David Miree is executive vice president, consumer deposits, investments and network management at Webster Bank. The Connecticut-based bank recently expanded its retail operations into the Greater Boston area, opening more than a dozen locations throughout the area. Miree, who prior to joining Webster worked at Santander Bank, talks with Providence Business News about the expansion project and how he expects it will affect the bank’s overall growth.
PBN: How has the rollout been going in Boston?
MIREE: Our rollout could not be going better. We’ve been on time, ahead of schedule and exceeding expectations. Our team members are having a lot of fun meeting new and prospective customers every day. We’re getting outstanding feedback and our employees are highly energized. It’s a very exciting time for Webster Bank in Boston.
PBN: What sort of response are you getting from the market?
MIREE: Bostonians have been extremely welcoming. Every day, the customers and prospects we meet are really “wowed” by Webster’s brand of surprisingly good service. Those who are new to us are very interested in hearing more about our history, our mission, our culture and, of course, our products and services. As a result we are creating new relationships each and every day at all 18 locations.
PBN: What’s challenging about opening so many retail units at once?
MIREE: We announced our expansion on Dec. 11. Citibank exited those locations on Friday, Jan. 8, and we opened the doors as Webster Bank on Monday, Jan. 11, so we had a very tight deadline – and right in the middle of the holiday season. On day one, we had to ensure that all of the new locations had the Webster Bank branding, look, feel, products and services, and that our nearly 60 new employees were on board and trained. It was a heroic effort with our partners in human resources recruiting and training, corporate real estate, IT and marketing, just to name a few. Although it was a challenge, we are pleased that we really exceeded all expectations.
PBN: How did expanding your customer care center to being open 24/7 help this process?
MIREE: By going 24/7, we are empowering our customers to bank with us when, where and how they want. Usually, when someone needs you in the middle of the night, it’s really important that they get an answer from a human being, right away. Our expansion to a round-the-clock customer care center is giving us a competitive edge – not just in Boston, but in Rhode Island, Connecticut and New York, too.
PBN: How do you expect the Greater Boston area expansion to help the overall growth of the company?
MIREE: It’s no secret that Boston is the hub and growth engine of New England. Our expanded presence here is helping Webster grow our customer base in this significant area of our footprint, and that helps Webster overall. When we entered the Boston market with our flagship office at 100 Franklin St. in 2009, we did so with an eye to this type of expansion. While our retail businesses – consumer banking, mortgage, business banking and Webster Investment Services are front and center in this expansion, our commercial bank benefits, too. Our commercial bank customers and prospects report that they are happy to see our expansion into the towns and neighborhoods where they live and their businesses are based.
