Bank One Installs Customer Service Centers at All Branches

By Potts, Gregory | THE JOURNAL RECORD, June 1, 1999 | Go to article overview

Bank One Installs Customer Service Centers at All Branches


Potts, Gregory, THE JOURNAL RECORD


Bank One is installing special customer service center desks in each of its branches in the state. The desks, with either two or four seats, are designed exactly the same and have the same signage at every branch.

Carrie Woodson, manager of the 7400 S. Pennsylvania Ave. branch, has noticed great advantage following her branch's addition in October. Since the customer service desk looks the same in every office, she said customers coming in the branch for the first time - - including those from out of state -- see the familiar sight and know where to go first with their questions. And since each of the desks is designed the same way, employees moving from one branch to another know exactly where to find files and supplies.

The desk allows employees to view built-in computer monitors through a glass desktop. Above the monitor, a glare screen is built in. Woodson's branch also has a free phone available to customers to call Bank One's customer service number if there is a at the branch's service center. While the center serves traffic direction function, pointing customers to where they need to go, at busy branches like Woodson's, a floor manager also assists customers in need. Of Bank One's 36 banking centers in the state, 25 received the customer service centers in the first quarter. Others, like the downtown branch, had theirs installed just last month. According to Ernie Montoya, area manager of relationship banking, the customer service desks cost about $15,000 a piece to install. The work is done mostly by Bank One itself. However, eight branches, including the downtown branch, are receiving additional work by Trammel Crow. In the downtown branch, for instance, the teller desk is going to receive new counters and new paint to match the customer service center. In addition, the branch's offices have been completely redesigned, with most workers being moved from hidden hallway offices to much more visible glass offices. Montoya said about $50,000 is being spent on the redesign. People First Fidelity Bank has named a series of new hires and promotions. Larry Harmon was hired as vice president and director of loan services. Harmon has over 28 years of banking experience supporting the commercial and consumer lending functions. He holds a degree in banking and finance from Oklahoma City Community College and general, standard and advance certificates from the American Institute of Banking. Stephen Miracle, a nine-year industry veteran, was hired as managed assets officer. Andrea Yeager has been hired as market manager of the Homeland Edmond office. Yeager has five years of banking experience. Margaret Medley has been hired as assistant vice president. The 27-year industry veteran will head up the bank's loan processing area. Karen Brankel has been promoted to loan operations officer, responsible for the credit and collateral operations for the bank. …

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