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Main Street Bank Recognized with Eltropy EMERGE Excellence Award for Video Banking Service
Marlborough, MA — Main Street Bank is proud to announce it has been named a recipient of an inaugural Eltropy EMERGE Excellence Award, earning The Human Connection Award for its innovative Video Connect service.
This national recognition highlights financial institutions that are redefining how banking services are delivered, bringing together the convenience of digital tools with the trust and personal connection customers expect. For Main Street Bank, the award reflects a continued commitment to making banking more accessible, responsive, and human-centered.
Through Video Connect, customers can connect face-to-face with a knowledgeable banker from wherever they are, whether opening an account, asking questions, or receiving personalized financial guidance. The service has transformed how customers interact with the bank, helping them save time without sacrificing the personalized experience they value.
For many customers, Video Connect feels like stepping into a branch from anywhere. “When I was out of town a while ago I found a property to purchase and needed a deposit larger than the funds in my personal checking account, so I called my branch,” one customer shared. “A short time later, using my cellphone as a hotspot, I logged into my laptop while sitting in the back of my RV parked at a truck stop on the highway in some Eastern seaboard state south of here and coordinated a wire transfer. How’s that for amazing!”
Others point to the immediacy and ease the platform provides, no matter users’ experience with technology. This combined with genuine care sets the experience apart. “I had to update my information at the bank and I also wanted to sign up for Online Banking. When I was told it would be an online video conference, I said to myself, ‘Oh no, this is not going to happen’,” another customer noted. “I have to tell you that fellow, Jason, who you have working for you is a star! He turned what I thought was going to be an ordeal into a fun-filled learning experience!”
For business customers, the value is equally clear—offering flexibility without interrupting their day. “Our company has been banking with Main Street for years. We have several bank accounts and mortgages with them,” shared one client. “They have consistently been ahead of the pack when it comes to providing new services to their clients to enhance and simplify numerous types of banking services especially cash management and Video Connect.”
“Our goal has always been to meet customers where they are without losing the personal connection that defines Main Street Bank,” said Maria L. Nephew, Virtual Branch Manager. “Video Connect allows us to bring the branch experience directly to our customers in a way that feels natural, convenient, and truly human. This recognition is a testament to the dedication of our team and the relationships we’ve built through this platform.”
Presented by Eltropy at its annual EMERGE conference, The Human Connection Award celebrates organizations that demonstrate excellence in high-volume, high-value video engagement, proving that technology can strengthen relationships rather than replace them.
Main Street Bank’s approach to Video Connect reflects a broader vision of using digital tools not just to improve efficiency, but to enhance how customers experience banking—making it more personal, more accessible, and more aligned with their needs.
“This award reinforces something we’ve believed from the start: digital banking does not have to feel impersonal,” said Jamie Conaghan, SVP of Marketing & Digital at Main Street Bank. “With Video Connect, we’ve been able to blend technology with genuine human interaction, creating a service that’s both efficient and deeply personal. It’s incredibly rewarding to see that approach recognized on a national stage.”
The bank was invited to accept the award during the Eltropy EMERGE Gala on April 23, where leaders from across the financial services industry gathered to celebrate innovation in customer engagement.
To learn more about Video Connect and speak to Main Street Bank’s virtual banking team, visit www.bankmainstreet.com/customer-service/video-connect/.
Main Street Bank’s Video Connect Team (L to R): Jason Frye, Virtual Banking Specialist; Kelsey Oliverio, Sr. Virtual Banking Specialist; Maria L. Nephew, AVP Relationship Manager Virtual Branch; Heather Armstrong, Sr. Virtual Banking Specialist
Main Street Bank accepts The Human Connection Award at Eltropy’s Annual EMERGE Conference (L to R): Aneesh Ballabh, Associate Product Manager, Eltropy; Maria L. Nephew, AVP Relationship Manager Virtual Branch, Main Street Bank; Jamie Conaghan, SVP Marketing & Digital, Main Street Bank; E.J. Louis, Customer Success Manager, Eltropy
About Main Street Bank
Main Street Bank is a locally run, independent mutual savings institution serving Massachusetts. They are united under a culture that strives every day to contribute to our communities by providing customer-focused, innovative products and services for individuals, families, local businesses, and community organizations since 1860, with particular attention to financial wellbeing. With branch offices in the MetroWest and north Middlesex region, Main Street Bank provides an extensive array of financial services and products for all personal and business life stages. To learn more, visit www.BankMainStreet.com.
Member FDIC | Member DIF | Equal Housing Lender
About Eltropy
Eltropy is the leading conversations platform for community financial institutions (CFIs). Its AI-driven communications tools help CFIs communicate, automate, improve operations and engagement, and increase productivity across the institution - all while maintaining the highest standards of security and compliance. Using Eltropy's platform, CFIs can connect with and service their members and customers anytime, anywhere via Text, SMS, Chat, Video, and Voice - all integrated into a single platform. For more information, please visit eltropy.com.
