The same person,
every time
Banking counter — three positions, bronze screens rising into the hood
The counter is still there
Every member here is given a banker by name — one person, for the length of the relationship, reachable on a direct line rather than through a switchboard. Long enough to learn how your affairs are arranged, what you are trying to do with them, and what you would rather not be asked twice.
The drawing above is the piece of furniture the business used to be done at, and MYRA has no such room. What was worth keeping from it was never the marble. It was the arrangement: two people at a fixed distance, one on each side, for as long as the matter takes, and both of them knowing who the other one is before the conversation starts.
The same relationship runs through the portal. A message written there goes to your banker rather than into a queue, the reply carries the name of the person who wrote it, and the exchange is kept with the rest of your record. Instructions still take the route instructions take — authenticated, checked and confirmed back to you. A message opens a conversation; it does not move money by itself.
By name, not by number
You are introduced to your banker at the start of the relationship, and it is the same person on the second call as on the first. Where a specialist is needed — custody, credit, a structure — your banker brings them in and stays in the room.
A direct line
A telephone number that reaches a person, and an hour of the day at which you will always get one. Outside those hours the private office picks up, and your banker has the note before you next speak.
Written where it is kept
Messages sit with the statements, the documents and the record of what was agreed, so a conversation begun two years ago is still where you left it.
Continuity, and what happens without it
Every member has a named deputy who holds the file when your banker is away. If a banker leaves MYRA you are told, and introduced to the next one in person.