Having recognised that customer needs are shifting and that technology is changing the banking experience, Scotiabank on Friday opened its new service centre, Scotiabank Express, at its former Premier branch location.

“Technology has empowered our customers to expect efficient and immediate results in all areas, including banking, and Scotiabank is committed to simplifying these experiences,” Yanique Forbes Patrick, vice-president of marketing, stated. “It makes it easier to complete all your regular day-to-day banking needs quickly and easily.”

Following the opening of an express banking kiosk at MegaMart in December last year, Scotiabank Express Premier Centre is the second in a sequence of alternative touch points being offered to customers, as other kiosks will be opened around the Corporate Area soon. They will form part of Scotia’s initiative to provide convenient banking options, including self-service solutions.

“Our aim is to make the customer experience with Scotiabank as seamless and efficient as possible,” said Forbes Patrick. “Scotiabank recognises that customers have a greater need for convenience and self-service channels and we are in the process of reorganising our banking practice to offer easy-to-use technologies and services to all.”

The express centre is equipped with eight automated teller machines (ATMs) — two inside and six outside — and also provides free wireless Internet for customers who want to connect to their accounts via their mobile devices. Customers without a mobile device can access their accounts with the assistance of a Scotiabank digital ambassador, who also caters to those who wish to apply for mobile and online banking.

In addition, tellers are on hand to facilitate less intensive transactions, including credit card and loan payments up to $50,000 cash and $250,000 for cheques, bill payments, account-to-account transfers, as well as deposits, withdrawals and balance enquiries.

“We did a lot of research before we embarked on this pilot, and one of the things that stood out to us significantly is that customers still want to talk to a person,” Annelies Denny, senior manager of agency banking, English-speaking Caribbean, told the

Jamaica Observer.

“They (customers) still like the idea of engaging, of having a conversation, and so that is one of the reasons that, whilst we are happy to use the ATM to do cash withdrawals… there is still a level of comfort from using a service where you are talking to a person,” she continued.

Denny explained that another reason for heavy customer traffic within the branch network is that Jamaica has a fairly large unbanked population and as such, business transactions are still cash-intensive. This initiative is geared, therefore, towards reducing customer flow so that branches can focus on transactions that require far more due diligence and personalised service, and customers can take advantage of other products and promotions.

Forbes Patrick is optimistic, though, that customers are becoming more appreciative of the new technologies being introduced by the bank.

“We actually are seeing a lot more use of what we call alternate channels, so people are choosing options outside of the branch to do basic transactions,” she told

Sunday Finance.

“…year over year we’ve seen a 33 per cent increase in the use of online banking. Customers are starting to become more comfortable with it, they’re understanding the security that they need to have and the precautions [they need to take]… and also, people just don’t have the time,” Forbes Patrick added.

As a solution for customers who do not have time during the workday, Scotiabank Express Premier Centre will be open from 9:00 am to 6:00 pm from Monday to Friday, and on Saturday from 11:30 am to 3:30 pm.

— Josimar Scott