Pendum

Gallery: A new branch model built around self-service banking solutions

A bank branch is both expensive to operate — nearly 16,000 of them in the U.S. are unprofitable — and constantly evolving — since 1985, the number of transactions carried out in the branch channel has dropped by 55 percent. 

When University Federal Credit Union found itself face-to-face with the modern-day realities of branch operation, the Austin-Texas-based FI decided it was time to reinvent the model.

UFCU worked with the branch transformations group at Diebold, led by Raja Bose, to develop a branch concept that would simultaneously emphasize customer service and low operating costs — two business objectives that don't necessarily go hand in hand.


Story continues below...
Pendum

Pendum- The Nation's Largest Independent Service provider for ATMs 
Are your ATMs ready for the EMV and Windows 7 requirements? We can help.

But the credit union and the Diebold team ultimately hit upon a formula that did achieve both goals by focusing on two key elements: assisted self-service and universal personal financial representatives.

Steve Kubala, senior vice president of operations and COO at University Federal Credit Union, said that customers readily accepted the model, which immediately began to generate returns.

"Our typical branch had 12 full-time equivalents," Kubala said. "And at this branch what we started out with was a base level of five FTEs. The return on investment was relatively quick for us because we deployed four financial centers in a 5-month period that were this interactive center model. Each of those the savings is about $350,000 a year in staffing costs." What's more, costs per transaction have declined substantially, Kubala said.

The following slide show offers a closer look at the UFCU branch reinvention — design, environment, banker/member interaction, and the self-service solutions that provide the underpinnings for the new branch model.

View the photo gallery.

For more on this topic, visit the manufacturers research center.

All images courtesy of Diebold.

Related Content

User Comments – Give us your opinion!
  • Tope Ajao
    41407640
    I am sure what has been done here can be adopted to local environment. Prior to now, banking in Nigeria used to be about the size of branches which is still impacting on most banks right now. This is apt especially at a time when financial institutions adjust their businesses to focus on customer service as against products with significant reduction in operations cost. Banking must be a lifestyle and this must include the Retail arm as well...
Products & Services

GRG Global Customer Exchange 2013

http://global.networldalliance.com/new/images/products/6759.png

6759/GRG-Global-Customer-Exchange-2013

Retail Lobby Model ATM

http://global.networldalliance.com/new/images/products/6925.png

6925/Retail-Lobby-Model-ATM

Full Service ATM with Multi-depository

http://global.networldalliance.com/new/images/products/Itautec_IW1565.gif

735/Full-Service-ATM-with-Multi-depository

Teller Automation Services

http://global.networldalliance.com/new/images/products/Teller_Automation100.gif

1085/Teller-Automation-Services

ATM Transaction Processing - IADs, ISOs, Distributors

http://global.networldalliance.com/new/images/products/5943.png

5943/ATM-Transaction-Processing-IADs-ISOs-Distributors

B3 Kiosk

http://global.networldalliance.com/new/images/products/Itautec_B3Kiosk.gif

739/B3-Kiosk

High End Lobby ATM - Monimax 5600

http://global.networldalliance.com/new/images/products/5090_100.gif

782/High-End-Lobby-ATM-Monimax-5600

Assisted Transactions and Barrier

http://global.networldalliance.com/new/images/products/6911.png

6911/Assisted-Transactions-and-Barrier

Build Your Brand with Accent Lighting

http://global.networldalliance.com/new/images/products/6347.png

6347/Build-Your-Brand-with-Accent-Lighting

NCR APTRA Suite

http://global.networldalliance.com/new/images/products/5001.png

5001/NCR-APTRA-Suite

ATM & Mobile Innovation Summit
Request Information From Suppliers
Save time looking for suppliers. Complete this form to submit a Request for Information to our entire network of partners.
ATMIA