Popular Community Bank Expands New Retail Branch Experience

Newly Opened Madison Avenue Branch in New York City Is Part of the Bank’s Retail Branch Transformation and Delivers New Technology and Enhanced Customer Engagement

NEW YORK--()--Popular Community Bank, a subsidiary of Popular, Inc. (Nasdaq: BPOP) and one of the nation’s premier community banks, today announced the expansion of its high tech branches with the opening of the 285 Madison Avenue location in New York City. The Madison Avenue branch, between 40th and 41st street, is part of Popular Community Bank’s retail network transformation, a major initiative aimed at enhancing a customers’ experience in the branch.

The Madison Avenue branch opening is part of Popular Community Bank’s retail branch network transformation designed to deliver enhanced customer engagement. This branch is driven by technology and a high personal touch delivered by onsite experts. These digital bank branches allow customers to define their methods of interaction and when, where and how they want to conduct their business.

“Popular Community Bank is constantly searching for new ways to deliver a positive customer experience. We’ve enhanced our in-branch experience to enable a complete view of the customer journey and ensure that all customer touch points work in an integrated fashion,” said Manuel Chinea, COO of Popular Community Bank. “Our focus is to deliver enhanced customer engagement as well as service their needs effectively and quickly. We have taken into account the behaviors of our customer segments and have built a customer experience around their lifestyles.”

The technology-based branch allows customers to “check-in” with a digital concierge to access different service categories: Managing Money, Investing, Borrowing, Service and other reasons for the visit. The concierge guides the customer on how to best leverage EasyDeposit ATMs, mobile and other in-branch self-service tools to expedite the visit. It also has the ability to address more complex banking needs such as financial planning or lending requests by getting the right product specialist in front of the customer.

“We are excited to leverage our technology and high touch approach so we can provide solutions that guide and adapt to customer actions and communication,” said Paul Mak, Popular Community Bank’s NY Metro Region Executive. “Our retail and business customers have given us positive feedback and we continue to see the number of transactions rise.”

The first of these branches was introduced at 2121 Avenue U in Sheepshead Bay, Brooklyn, New York City. The transformed branch banking experience is now being implemented across other Popular Community Bank branches. The new technology branches have increased transactions by 24% in the last few months. Through 2016, 13 branches are scheduled for conversion as part of the retail network transformation initiative with the goal of transforming the entire branch network in 2017.

Through Popular Community Bank’s digital branches customers now have access to a powerful combination of fully trained subject matter experts that understand their needs with technology, allowing the bank to leverage the strengths of each channel to effectively engage them. The branch has:

  • Check-in Kiosk - customers can answer a few simple questions relating to their visit.
  • Community Boards - features local event photos to branch staff bios, a live stream of the bank’s social media posts and enables community connectivity.
  • Solutions Center - customers can spend time at the branch, enjoy the free Wi-Fi and learn more about Popular Community Bank’s products and services, access account information and perform online banking transactions using the tablets provided by the bank on site.
  • Teller Pods - enhanced with cash recyclers designed to efficiently service retail and commercial clients. These easy to use kiosks help reduce transaction times which allow the customer to focus on what really matters to them.

Popular Community Bank has recently rolled out other technology initiatives including EasyDeposit ATMs, Mobile Deposits and Mobile Cash using a Smartphone.

(Note: Branch images are available here.)

About Popular Community Bank

Founded in 1893, Popular, Inc. (NASDAQ: BPOP) is the leading banking institution by both assets and deposits in Puerto Rico and ranks among the top 50 U.S. banks by assets. In the United States, Popular Community Bank has established a community-banking franchise providing a broad range of financial services and products with branches in New York, New Jersey and Florida.

Popular Community Bank’s services are available at branches and online at http://popularcommunitybank.com. Banco Popular North America is a Member of the FDIC and operates under the assumed name “Popular Community Bank” in the markets in which it operates. For customers seeking more information, call 1-800-377-0800 or email popularnet@bpop.com. Find out about the community service of Popular Community Bank on Facebook at www.facebook.com/PopularCommunityBank. ©2016 Banco Popular North America. Member FDIC.


Popular Community Bank
Gabriela Maldonado, 787-217-8522

Release Summary

Popular Community Bank expands its retail network transformation with the opening of its high tech branch on 285 Madison Avenue.


Popular Community Bank
Gabriela Maldonado, 787-217-8522