Write a commentBy the end of 2026, customers of Fulton Savings Bank (FSB) will see each of the bank’s six offices transformed into an open, welcoming and easy to navigate space as part of the universal banking system—a work practice that makes customers feel valued and builds even stronger relationships,” said Tina Stephens, vice president/branch administration.
Teller stations and customer service representative cubicles will be a thing of the past, Stephens said. “Instead, tellers and customer service representatives have been elevated to become cross-trained universal bankers, where customers can have a seat or stand and be helped with a multitude of transactions all in one comfortable spot. Universal bankers have been going through 12-18 months of extensive cross-training to ensure that they can thoroughly help meet each customer’s needs.
“We launched the UB system at our Baldwinsville branch in May of last year, and it has been very well received by both our customers and our employees. In fact, one of our Baldwinsville customers described her UB experience as having a “spa feeling” because it is a relaxed, less formal and welcoming atmosphere.
“Each bank location will have a color scheme that is more neutral, moving away from the built-in color scheme to an accent color scheme. The drive-through windows at each location will still be available for customers who want to cash a check or make a quick deposit or withdrawal. Our goal is to provide exceptional customer service and build even stronger, trusted relationships with us whether our customers come into our offices, drive through, or use any of our online solutions.”
Stephens explained that research by Fulton Savings on the UB system started pre-Covid 19. “Cross-training became necessary to compensate for employee shortages due to restrictions, which gradually led us to seriously consider adopting universal banking. In addition, Joseph Maryak, the architect who designed the renovation of our main office in the early 2000s spends winters in Florida where the UB system is more prevalent and popular. He used his interactions in those offices as a research source to help determine what features would work best in redesigning our six offices today as part of our UB system.”
Stephens explained that the trend toward more digital online financial management and transactions has led to a large pool of adults who are “unbanked” and that they may be anxious or intimidated about coming into a bank. “The UB system gives the young adult customer a no stress, fast and easy way to handle their transactions."
“Another issue common to so many of our older customers are banking scams and fraud. The UB model gives them contact and trust with a real person to whom they can ask questions and be reassured.”
“We are extremely sensitive to the needs of our customers, and we are always evaluating ways we can improve our service and make their experience easier, faster, and more pleasant,” said Pamela Caraccioli, FSB president and CEO. “The Universal Banking system has proven to deliver a better experience to customers in markets where it has been adopted, and it has been well-received by our Baldwinsville customers since we launched there in mid-2024.”
The main branch is slated to complete UB renovations this spring, and plans are to implement renovations in Constantia in spring-summer this year, followed by our Phoenix, Central Square and Brewerton locations.
Fulton Savings Bank is the city’s oldest, locally owned, longest-standing business, according to The Friends of History in Fulton, Inc., and is celebrating its 154th anniversary in 2025. The Bank has offices in Fulton, Baldwinsville, Phoenix, Central Square, Brewerton, and Constantia, with assets totaling more than $472 million and deposits totaling more than $277 million.
