Six financial centres now form the pillars of National Commercial Bank Jamaica Limited (NCBJ)’s branch network restructuring exercise, officially launched on December 1, 2021.

The centres located at St Ann’s Bay, Fairview, Mandeville, May Pen, Duke Street and Constant Spring each represent a hub that supports a cluster of digital branches and agencies across the island. The new model is aimed at fostering better sales collaboration amongst teams and closer oversight to ensure service standards to customers are being monitored.

Sheree Martin, NCBJ head of retail banking and customer experience, shared that optimising the physical and digital channel delivery is the driving force behind the NCBJ’s distribution strategy.

“While we continue to provide digital channel enhancements to make day to day banking more convenient, when customers have to interact with a branch, the experience has to be equally convenient,” Martin explained.

Among the service delivery initiatives are the launch of an Appointment Scheduling application and the Small and Medium Enterprise customer experience (SME CX) branch support unit.

The Appointment Scheduling application — piloted at the Portmore and Matilda’s Corner branches since December 2021 — is designed to have customers make appointments in advance of visiting a branch. Upon arrival the customer is able to check-in and receive text notifications on the status of their appointment including if there is wait time and the estimated length. As at February 2022, the Appointment Scheduler is in place at 10 branches, with all branches aiming to have the new system implemented by June 2022. Slightly over five per cent of customers visiting those branches that have started using the application are making their appointments in advance. Many are expressing appreciation for the ability to assess wait time and plan accordingly.

“It is early days but customer adoption of this new way is gaining traction” shared Martin.

The SME CX support unit was created as an exclusive platform for SME customers. The unit supports business bankers in managing relationships, including handling day-to-day service requests from SMEs. It also facilitates new account opening and onboarding, while coordinating guidance for the SMEs to sign up for and use the Business Online Banking (BOB) platform. The unit is staffed with Relationship Associates who are assigned to the six financial centres and their respective cluster of digital branches.

“We are creating a more efficient sales and service delivery network that is both digitally and people equipped to serve customers. This, coupled with having the largest ATM footprint, mobile/online banking platforms and our foray into digital currency under the BOJ’s thrust, supports our desire to be the leading financial partner for Jamaican consumers and businesses,” said Martin.