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Banking during COVID-19

By Published On: September 22, 20200 min read

Abby Wendel  | 

September 22, 2020  | 

Reading Time: < 1 minute

Banking during COVID-19

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.

When you click links marked with the “‡” symbol, you will leave UMB’s website and go to websites that are not controlled by or affiliated with UMB. We have provided these links for your convenience. However, we do not endorse or guarantee any products or services you may view on other sites. Other websites may not follow the same privacy policies and security procedures that UMB does, so please review their policies and procedures carefully.

By |2021-02-24T16:55:58-06:00September 22, 2020|Categories: Inside UMB|Tags: , , , |

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About the Author:

Abigail (Abby) Wendel joined UMB in 2008 and is president of UMB’s Consumer Banking division, which includes retail banking, private banking and mortgage banking. She is responsible for leading strategy, managing teams, driving service and revenue goals, and providing customers with innovative solutions while aligning with overarching bank priorities. Abby also serves on UMB’s executive leadership team, asset/liability committee and enterprise risk committee.
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