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This is bonus coverage from “No Crystal Ball” in the March 2015 issue of Credit Union Management magazine.
To build on their success and deliver even higher service levels, many of the nation’s leading credit unions are transforming their branches with innovative new technologies and business models designed to carry them into the future.
“When a credit union develops a branch transformation strategy, the key objective is usually two-fold: to increase its own efficiencies and provide a better in-branch experience for members now and in the future,” says Terry Pierce, senior product manager for CO-OP Financial Services, a CUES Supplier member based in Rancho Cucamonga, Calif.
Headquartered in Greenwood Village, Colo., Bellco Credit Union recently deployed its third In-Lobby Teller at its Stapleton branch (opened in April 2014), and has plans to deploy three more at other locations in early 2015. In-Lobby Teller from Diebold, Inc., is CO-OP’s newest self-service platform, and is designed for virtually any size credit union. For Bellco CU, In-Lobby Teller is part of several strategies the $2.4 billion CU is implementing in its 21-branch network to transform the experience of its 230,000 members.
“The In-Lobby Teller feels more like a tablet than a standard ATM,” says Jared Dryer, north district manager for Bellco CU. (See the image of the machine in Bellco’s Stapleton branch, illustrating this article, and view a video about it here.)
“This branch has been set up for technology, and our universal bankers are there because they are engaged with technology. So having it there is opening up dialogs between our staff and members. Our employees are very proactive in introducing the new technology to members and walking them through it.”
Though not used at the new Stapleton branch, the In-Lobby Teller also offers concierge video services that can connect members to a credit union’s off-site call center at any point during the transaction using two-way video conferencing technology. This allows members to receive immediate live assistance without ever leaving the ATM.
One of the most powerful features of the In-Lobby Teller is its deposit automation technology. With it, members can deposit multiple checks or notes, as well as a mix of checks and cash, all envelope-free. They can also withdraw in denominations down to the dollar.
“Now our members can get 99 dollars as opposed to 100, and the interaction is all touch-based,” says Doug Kearbey, the CU’s senior director of administrative services.
In addition, the In-Lobby Teller features a 19-inch color display that operates as a touch screen and offers easy navigation through its menus. Its language is much more conversational than a traditional ATM, and the high-quality display serves as a platform to help credit unions market their products and services.
“The display is helping us brand our credit union,” says Kearbey. “Our marketing department designed custom screens for it that accent the color scheme, look and feel of the branch.”
To ensure a successful deployment, Dryer emphasizes the importance of training. After researching a variety of options, Bellco CU developed its own training program and delivered it on site at the branch instead of in the classroom.
“This enabled our universal bankers to walk through different scenarios and get a sense for how the members would experience the new branch,” Dryer says.
“We have a great strategy to move our credit union into the future,” Dryer continues. “Allowing the ILTs to handle the transactions enables our universal bankers to build a relationship and focus directly on the member and their needs rather than the transaction itself. This enhances the member experience by allowing us the opportunity to meet more of the member’s long-term financial needs.”
Bill Prichard is senior manager/public relations and corporate communications, CO-OP Financial Services. Reach him at 800.782.9042, ext. 3450.
