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Aug. 12, 2022

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Vancouver branch of U.S. Bank redesigned to improve customer service

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U.S. Bank recently completed an extensive remodeling project at its Andresen branch at 7003 N.E. 40th St. in Vancouver. The new approach replaces teller lines with space for one-on-one conversations between bankers and customers. (Photo contributed by U.S.
U.S. Bank recently completed an extensive remodeling project at its Andresen branch at 7003 N.E. 40th St. in Vancouver. The new approach replaces teller lines with space for one-on-one conversations between bankers and customers. (Photo contributed by U.S. Bank) Photo Gallery

An extensive remodel of U.S. Bank’s Andresen branch changes not only the interior layout, but also changes customer interactions.

“When you come into the branch, typically the way branch banking’s been for so long, you get in the teller line and then wait for a banker to get with you,” said Tessa Bajema, a U.S. Bank assistant vice president.

Now customers will be met at the door by a tablet-bearing banker to direct them to the right place, she said.

“Traditional teller lines are not there, and bankers with mobile tablets will ask you what you need and get you to the right location in the bank,” she said.

“We have two customer support stations and have someone there to handle your needs, and also engagement officers for talking about credit or mortgages where you can talk about your needs in private areas,” Bajema said.

Many transactions can be done online with the bank’s enhanced mobile app, including money transfers or paying bills.

“It’s really cool because now it has personalized insight, can see trends in your spending and help set goals, say to save a down payment for a house or save for college,” Bajema said. “Its online banking has personalized insights that makes managing your money and understanding how you’re spending money easier and simpler.”

The app also includes a co-browse feature where bankers can screen-share your phone or computer and show you how to set up a new account, for example. The app also responds to voice commands.

In view of the digital age, the branch also includes a digital discovery area to help customers learn how to use the various digital tools U.S. Bank has to offer.

“It’s a great place where they can meet with a banker and they can show how to use digital tools on their own,” Bajema said.

And in this pandemic age, the branch will also incorporate clear plastic barriers, antimicrobial surfaces and signage to encourage social distancing.

“Those protocols came up during the COVID-19 pandemic for making sure customers feel safe,” she said.

The branch now also offers coffee and other beverages and has a community room that can be reserved for a variety of purposes.

The remodeling did not change the size of the 4,490-square-foot branch, said U.S. Bank district manager Kirstyn Gregory, and the number of employees remains unchanged.

“All of our employees are client relationship consultants, and we no longer distinguish between bankers and tellers,” she said. All employees will be standing, tablets in hand, either at the entrance or throughout the bank.

In addition, the branch’s ATM, now called an ITM, has also been upgraded.

“The ITM is an enhanced version of the ATM and can do more than just make deposits,” Gregory said. “Now you can actually cash checks and get cash back in other denominations than 20s, and you can also make payments to loans and other U.S. Bank accounts.”

This is the second major reinvestment in the Vancouver market spurred by the city’s growth.

“Last year the Fisher’s Landing branch was remodeled because we recognized a lot of the need and opportunity the city has displayed,” she said.

“The city has continued to grow and encourage small businesses and we recognized the opportunity to serve those clients, being their financial consultants and trusted relationship bank.”

Investing in small-business relationships is a vital concern of U.S. Bank, Gregory said, and a link within the new mobile app called “partner market” was created just for small businesses.

“It’s a place to connect business clients with additional apps that can help their businesses run smoother and more efficiently,” she said.

To celebrate the remodeled branch, U.S. Bank is donating $1,500 to the Foundation for Vancouver Public Schools, with a mission to use resources from the community to enhance student learning.

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