From the Charlotte Observer:
In the latest move to scale back its branches, Bank of America is ending drive-up teller service at some locations, including in the Charlotte region.
The reason? Too few people are using the drive-thru lanes, the bank says.
The move comes as the Charlotte-based lender is in cost-cutting mode, closing branches nationwide and shrinking its number of automated teller machines.
This month, the nation’s second-largest bank by assets closed drive-up lanes at two branches in Mooresville and one near Lake Wylie. Next month, the service will be discontinued at three more branches in the metro area.
The strategy also impacts Bank of America branches across the country, from Atlanta to Detroit to Houston.
As branch configurations continue to evolve at many of today’s financial institutions, the roles of all channels – and particularly tellers and ATMs – are being redefined. Financial institutions are seeking the right balance between traditional, face-to-face service and the new normal that includes a balance of full-, self-, and assisted-service options to better serve customers and members.
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