An illustration of the new coronavirus COVID-19. Image courtesy of the Centers for Disease Control.
With the surge in coronavirus cases continuing, some Connecticut banks and credit unions have once again started shutting down their lobbies.
Middletown-based Liberty Bank on Friday closed branch lobbies, directing customers to use drive-up windows or make an appointment to visit a lobby. Naugatuck-based Ion Bank closed its lobbies starting today, and Newtown Savings Bank will close its lobbies tomorrow.
“We are actively monitoring the public health situation related to COVID-19 to ensure that we are well informed and ready to serve you during this difficult time,” Newtown Savings Bank said on its website. “We continue to put the safety and well-being of our customers and employees first.”
Some credit unions are closing lobbies as well, including Waterford-based Charter Oak Federal Credit Union, which switched to offering only drive-up service today. Charter Oak has a walk-up window at its Willimantic branch that will remain open, and appointments can be made for transactions that cannot be done at the drive-up window, including accessing safe deposit boxes.
CorePlus Credit Union in Eastern Connecticut began closing lobbies when COVID-19 cases started to rise at the end of October and has now closed all lobbies, with the Foxwoods location closing today. Drive-up or walk-up windows are available at most of their branches.
Many Connecticut banks and credit unions had first 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.
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 Connecticut also predicts that new cases will continue to rise.
Holyoke, Massachusetts-based PeoplesBank, which has offices in Hartford County, 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 Southington-based provider of core technology services, told The Commercial Record over the summer that he had seen more banks and credit unions install interactive teller machines during the pandemic and upgrade call center technology.
Ion Bank has ITMs available at every branch and is extending their hours while the lobbies are temporarily closed.
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.
