PITTSBURGH–PNC Bank has plans to convert roughly 60% of its branches nationwide over the next five years to a new technology-focused model that eliminates teller stations and instead concentrates on offering financial advice, according to a new report.
“We’re transforming our network based on customer demand,” Jim Balouris, executive vice president and retail market manager for southwestern Pennsylvania, told the Pittsburgh Post-Gazette. “We are going to spend more time helping people with their financial plans and giving advice.”
Balouris told the Post-Gazette the moves will not lead to reduced levels of staffing.
“Branch locations are still critical,” Balouris told the publication. “But what we do inside the branches will change. Employees will be spending more of their time in conversations instead of doing transactions.”
As with many credit unions, the changes are being driven by the increasing use of electronic services by consumers.
Video Banking at Some Branches
PNC reported that some of its remodeled branches — those with the most traffic — will get video banking machines that connect customers to live tellers to perform more complicated transactions that ATMs can’t handle, according to the Post-Gazette. For example, customers could use the video machines to withdraw more money than the daily limit for automated teller machines.
Last month, Pittsburgh-based PNC converted its Oakland branch and another at Fifth Avenue Place, Downtown, to the new model, which includes more private office space and customer seating, the report stated, adding that at the location at Fifth Avenue Place, the square footage is being cut in half.
PNC has been experimenting with tellerless branches for roughly a decade, including prototypes in Wilkinsburg and Bakery Square in Larimer, according to the Post-Gazette.
The bank has about 2,600 branches nationwide.
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