"Last week, I stood in line at my local bank branch, notebook in hand to jot down some thoughts while waiting. The woman ahead of me had brought what looked like six months' worth of statements, each one carefully marked with sticky notes. As the teller patiently worked through each query, I watched the line behind us grow longer and longer. The young teller maintained her professional smile, but I caught that subtle eye twitch that said everything."
"It got me thinking about the generational divide playing out in bank branches across the country. While younger generations handle most banking from their phones, many Boomers still prefer the in-person experience. And that's totally fine! But after chatting with several bank tellers (including my neighbor who's worked at Wells Fargo for eight years), I discovered there are certain habits that, while well-intentioned, can make their jobs particularly challenging."
Bank branches show a growing generational divide as younger customers use mobile banking while many Boomers prefer in-person service. In-branch habits among older customers include writing multiple checks at the teller window and avoiding ATMs for simple transactions, which lengthen wait times. Tellers face bottlenecks when customers write checks at the counter during peak periods instead of using writing stations or preparing deposit slips beforehand. Routine tasks such as small withdrawals or balance checks that take seconds at an ATM can consume significant teller time when done in person. These behaviors increase lines, slow service, and add stress to frontline staff.
Read at Silicon Canals
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