Opening a new branch isn’t just about unlocking the doors and turning on the lights … it’s the result of months of planning, strategic decision-making and staff training!
INB recently opened our new branch in Tampa, a strategic investment in both community and customer experience.
But what actually goes into making that happen?
Hiring for Success
A successful branch relies on the right people – otherwise, all we have is a building!
Strong leadership is the cornerstone of every successful branch and plays a crucial role in building out the rest of the team, ensuring the branch reflects our core values, supports our growth and delivers the service INB is known for, according to Kathy Greer, SVP, Retail Executive Manager at INB.
“Many of our leaders join us from other financial institutions, so they bring with them a strong network of talented professionals. That makes it easier to identify and recruit experienced individuals who already have the skills and mindset we’re looking for in our retail positions,” Kathy says.
At our Tampa branch, our Florida Market CEO Allen Brinkman is leading the charge, alongside private banking manager Boris Habimana and Michelle Contreras, relationship banker.
“The staff in Tampa has proven to be exceptional, and it’s been a pleasure to provide some initial training and continue to support their development,” says Kelly Raison, VP, Retail Operations and Process Improvement Manager.
Training to Make Banking Easy
Hiring great people is just the beginning. Rigorous training ensures every team member is prepared to deliver the excellent service INB is known for, from Day One.
Nadine Mackenzie, Retail Administrative Assistant & Training Officer, always recalls her mentor’s advice: ‘investing in training and development leads to the most significant return on investment a company can have.’
“As a training team, we know that knowledge is power, and we hoped that our enthusiasm helped to instill that in the Tampa team,” she says.
Before opening, INB’s team participates in an intensive training program focused on operational and regulatory procedures, INB products and services, team building, and INB standards and core values.
“These areas form the cornerstone of a successful launch,” Kelly says. “As we traveled to Tampa for training, our goal was to emphasize key operational areas that are critical to branch success and ensure the team aligns with INB’s values in every customer interaction.”
The consistency that comes from a well-trained staff across all branches builds trust and loyalty, which are critical in banking relationships, Nadine says.
“We even continue training beyond the opening with weekly check-ins and coaching meetings, so that the staff feels confident to execute INB’s vision of making banking easy for all Tampa customers,” Nadine shares.
Behind the Scenes
From ordering equipment to setting up vendor services, opening a new branch is a carefully coordinated process involving countless moving parts.
“At INB, we rely on a comprehensive checklist that guides us through every step of the process. Regular planning meetings help ensure everything stays on track,” Kathy says. “This isn’t something one department handles alone; it takes collaboration across multiple departments to get the new branch up and running.”
Equally important is compliance. Before a branch can open its doors, every detail must meet strict regulatory standards. This means verifying proper licensing, ensuring all disclosures and signage are in place, adhering to ADA accessibility guidelines, and coordinating with our compliance and legal teams to confirm the branch meets banking laws and consumer-protection requirements.
Behind the scenes, our project team also works together to ensure the branch operations follow security protocols and to integrate the new branch into the bank’s core systems, from secure networks to digital signage.
One of our biggest enhancements is our new Interactive Teller Machines (ITMs). “ITMs allow us to offer the best of both worlds: the convenience of self-service and the personal touch of a live Video Teller,” Kathy shares. “Whether someone wants to handle a quick transaction on their own or speak with a teller for more personalized service, ITMs make it easy.”
Investing in the Community
For INB, it’s not just about logistics. It’s about building roots.
We’re so excited to open our doors in Tampa, becoming part of the community fabric and investing in Tampa’s future for years to come!