In the interest of addressing the many questions we have recently received regarding our Hadley Branch operation, I wanted to reach out and provide an update, as well as my personal thanks for your continued patience with our branch staff.
Striking a balance of service and concern for our employees’ well-being has been a top priority and topic of daily discussion for our Senior Management team since the onset of the pandemic. This tricky balance has remained all the more complicated as we re-opened our branches to non-appointment based service this summer while navigating a nationwide shortage of applicants to fill our open branch positions.
The decision to keep our Hadley Branch lobby closed for longer, and instead route routine teller transactions to our expanded Video Teller department was not taken lightly. However, the decision was a necessary one to help lighten the burden placed on our valued Member Service Specialists while we continue to hire and train new team members up to the standard of excellent service that you expect from UMassFive.
I understand that for some, utilizing new technology may be difficult, and for others, the personalized interactions that you trust and look forward to when dealing with your finances may have felt absent during this time. Please know we have heard your feedback. I can assure you that not only do we miss serving all of our members face-to-face, but we are looking forward to re-opening our Hadley Branch lobby to routine teller transactions in the near future with a complete roster of fully trained staff.
Once again, I appreciate your consideration for the hard work that our employees have put in to pick up shortages in staffing, and continued patience as we strive to welcome our members back into our lobby with top-tier service. If you have any additional questions or concerns, I invite you to reach out to me directly at 413.256.5811 or by sending an email to email@example.com
James Wage, Vice President of Retail Services