Independent Banker - August 2018 - 53

Smart office
Generations Bank,
Seneca Falls, N.Y.
Assets: $280 million
Screen time
G
enerations Bank wasn't just one of the fi rst banks
in its region to use ITMs and the universal banker
model. It also introduced the " Smart Offi ce " in 2014.
" We cover a lot of area, " says Menzo Case, president and
CEO. The bank's branches are as far as 75 miles apart. And
as a small bank, it has just one brokerage advisor who has to
travel to all nine branches. The bank needed a way to use its
scarce resources to provide better coverage.
Smart Offi ce provides just that. Customers can walk into a
video-enabled offi ce at a branch and connect with one of the
bank's business development offi cers, insurance agents or
brokerage advisors. These advisors can also share and print
documents, and even accept signatures electronically.
And, in what Case calls the " Brady Bunch screen, " a
banking expert can connect with other experts for multiperson
videoconferences where needed.
" At one branch, the business development offi cer
happened to be out on a call when a customer came in to
talk about a loan, " Case says. " We were able to connect the
customer with a business development offi cer in another
branch. We were also able to bring an insurance agent into
the videoconference. "
-William Atkinson
Service-focused
intranet
Jeff erson Bank,
San Antonio, Texas
Assets: $1.8 billion
3 ways Jeff erson Bank's intranet
enhances customer service
Jeff erson Bank in San Antonio launched a new intranet this year, giving frontline
employees the information they need to improve customer relationships.
Faster search means no more hunting for loan applications while customers sit and
wait. " The search functionality in the new intranet is significantly more robust, " says
David Quesada, vice president and IT project manager at Jeff erson Bank.
2
3
User input guided the IT team's design to ensure frequently used documents are
easy to get to.
Job toolkits for relationship bankers, tellers, credit analysts, lending assistants and managers
alike mean they have easy access to information that is relevant to their specific roles.
-Susan Thomas Springer
independentbanker.org Q 53
1

http://www.independentbanker.org

Independent Banker - August 2018

Table of Contents for the Digital Edition of Independent Banker - August 2018

Table of Contents
Independent Banker - August 2018 - Intro
Independent Banker - August 2018 - Cover1
Independent Banker - August 2018 - Cover2
Independent Banker - August 2018 - Table of Contents
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Independent Banker - August 2018 - Cover3
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