Spreading The Risk Of Robberies?

By Ray Birch

MADISON, Wis.—Orders that people wear masks in public to help reduce the spread of coronavirus have had the reverse effect in one instance: spreading the risk of robberies and attempted robberies.

To reduce that risk, CUs have put a variety of measures in place, including staff training and new policies, with one person suggesting some will look to install cameras for each person entering a facility.

 “We have seen an increase in robberies with people wearing masks,” said Carolos Molina, senior risk consultant with CUNA Mutual Group, during a webinar hosted by the company. “There are increased security risks.”

That risk has, in turn, has led to another delicate situation for credit union branch staff as they ask members to remove their masks at least temporarily for purposes of identification.

That issue and others are being addressed here as part of a week-long CUToday.info series on the reopening of credit union buildings and workplaces, a process that as reported makes clear involves far more than disinfectant and social distancing practices. The analysis included in this report is the fifth in the series. Earlier reports are here, here , here, and here.

Although CUNA Mutual Group has heard no reports of members becoming violent or threatening violence when asked to remove masks—and CEOs have told CUToday.info they have not encountered any issues—the company is recommending a credit union have an abusive member policy in place to protect other members and employees. Employees are responsible for reporting abusive behavior and should always try to deescalate the situation, the company said.

A credit union cannot require someone to remove a mask, and should also have a policy in place for that scenario, said Molina. “You then should encourage them to use online access or the drive-through and only enter the credit union when necessary.

‘Not Bullet Proof’

As for those robbery attempts, Molina said crooks are using not just guns, but bombs, fake bombs and threats of bombs when they can’t enter a facility.

“The drive-thru window may be bullet resistant, but it’s not bullet proof,” reminded Molina.

Credit unions CUToday.info has spoken with say they either plan to make sure staff ask members to remove their masks for ID purposes when they reopen, or they are already doing so with lobbies operating as stay-at-home orders are lifted. They also reported they have not encountered any problems with members when they are asked to remove their masks.

Putting Protocols in Place

In Tysons, Va., PenFed has been keeping many of its 47 branch lobbies open during the pandemic and told CUToday.info it has been asking members to lower their masks for ID purposes and has not encountered any pushback.

“We are always concerned about the potential for robberies and we are concerned about members wearing masks now,” said Jamie Gayton, EVP of  Member Operations and Global Fixed Assets at the $25.1-billion PenFed. “We have protocols in place to handle this situation and we have reviewed those with our teammates. So they know what to do. We have had no issues with this to date, but it is something we are always monitoring and discussing.”

‘Every Precaution’

Scott Wilson, CEO of the $590-million SeaComm FCU in Massena, N.Y., told CUToday.info his credit union has not faced any robbery attempts from people wearing protective masks, but it is prepared.

“Certainly, we take every precaution,” Wilson said. “In New York State masks are required with in-person business. Our lobbies are open by appointment only at this time. We are always aware of our surroundings and require staff to engage with those who have made appointments, verifying who they are prior to unlocking the door to let them in. Our transactional business is still drive-thru only.”

‘Genuine Concern’

In Shelton, Wash., Bert Fisher, CEO of $420-million Our Community Credit Union, told CUToday.info that as the credit union prepared to reopen its lobbies, strict procedures were established and staff were trained to monitor closely for criminal activity and were ready to work with members who may resist being ask

Jack Lynch

ed to lower their mask to be identified.

“We will be encouraging members that if they prefer to wear a mask to do that, but we will require them to remove their mask for a moment for identification purposes,” he said. “This is a genuine concern for us, and we have talked a lot about this.”

New Requirement

In Washington, D.C., $540-million Department of Commerce FCU plans to ask members to lower their masks to ID themselves.

“We don’t have branches open right now because they are all in government buildings,” said CEO Evan Clark early this week. But when we do open we will require members to lift their mask as they come in the door.”

Say Cheese

Jack Lynch, chief risk officer at PSCU and president of CU Recovery, said he expects many credit unions will be having a greeter at their doors with a camera set up specifically to capture someone’s face.

“The greeter will politely ask members to lower their mask for the camera for security purposes,” said Lynch.’

He is also seeing some FIs make the request at the teller line.

Kathy Snider

“Just tip the mask at the teller line, behind the plexiglass,” Lynch said.

Reviewing Policies

CO-OP Financial Services is encouraging CO-OP Shared Branch credit unions to adhere to state and regional guidance from authorities regarding face mask requirements.

“Our priority is the safety and protection of our credit unions, their staff and their members,” said Kathy Snider, SVP, engage products at CO-OP. “We encourage credit unions to review branch policy and communicate any updates to their teams.”