National Commercial Bank Jamaica Limited (NCB) officially re-launched its Junction location last week, introducing its ‘phygital’ business model to St Elizabeth.

The branch, which had been converted to a fully digital branch in October 2021, will now operate as a hybrid location, allowing customers to conduct limited in-branch cash transactions, as well as digital transactions via the 24-hour Bank-on-the-Go facilities at the location.

“This renovation is part of a wider strategy that we are implementing for the entire NCB network across the country. At the heart of this strategy is our desire to serve our customers better,” shared Septimus ‘Bob’ Blake, CEO of NCB, as he addressed the re-launch event on April 13.

REPORTS THAT SIX BRANCHES TO REORGANISE OR CLOSE

The Junction branch was among among six branches that, in March, it was reported in the media would be re-organising operations or closing.

At the time it was reported that the Oxford Road, Cross Roads, Hagley Park Road and Washington Boulevard locations would cease operations, effective May 6.

However, the 24/7 Bank on the Go areas and automated banking machines were expected to remain at all of the locations, except Oxford Road.

In St Elizabeth, the Black River in-branch service was also reportedly set to be closed while retaining the Bank on the Go area.

The Junction branch, however, was to reintroduce limited in-branch cash services at the end of that month.

“Let me assure you that, as the nation’s bank, we hold this position at Junction, St Elizabeth sacred. Diminishing your reliance on us to serve you is nowhere on our agenda,” Blake said during the re-launch.

“We do not see a tradeoff between improving ways for you to bank anytime, anywhere on the one hand, and maintaining the relationship as your trusted financial partner for every stage of life, on the other. The new business model is intended to keep these as equally important priorities.”

NCB expects that the re-launch will allow for improved services for the businesses and members of the Junction community and surrounding areas, including the many pensioners and senior citizens who can now benefit from accessing the hybrid banking services in order to carry out their daily activities.

“We are re-introducing limited in-branch local and foreign currency cash services here at the Junction branch. The customers we will prioritise for these services, are our seniors, pensioners and the physically disabled. The team here will also be responsive to the needs of our Junction business customers who from time to time will need us to support cash requirements for their operations,” Blake said.

The branch modernisation programme will feature a system of connectivity among branches, with the CX Support Unit working closely with one of six main financial centres islandwide.

“Under this new model, we have designated six financial centres across Jamaica, with a set of branches reporting into each. The Junction branch reports into the Mandeville Financial Centre, along with our Santa Cruz and Christiana branches – all headed by veteran banker, Lloyd Richardson.”

Additionally, the businesses and people of Junction are expected to benefit from the introduction of NCB’s Customer Service Support Unit.

“Access to a new centralised SME Support Unit as part of the new financial centre business model… is another service enhancement that we have introduced for day-to-day needs of local businesses,” emphasised Blake.

The bank has also introduced an appointment system for customers to reduce wait times and increase efficiency. Customers using the Junction and 15 other NCB branches will have access to the appointment scheduling platform, where they can indicate when and why they will visit a branch ahead of time.

“I wish to re-affirm our commitment to being the nation’s bank. We will never stop striving to provide the best in banking efficiency and customer experience, so that we can continue to earn your trust as the preferred financial partner,” Blake concluded.