Bank to open 3 more local offices, but with no employees

January 11, 2018

Bank of America will soon open several new Indianapolis-area banking offices—none of which will be staffed by on-site employees.

Charlotte, North Carolina-based Bank of America opened its first Indianapolis retail bank branch in November, in the Cummins office building downtown on East Market Street.

The bank’s local presence will expand by the end of this month, when it opens three of what it calls “advanced centers.” They will be located at the following intersections:

— 96th Street at Interstate 69

— Massachusetts Avenue at College Avenue

— Campus Parkway at Brooks School Road in Noblesville

Customers at these centers will be able to interact with remote employees via video conferencing, but none of these offices will have local staffing.

“It’s part of our strategy for our bank going forward,” said Andy Crask, the bank’s Indianapolis market president.

Crask described the advanced centers as midway between a standalone ATM and a staffed branch office. Customers with more complex needs—someone interested in a mortgage loan, for instance—might “initiate discussion” at an advanced center, then follow up with a face-to-face conversation, Crask said.

Bank of America’s downtown office is staffed. The bank also has local employees at other sites who work for subsidiary Merrill Lynch, and for Bank of America’s commercial lending division.

In addition to the three centers opening this month, Crask said, Bank of America plans to open more local offices in the Indianapolis area by the end of this year. The bank hasn’t announced yet where those offices will be, or whether any of them will have on-site staffing.

The unstaffed banking center concept is a new one for Bank of America. 

In June 2017, the Charlotte Business Journal reported that Bank of America had launched four advanced centers around the U.S. In that story, bank executive Charles Liu said the company planned to open 30 advanced centers nationwide by the end of 2017, and 300 of the centers over the next few years.


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