Gallery: A new branch model built around self-service banking solutions
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When University Federal Credit Union decided it was time to reinvent their branch model, they worked with the branch transformations group at Diebold.
Together they created a new concept that emphasizes customer service while lowering operating costs.
University Federal Credit Union is the largest locally owned financial institution in Austin, Texas, with 155,000 members and $1.6 billion in assets. Four UFCU branches currently feature the transformed model.
The new branch model features an open and welcoming environment that removes teller windows and places staff out front.
Placing staff in the public area of the branch removes barriers both real and perceived to make members feel comfortable and welcome.
A key component of the new branch is the Diebold Intelligent Deposit ATM. It's helped UFCU reduce its base level for FTE staff from 12 to five, saving $350,00 per year per branch.
Universal personal financial representatives offer "assisted self-service" as needed. This enables personal interaction and allows staff to make sure the CU is meeting the member's needs.
Enhanced note acceptors allow members to deposit up to 50 fixed denomination notes at a time. The ATMs can also process checks and bill payment documents.
The universal personal bankers perform teller tasks at open, podiium-style stations equipped with Diebold Opteva automated teller machines.
A "collaboration desk" allows the universal banker and the member to sit together, discussing banking needs and referring to the same computer screen as needed.
The reinvented branch also uses Diebold deposit automation ATMs at the drive-through, allowing members to conduct self-service banking transactions when it's most convenient for them.