Truist Financial Corp. is planning significant investments over the next five years to attract new clients and grow existing relationships in some of the strongest growth markets in the country.
The strategic investments include building 100 new branches, renovating more than 300 branches in high-opportunity markets, enhancing digital capabilities, and hiring additional Premier advisors to serve clients with more complex financial needs.
“This significant investment demonstrates Truist’s continued commitment to grow with our clients at every step of their financial journeys and strengthen market share in some of the most dynamic areas of the country,” Truist Chairman and CEO Bill Rogers said. “Our strong capital position and momentum enable us to invest confidently in our growth strategy and fulfill our purpose to inspire and build better lives and communities.”
Specifically, the new branches and renovations will be in high-growth and economically vibrant markets including Atlanta; Austin; Charlotte, N.C.; Dallas; Miami; Orlando, Florida; Philadelphia; and Washington, D.C. These new branch models will be optimized with smart design, integrated technology and modern layouts to create dedicated space for conversations with Premier advisors.
“At Truist, we’re creating an experience that is digitally empowering and deeply relational to help our clients achieve financial success,” Truist Chief Consumer and Small Business Banking Officer Dontá Wilson said. “These investments accelerate our ability to provide clients with proactive, AI-driven digital insights and data-informed, tailored advice in our branches, including comprehensive financial planning personalized for Premier Banking clients.”
Through this initiative, Truist also plans to:
- Drive a more personalized and connected experience across client channels through AI-driven analytics to deliver tailored and real-time insights, information and marketing offers to individual clients within the digital and branch experience;
- Provide a client-friendly fraud prevention and resolution experience including an innovative digital and in-branch ID verification tool and AI models to continuously analyze anomalies, identify potential threats and detect malware across account openings and payment transactions;
- Average nearly half a million conversations per month through Truist Assist, its AI-enhanced digital assistant, to help clients quickly get answers to the most asked questions with the option to be transferred to a teammate;
- Deliver more than 550 million personalized, real-time financial insights per year through its AI-driven Truist Insights platform, available in mobile and online banking, to help clients with cash-flow summaries, income and expense analysis, proactive balance monitoring, managing subscriptions and more;
- Develop Truist Client Pulse, an internally developed, patent-pending AI tool, which will aggregate client feedback across millions of conversations — delivering holistic insights and trend analysis to quickly identify and address client behaviors and challenges;
- Enhance digital tools and capabilities;
- Bolster its consumer payments capabilities for Zelle, Bill Pay and digital money transfers;
- Offer the award-winning LightStream unsecured lending solution through Truist.com and in branches, and
- Modernize ATMs with the ability to provide a more “mobile-like” personalized experience including tailored offers and multi-denominational withdrawals.