.
“Since COVID, we haven’t had the opportunity to really have a face-to-face with our customers. Being able to walk up to the window and see a customer’s face, even though it’s behind a mask, it just kind of brings back that personal touch that everyone’s been used to over the years,” she said.
The FBOG still offers in-person appointments for customers. The bank is fully compliant with COVID protocols.
