SCOTIABANK Jamaica says roughly 98 per cent of its retail transactions are now being carried out through digital and other non-branch channels, a figure that shows how dramatically customer behaviour has moved away from the traditional banking hall.

The disclosure comes as the financial institution continues to widen the range of transactions customers can complete remotely, including opening some accounts, applying for unsecured credit, and sending international wire transfers.

Its digital drive has also earned Scotiabank Jamaica recognition at Global Finance’s 2026 World’s Best Consumer Digital Bank Awards, where the bank said it was named Best Consumer Digital Bank and also won the award for Best Mobile Banking App.

“Digital is fundamentally about making it easier for our clients to do business with us,” Hughton Leslie, senior manager for digital banking channels, said in a press statement.

“We continue to look across the entire client journey to identify where technology can make banking simpler and more convenient, while maintaining the security and confidence our clients expect,” he added.

The 98 per cent figure includes transactions conducted through digital and other non-branch channels and points to a banking model in which branches increasingly have a smaller role in routine transactions such as transfers, bill payments and other everyday activities.

Scotiabank’s digital transition has been underway for several years. The bank started out converting some locations to digital branches, where everyday transactions are directed to self-service channels while staff concentrate more heavily on areas such as financial advice, account opening, mortgages and loans. It’s digital branches do not facilitate cash or cheque transactions over the counter.

The bank is now expanding the range of services customers can access beyond basic transactions at ATMs and through its mobile app. Existing and prospective customers can begin the process of opening eligible accounts online, while Scotia OnLine and the Scotia Caribbean Mobile App allow users to undertake an expanding range of activities without entering a branch.

Among the services now available are international wire transfers, applications for unsecured credit, bill payments, transfers between accounts, credit card payments, and foreign exchange purchases.

“We want our digital channels to give clients meaningful options and greater flexibility. Whether you are opening an account, applying for credit, or sending funds overseas, our focus is on reducing friction and making the experience as seamless as possible,” Leslie said.

Scotia’s expansion of its digital services reflects a wider transformation taking place across banking, where competition is increasingly centred not simply on whether an institution offers digital banking but on how much of the customer’s financial life can be handled through those platforms.

Global Finance, which announced the first-round winners of its 2026 digital banking awards in August, said institutions were assessed on their strategies for attracting and servicing digital customers, success in getting customers to use digital products, growth in digital customers, breadth of offerings, benefits generated by digital initiatives, and the functionality of their web and mobile platforms.

The publication said this year’s awards come as banks globally increase their use of artificial intelligence, automation and data analytics, while facing rising customer expectations around speed and ease of use. Security and resilience have also become increasingly important as more transactions migrate online.

Scotiabank Jamaica is also adding more controls that customers can exercise directly.

Debit cards can now be locked and unlocked digitally if a card is misplaced or there are concerns about its use, while customers who identify a questionable credit card transaction can initiate the dispute process digitally.

“Trust remains fundamental to banking. As we expand what clients can do digitally we are equally focused on providing tools that help them feel secure, informed and in control,” Leslie said.

The migration towards digital banking does not mean Scotiabank is abandoning its physical network. Instead, the bank has been repositioning branches around different functions.

Alongside its full-service locations it operates digital branches focused heavily on self-service transactions, and sales centres where advisers concentrate on loans, investments, retirement planning and other financial needs.

Scotiabank, which has operated in Jamaica for more than 137 years, said its technology investment is ultimately intended to give customers greater choice over how they interact with the institution while preserving access to human advice where it is needed.

“The recognition from Global Finance is important because it validates the work we are doing, but ultimately our success is measured by the experience we deliver to our clients,” Leslie said.

“We have been part of Jamaica for generations, and we continue to invest with the future in mind, using technology to make banking easier, safer and more accessible while ensuring our clients can still access the advice and support they need,” he continued.