COVID-19 has drastically changed almost every facet of our lives, but one thing that hasn’t changed is our need to manage our finances. At UMB, we’ve worked to develop new ways our customers bank with us during the pandemic.
In March, we kept all our branches open. We reduced hours, started an associate rotation schedule and served customers through the drive-thru, phone calls and online. Now, we are back to our normal operating hours with our branches fully staffed and ready to help every customer manage their needs in a variety of ways.
Private appointments
Out of an abundance of caution, our bank lobbies are only open for private appointments, which a customer can make by calling their local branch. When a customer comes in for an appointment, they can expect to fill out a health questionnaire and to interact with the UMB associate behind a plexiglass screen. We also encourage our customers to wear a mask during their appointment.
An added benefit of scheduled appointments is that our bankers have a chance to prepare paperwork ahead of time, which means the conversation can go deeper than it would with a walk-in meeting.
Multi-channel banking
If our customers aren’t comfortable coming in for an appointment, we have a multi-channel banking strategy in place to ensure their needs are met. We want our customers to be able to bank with us however is best for them. Our customers can use online banking or mobile banking to digitally complete their financial transactions.
As our digital capabilities continue to improve and expand, our customers can still expect the same high-touch service they’ve come to experience in-person. We have an entire team of digital bankers who are ready to help a customer with their transaction when needed.
Banking for everyone
We want to be available for everyone right now, including the un-banked or under-banked and people who need to cash a check but don’t have a bank account with us. To care for these customers, our drive-thrus have always been open and will remain open for transactions.
At UMB, our goal is to give our customers choices – whether they want to have an appointment, call us, bank online or utilize our mobile app – we meet our customers wherever they are. Although we are operating somewhat differently during the pandemic, we remain dedicated to ensuring each customer has their financial needs met and a great experience with high-touch personal service from a trusted partner.
Read more of Abby’s thoughts in Forbes‡ and see how UMB is helping support our customers, associates and communities during this time at our COVID resource page.
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