Bank adjusts service model during COVID-19

Bank adjusts service model during COVID-19

Fifth Third Bank instituted temporary changes to its service delivery model to help slow the spread of COVID-19. Courtesy Fifth Third Bank

Fifth Third Bank instituted temporary changes to its service delivery model to help slow the spread of COVID-19.

The Cincinnati-based bank, which has a large West Michigan presence, said last week that it was making temporary modifications to on-site banking services.

Customers needing to conduct simple financial transactions are requested to use drive-thru services, online or mobile banking, or the bank’s network of about 53,000 fee-free ATMs.

Beginning Saturday, Fifth Third banking center lobbies remained open to serve customers by appointment only and will not be open for general access.

Bankers will remain available and ready to help by phone. Customers who would like to meet with a banker in person can schedule an appointment on, the mobile app or by calling their local banking center.

Each banking center also will prominently display signage with assistance on how to schedule an appointment.

Bank Mart locations will remain open, but hours will change to 10 a.m.-4 p.m. Monday through Saturday.

“Our banking centers are the face of our company for many customers,” said Greg Carmichael, chairman, president and CEO of Fifth Third. “That’s why we are committed to continuing to serve our customers at banking centers as best we can. While we have to temporarily adapt our banking experience to keep our customers and employees safe, we are working to ensure it remains as easy and convenient as possible to do business with us. We appreciate our customers’ understanding during these challenging times.”

Added Brian Lamb, head of retail banking and retail brokerage: “Our priority is making sure we are fully present to serve and advise customers. We understand that customer needs may change during this time of uncertainty, and we want to make sure that we adjust to meet them. We are grateful for our customers’ patience as we navigate through this unprecedented situation together.”

Special employee payment

Fifth Third Bank announced that it is giving a special payment to employees who are providing essential banking services to customers during the COVID-19 pandemic. Fifth Third will provide its customer service and other employees who work on-site a special payment of up to $1,000, which will be paid in $500 installments in April and May.

“Many of our banking center, operations and call center employees are coming to work while facing challenges related to childcare, transportation or general concern for their family’s well-being,” Carmichael said. “Our employees are making a real difference for our customers as we navigate this pandemic. We need to do the same for our employees and want to recognize how appreciative we are of their extraordinary service.”

Fifth Third added enhanced cleaning measures to its offices to help safeguard employees and customers who visit banking centers. It also is continuing to adhere to guidelines from health officials and the U.S. Centers for Disease Control around social distancing and sanitation.

The company also has created additional benefits to help employees through this situation. Fifth Third has moved many of its employees to work from home, but many in essential roles such as customer service representatives, bankers, call-center employees and others need to work on-site to meet the needs of customers.

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