Maine banks weigh branch curbs, other responses amid growing COVID concerns

File photo / Tim Greenway Andrew Silsby, president and CEO of Kennebec Savings Bank, said that "staffing branches remains a very fluid situation with the current surge" in COVID-19 cases. He said the bank is back down to drive-ups only in several offices while larger offices are still open for full service.

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By Renee Cordes

The surge of COVID-19 in Maine is prompting some banks and credit unions to limit in-person services for now while other financial institutions are monitoring the fast-evolving situation.

The responses come after the Maine Center for Disease Control and Prevention on Wednesday reported 1,326 new cases and 26 additional deaths, and near-record levels of hospitalization put a strain on staffing at businesses statewide.

"Staffing branches remains a very fluid situation with the current surge," said Andrew Silsby, president and CEO of Kennebec Savings Bank, which employs 184 people. The institution has offices in Augusta, Farmingdale, Freeport, Waterville and Winthrop, as well as 24-hour electronic banking centers in Augusta, Farmingdale, Freeport and Manchester.

"We are back down to drive-ups only in several of our offices due to COVID cases or close contact situations," Silsby told Mainebiz. "Our larger offices are still open for full service, but we are monitoring things carefully, as the surge rolls through Maine. Every single day the situation changes, which forces us to pivot and pivot again."

He added that the bank continues to encourage customers to take advantage of online services, which many are doing, but notes that "branch traffic has actually never returned to pre-pandemic levels, mostly because customers have discovered how much they can do online or virtually with our staff members."

Camden National Bank is also keeping tabs on fast-changing circumstances.

"As to our branch operations, at this point we do not have a formal bank-wide policy limiting customers coming into our lobbies and are reviewing the situation on a location-by-location basis," said Gregory A. Dufour, Camden's president and CEO.

"We may limit a specific branch to drive-up only or even temporarily close if staff members test positive and we are required to adjust our staffing levels. We are monitoring the situation very closely so things may change as the situation warrants it."

In the meantime, he said the bank has taken precautions to keep employees and customers safe by maintaining plastic barriers at customer stations and encouraging masking as well as social distancing.

Executive Vice President Renée Smyth added that Camden National has a pandemic response team that actively monitors data, and federal and state guidance, and has protocols and education in place to protect the well-being of employees, customers and communities.

"Each day, an employee must attest that they do not have COVID symptoms, direct exposure or test positive before entering our facilities," she explained. "Additionally, all employees are required to wear masks, no matter their vaccination status. We actively encourage our employees to obtain vaccinations, including paid time off to obtain their vaccine and booster shots."

Androscoggin Bank is also taking precautions without closing branches, according to the bank's president, Neil Kiely.

"Banks in Maine are taking different precautions throughout the pandemic," he said. "At Androscoggin, we have found the best way to safeguard our employees' health and to avoid branch closures is by limiting access to lobbies by appointment only. This means our clients can still conduct business with us via drive-thru, telephone, web, and — when necessary — in person by appointment."

Norway Savings Bank is taking a similar approach, according to Darci Hamm, an executive vice president and retail banking officer at the bank.

'Norway Savings' goal," she said, "is to maintain branch availability and access as we continue to navigate the ongoing challenges of the pandemic. "Based on staffing situations that arise due to COVID, there may be temporary branch closures; however, our intent is to keep branches open for customers."

'Several steps' during ongoing crisis

Institutions with a national footprint are also taking precautions.

"The health and safety of our associates and clients is our number one priority," said a spokeswoman for Bank of America. "We continue to take several steps to support our clients and employees during this health crisis, including temporarily closing some financial centers."

Without detailing where the closures are, the spokewoman said, "Our temporary financial center closures have occurred in areas where we’re seeing fewer visits; where a larger location is nearby and better able to accommodate physical distancing; or where our staffing is not sufficient for a center to remain open. When a center closes, we work to reopen it as soon as possible."

BofA is encouraging customers to use onsite ATMs, the bank's mobile banking app and online banking for many of their banking needs.

JPMorgan Chase, a newcomer to the Maine market with retail branches so far in Portland and Westbrook, has no plans to close any branches, said Briana Curran, a Boston-based spokeswoman.

Credit unions also playing it safe

Among credit unions, cPort Credit Union said Wednesday on Twitter that as of today, branches will be open for teller transactions only. The institution also said that all other transactions will be conducted by email, phone, or a virtual Teams meeting.

Gene Arditoin. his office next to a sculpture

File photo / Jim Neuger

Gene Ardito, president and CEO of cPort Credit Union, with the sculpture 'Bronco Buster' by Frederic Remington, a reminder of strong leadership in challenging times.

"Out of abundance of caution for our employees and our members, our branches are open for teller only transactions," Gene Ardito, cPort's president and CEO, told Mainebiz on Thursday, noting that any loan or account opening transactions can still be completed via cPort's eBanking and online account and loan opening systems.

"We are confident our members will still enjoy the best possible financial experience at cPort Credit Union despite our recent action due to COVID," he added. "These very difficult times, but our team is here for our members as we have been throughout this pandemic and since 1931."

Ardito said cPort hopes to return to normal branch activities in a few weeks.

Others, such as Evergreen Credit Union, are keeping branches open while implementing the new indoor mask mandate passed by the Portland City Council earlier this week. Evergreen is now requiring masks at its Portland branch at 225 Riverside St., the credit union said on Twitter.

David Libby, president and CEO of Town & Country Federal Credit Union, said that while his institution has no plans to limit in-person branch services at this time, "the health and staffing situation health and staffing situation remains fluid and we are prepared to respond to challenges and circumstances as needed."

He also said that Town & Country's investment in technology positions it well with multiple channels to serve current and potential members in case of branch closures or restriction. Those channels include a mobile app, video, phone and curbside service.

"Our top priority is serving our 40,000 members while keeping our staff and members safe,” he said.

Echoing that view, Midcoast Federal Credit Union President and CEO Joe Gervais said, "Credit Unions are fortunate that we have multiple channels to serve our members’ financial needs. Traditional drive-up facilities, coupled with remote technologies such as mobile check deposit and online lending tools, have allowed us to continue operation with minimal disruptions. That being said, we look to forward to engaging our members face to face, when it is safe for all to do so.”

Currently, Midcoast FCU is operating branches primarily drive thru-only and offering lobby service by appointment only, Gervais said.

Maine Credit Union League

While the Maine Credit Union League did not have an immediate overview of what if any measures members are taking, a spokesperson told Mainebiz the group is monitoring the situation.

"Credit unions are making their own decisions based on outbreaks in their communities," said Jen Burke, the group's public affairs and communications director. "I am not hearing that our institutions are closing lobby services again, but with cases trending the way they are, I would not be surprised if some decide to restrict lobby access [or] move to appointment only. It's ever evolving."