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FLEET BANK SETS NEW STANDARDS IN RETAIL BANKING; UNVEILS THE FIRST FLEET FINANCIAL RESOURCE CENTER

 FLEET BANK SETS NEW STANDARDS IN RETAIL BANKING;
 UNVEILS THE FIRST FLEET FINANCIAL RESOURCE CENTER
 PROVIDENCE, R.I., April 8 /PRNewswire/ -- Fleet Bank today introduced its new branch business strategy with the unveiling of the first Fleet Financial Resource Center. The converted branch in Wakefield, R.I., redefines retail banking as its design and layout, customer service and technology make banking easier and more enjoyable for the consumer. Although the concept was launched in Wakefield, Fleet eventually plans to build and/or convert existing branches to Fleet Financial Resource Centers in several other markets.
 Customers notice the differences in the branch as soon as they walk through the doors. Its look does not resemble a traditional bank; it's a bright and colorful, yet relaxed, atmosphere, offering customers amenities that banks have traditionally overlooked. Information is easily accessible and a nine-screen television monitor provides up-to-date product and community information. With the use of simple, direct signage, customers easily can identify the branch's many services.
 In addition to the branch's innovative design, its focus on the customer is immediate. A newly appointed and trained information specialist will meet all customers at the door to determine their particular banking needs. For the customer with a busy schedule, a 24-hour area is incorporated into the design, housing two automated teller machines and Fleet's new Quick Touch.
 Quick Touch offers 10 automated banking services. For example, a customer can print statements, record a change of address, access new product information, transfer funds, stop payment on checks, reorder checks, and renew CDs. In the branch's community business lending area, a Galaxy fund manager is on hand for those with investment questions. In addition, a conference room will be available for customer use and for community groups as needed.
 Fleet has even updated the teller area. A new computer system allows tellers easy and quick access to a myriad of financial information to aid customers. This leading edge technology is unmatched in the banking world.
 "With the Fleet Financial Resource Center, we have redefined retail banking," said John R. Nixon, executive vice president, Fleet Bank. "However, the new standard we are setting here is not limited to the design and technological features we have built into the branch. Rather, real emphasis is on how our people serve our customers and we feel that it is this critical element that will differentiate Fleet from our competition."
 Fleet's employees have gone through an extensive training program, shifting their emphasis to this proactive-customer service philosophy. The Wakefield staff has been involved in the project since its inception two years ago and already realizes its benefits.
 "Our customers have watched the branch evolve from a traditional bank to what we have today," said Donna Urso, Wakefield branch manager. "We were concerned, at first, that the change would intimidate many but now we see that our customers welcome the new format. So far, we've only received many compliments for the new approach and now realize that people increasingly require this level of service."
 The branch consists of five distinct areas: the 24-hour area, the retail area, sales and service area, the transaction area and the commercial/community lending area. Each area within the Wakefield branch will be monitored so that, as other Fleet Financial Resource Centers are launched, they can be designed to match true market needs. In essence, Wakefield is serving as a test lab for other branch introductions. Market surveys are planned to gauge performance on an ongoing basis.
 Fleet Bank is a subsidiary of Fleet/Norstar Financial Group (NYSE: FNG), a diversified national financial services company listed on the New York Stock Exchange with approximately 1,300 offices nationwide. Its lines of business include commercial and consumer banking, mortgage banking, consumer finance, asset-based lending, investment management and student loan processing.
 A TOUR OF THE FLEET FINANCIAL CENTER
 WAKEFIELD, R.I.
 As soon as customers walk through the doors, they will see immediately that the Fleet Financial Resource Center is different than any other branch in the banking industry. It is bright and colorful, yet provides a relaxed atmosphere, offering customers amenities that banks have traditionally overlooked.
 Features of the Fleet Financial Resource Center are:
 I. The 24-Hour Zone
 Consists of two automatic teller machines and a quick touch interactive video that features banking services such as printing statements, trensferring funds, stopping payment on checks, re-ordering checks and renewing CDs.
 The mini-shop, a station within the 24-Hour Zone, will be staffed by a Fleet ATM representative who will be available after hours for customer support. This individual will have access to customers' files to follow-up on any inquiries and will be on hand to provide information on new products and services. In this area there will also be a community bulletin board where area civic groups can post pertinent local information.
 Also featured in the 24-Hour Zone is a conference room where financial seminars will be held for customers. This area also will be available to community groups after hours for their meetings. Video monitors will be displayed in the 24-Hour Zone to provide information on products and services as well as community events and programs on a 24-hour basis.
 II. The Sales and Promotion Zone
 As customers walk into the bank they will immediately notice its unique design. The welcome area is always staffed by an information specialist who will greet all customers as they come in, determine their banking needs and direct them to the appropriate representative.
 After checking in at the welcome area, Fleet customers' attention will be drawn to a dramatic nine-screen television monitor which will provide product and community information. This area features another Quick Touch interactive video as well.
 III. Sales and Service Zone
 The information specialist serves as a link between sales representatives, the competition and customers. Fleet calls her their quarterback. In addition to being the first point-of-contact for customers, she tracks sales and competitive rates which enable Fleet's people to provide better options for customers.
 Fleet's sales representatives have been retrained to serve customers better. Rather than focus on administrative tasks, they can counsel customers, helping them make better banking decisions. The focus at the Fleet Financial Resource Center is on relationship building, and the process begins here in the Sales and Service zone.
 IV. The Teller Zone
 It doesn't seem that a bank could revamp this area of a branch, and yet Fleet has. They've tried to remember the little things, like making it easier to write when you're standing in line, providing calculators for easy tabulation and installating mini desks for customer use.
 What you won't be able to see in the teller zone (because it's behind the tellers' desks) is another critical benefit to the customer -- that is a leading edge computer system simply unmatched in the banking industry.
 V. The Community Business Lending Zone
 Lastly, the new branch incorporates an area dedicated to meeting commercial customer needs. Here you will find products and services that don't exist in
other banks. The Galaxy Access Account, for example allows customers to invest their money in a choice of four money market fund portfolios for
competitive yields. Fleet's new stock and bond desk will be staffed by a fund manager for those in need of investment consulting.
 -0- 4/8/92
 /CONTACT: Robert W. Lougee, Jr., 401-278-5879, Thomas L. Lavelle 401-278-3003, Barbara S. McKay, 401-278-6223, or Bruce P. Crooks, 401- 278-0241, of Fleet Bank/
 (FNG) CO: Fleet Bank ST: Rhode Island IN: FIN SU: PDT


EG -- NE002 -- 6052 04/08/92 08:04 EDT
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Date:Apr 8, 1992
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