Legal & Change Communications
Sterling National Bank Annual Branch Closings – Bilingual Version
Clients of closing branches received 90-day advance legal notification; however, two of the locations were in highly concentrated Spanish-speaking neighborhoods, with no alternate branch locations nearby, potentially triggering client concerns on where to bank.
Bilingual follow up communications promoted the benefits of online and mobile banking and reinforced the flexibility of account access at any time.
Safe deposit box clients also received a bi-lingual letter, sent via certified mail, providing action steps on how to handle the contents of their box.
Signs in English and Spanish were posted in each branch and at ATMs notifying clients of the upcoming change.