When COVID-19 started impacting the United States, banks remained open for business with significant changes such as closing lobbies, establishing appointment-only policies and directing employees to work remotely (teleworking).
Normally, community banks rely on face-to-face interactions, but COVID-19 forced many community banks to adapt to the telework concept. Telework necessitates additional levels of oversight and concern, since changing the work environment can lead people to change their work behaviors. Here's some ways to adapt:
Encourage communication so employees will feel connected to their teams. Remind them of the various communication enhancement tools available. Implementing weekly check-ins to discuss challenges provides an opportunity to offer support.
Urge employees to designate a quiet area for work. Provide monitors, headsets and other tools they normally use day-to-day. Start and end the work day at the same times, schedule breaks and encourage employees to maintain their regular routines.
Offer creative solutions to service/operational gaps relating to telework. Ensure employees feel empowered to be productive, so customers don't feel a shift in the level of service provided.
Communicate expectations for teleworking so employees know to resist the urge to address personal obligations during work hours.
Give great ideas the attention they deserve by delegating someone to gather and circulate suggestions for improvement. Consider instant messaging or virtual calling services to conduct virtual customer or staff meetings and communicate ideas.
Provide flexible options to team members facing special situations such as caring for children or assisting with online learning.
Check for free resources and offers through your benefits providers such as wellness videos, financial classes and other benefits.
By keeping up internal and external communications and using your company's mission and values, you can reiterate the importance of maintaining productivity and the level of service your customers expect. The best way to ensure successful implementation of telework is by cultivating a culture of trust and compassion.
Bob Greening is vice president, USource HR Consulting, United Bankers' Bank, Bloomington, Minn. Reach him at 866-394-1984 or at usource@ubb.com.