For one community bank in New Jersey, its digital overhaul came at a crucial time: just before the coronavirus pandemic.

Provident Bank has been pushing its digital capabilities to customers throughout the novel coronavirus pandemic since revamping its online banking earlier this month.

“Our message to our clients is that we have the digital capabilities that are world-class,” said John Kamin executive vice president and chief information officer at the Jersey City-based bank, which has almost $10 billion in assets. “Your phone is your bank, so take advantage of that.”

Of the customers who used Provident’s previous mobile banking solution during a 30-day period, 85% have converted to the new app in less than three weeks, Kamin said. 

Provident Bank had circled March 10 as the roll-out date for its upgraded digital platform back in December, before COVID-19 completely altered modern life. With its enhanced digital tools and customer experience, the bank is now promoting its online banking channels as a way to keep customers engaged without putting their health at risk. 

Through Provident’s new app, customers can now send money through the Zelle payments network, transfer external funds, log in with facial identification and pay bills. The app is also compatible with smartwatches. Kamin said the bank hopes to launch a FICO score feature as well, in the next month or two. Provident’s Spanish version of the app will roll out in the next few weeks, which he said is important to the bank’s market.  

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Like many other banks, Provident has closed all its branches because of the pandemic; customers can only bank in person through drive-through stations and by appointment. The bank is still trying to push its digital channels to customers who used the old app but haven’t yet switched over to the new one, as well as customers who have never used an app. Provident is using email, direct mail and messaging on its website to reach these customers. Kamin said the bank is pushing Zelle and contactless payments in particular, so customers avoid touching checks and card processors.  

Provident used technology vendor NCR to overhaul its digital channels. The bank had tapped FIS as its software provider previously, but Kamin said Provident struggled to stay on the cutting edge while using a big technology provider.

“We wanted to make a quantum leap forward,” he said.

According to Kamin, NCR’s solution is more ready-made than others, which helped the bank avoid building its own solution from scratch. 

Kamin said the call center volume spiked after the bank launched its new app. Two days later, Provident announced on March 12 it would acquire SB One Bank, which made the week an even busier one. Kamin said the bank contracted with third-party call centers to handle the influx in volume. Moving forward, he said the bank would like to continue launching features that help customers bank remotely. 

“We’re trying to automate more and more of what people go to the branch for,” Kamin said.