Five Star Bank Reopening Nine Branches Today in First Phase of In-Person Banking Reopening Plan

Plus – New Branch Design to Debut Soon in Remodeled Warsaw Main Street Branch and in Two New Branches Planned for Buffalo

Rochester, NY—August 10, 2020—Martin K. Birmingham, President and CEO of Five Star Bank, announced that the first phase of Five Star Bank’s branch reopening plan will start today with the return to full in-person banking services and the reopening of lobbies at nine of the Bank’s branch locations. Five Star Bank is a subsidiary of Financial Institutions, Inc. (NASDAQ:FISI) (the “Company”), and a leading provider of consumer and commercial lending services across the Western, Central, and Southern Tier regions of NY.

“Today is an exciting day, as we once again welcome our customers inside our branches in Allegany, Batavia West, Canandaigua, East Aurora, Elmira Downtown, Geneseo, Greece, North Warsaw, and Seneca Falls. Five Star Bank associates are looking forward to providing our customers with a full complement of in-person banking services, financial education, advice, and solutions to enhance their financial well-being,” said Birmingham.

“Our top priority in developing this reopening plan, has been the health and safety of our community, our customers and our associates,” said Birmingham.

“A great deal of thought and preparation has gone into our reopening plan, we will continue our thoughtful approach as we reopen our additional branches over the next several weeks. We will be basing our schedule on a number of factors including where branches are located to assure that all communities across our footprint are served and transaction volume.”

While in-person banking at the majority of Five Star Bank branches has been closed since March 18 at the start of the pandemic, 90 percent of Five Star Bank’s 53 branches have remained open under modified operations, including drive-thru lanes, ATMs, and Interactive Teller Machines.

Today’s reopening brings Five Star's total number of locations now open for in-person services to 12. Five Star's Albion branch and downtown locations at Five Star Bank Plaza in Rochester and Fountain Plaza in Buffalo, never closed and have continued to serve customers with full in-person banking.

Health and Safety Measures for Branch Reopening

Sean Willett, Senior Vice President and Chief Administration Officer, who leads Five Star Bank’s business continuity and re-entry efforts, said, “The re-opening of these nine branches, and the remainder that will be opened over the next several weeks, will follow the same phased approach we utilized with our non-branch locations, implementing the steps and protocols we believe are necessary to ensure the safety and welfare of all those we serve.”

“These protocols and safeguards include the requirement that masks be worn by all associates and customers. Further measures have been established for all of our associates, including temperature checks upon entry for elevated temperatures (greater than 100 degrees Fahrenheit) and if necessary, coordinating testing and immediate deep-cleaning and contract-tracing for any suspected infection.”

“Masks are a crucial measure we can all follow to limit community spread of the coronavirus and will be required at all locations in accordance with New York Governor Cuomo’s orders,” emphasized Willett. “For customer convenience, we will have a limited supply of disposable masks on hand for customers should they need one, along with hand sanitizing stations. Customers choosing not to wear a mask will not be permitted to enter the branch. We are confident that our customers understand the importance of their role in limiting community spread as required by order of the Governor.”

Each branch will reinforce state and federal and Five Star Bank expectations using enhanced in-branch signage, communication to customers via Five-StarBank.com, social media, secure mail within Digital Banking, and internal protocols.

In addition to daily temperature checks for associates and masks being required by all customers and associates, plexiglass wellness shields have been installed at transaction windows, signage will remind people to practice proper social distancing of six feet, established traffic patterns are indicated by floor markers, and in-branch traffic will be limited to a safe capacity. Cleaning routines will be followed daily, with additional focus on high-touch areas. Hand sanitizer stations will be located in common areas. To further assure safety, coffee stations for customers, and waiting area furniture have been removed.

“We know customers in at-risk groups, such as those over age 65 and those who have pre-existing health conditions, may have concerns about visiting a branch,” added Willett. “They may contact their branch to arrange a private appointment and we will do our best to accommodate them.”

As they have been able to do through the pandemic, customers may access full banking services via Five Star Bank’s drive-thru windows, surcharge-free ATM network, and enhanced 24/7 Five Star Bank Digital Banking, and by phone at (877) 226-5578. Appointments may be scheduled at any local branch.

New Branch Vision to Debut Soon in Remodeled Warsaw Main Street Branch and in Two New Branches Coming to Buffalo

Concurrent with the reopening of Five Star Bank’s branches, a new branch vision has been developed reflecting a reimagined approach to branch banking that meets customers’ changing banking preferences.

That new design will debut in the downtown Warsaw branch at 55 N. Main Street later this year and in two new branches in downtown Buffalo that will open in 2021.

“We are pleased to announce that our downtown Warsaw branch is undergoing an extensive renovation and will reopen as soon as the remodeling is completed during this year’s fourth quarter,” said Joe Dugan, Five Star’s Senior Vice President and Chief Experience and Go To Market Officer. “This new design will expand on the convenience of advanced in-branch digital technologies for easy and convenient daily banking transactions while continuing to offer the personal touch our certified personal bankers provide through education, advice and solutions. We will be announcing more about the exciting plans for the Warsaw branch in the coming weeks.”

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About Five Star Bank and Financial Institutions, Inc.

Five Star Bank provides a wide range of consumer and commercial banking and lending services to individuals, municipalities, and businesses through a network of more than 50 offices throughout Western and Central New York State. Additional Five Star Bank information is available at www.five-starbank.com and on Twitter, Instagram and Facebook.

Five Star Bank, SDN Insurance Agency, LLC (“SDN”), Courier Capital, LLC (“Courier Capital”) and HNP Capital, LLC (“HNP Capital”) are subsidiaries of Financial Institutions, Inc. SDN provides a broad range of insurance services to personal and business clients. Courier Capital and HNP Capital provide customized investment management, investment consulting and retirement plan services to individuals, businesses, institutions, foundations and retirement plans. Financial Institutions, Inc. and its subsidiaries employ approximately 650 individuals. Financial Institutions, Inc. stock is listed on the NASDAQ Global Select Market under the symbol FISI. Additional information is available at www.fiiwarsaw.com.