Berkshire Bank The Customer For more than 170 years, Berkshire Bank has been well-regarded for its entrepreneurial approach and distinctive culture. With $11.6 billion in assets, Berkshire provides business and consumer banking, mortgage, wealth management, investment, and insurance services through its 115 full-service branch offices, including Commerce Bank, a division of Berkshire Bank, in Massachusetts, New York, Connecticut, Vermont, New Jersey, and Pennsylvania. Berkshire Bank was named one of Massachusetts’ Most Charitable Companies in 2017 by the Boston Business Journal. The Challenge Berkshire Bank delivers a diversified range of services through self-service channels like ATMs and online banking. But as its business expands and evolves, it faces challenges related to f

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