Scott Verlander | Source | SVP, Head of Retail & Affiliate Banking at TIAA

Many of our clients in Florida like to use our financial centers for more complex banking activities and use our digital channels for repetitive-service activities. The pandemic clearly expedited the increase in our clients utilizing our digital channels more frequently. But our clients continue to emphasize how much they appreciate an engaged relationship with their financial center bankers. During the pandemic, we’ve trained our financial center employees to perform other activities outside of traditional branch activities – such as trust administration and deposit operations – to ensure we’re as productive and efficient as possible as a banking organization