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Smarter Self-Service: How Credit Unions Are Transforming ATM and Branch Operations
Credit union leaders share how video-assisted banking and hybrid branch models help to improve member experience, optimize staffing, and enable scalable, future-ready operations.
March 2, 2026
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ClaudeIn today’s rapidly evolving financial landscape, financial institutions face a dual imperative: deliver seamless, personalized consumer experiences while driving operational efficiency. The traditional branch model—once the cornerstone of customer engagement—is being redefined by digital expectations, staffing challenges, and the need for cost-effective scalability.
Credit unions are embracing this shift by integrating video-assisted transactions, direct-to-core connectivity, and managed services that reduce reliance on legacy systems and in-house resources.
At Intersect, Diebold Nixdorf’s signature customer event, leaders from Advia Credit Union, America First Credit Union (AFCU), and Vantage West Credit Union joined me on stage to share how they are leading the way in adopting advanced self-service to enhance member experience, drive operational efficiency, and future-proof their branch strategies.
Meeting Members Where They Are
For Jim Jenkins, CISO at Vantage West, the goal is simple: deliver the best possible experience—on the member’s terms. “We’re not implementing video because we want video,” he explained. “We’re doing it because our members sometimes need it to complete their transactions.” This member-first mindset is echoed by Sierra Sorensen, VP of Branch Technology and Innovation at AFCU, who emphasized the importance of staying relevant. “Video allows us to shift our staff’s energy from routine transactions to more strategic, consultative services.”
Stephanie Davis, Manager of Card Services at Advia, highlighted how video has become a cornerstone of their drive-thru strategy, especially during branch remodels and expansions. “It’s about consistency, availability, and creating efficiencies behind the scenes,” she said.
Change Management: The Secret to Adoption
Technology alone doesn’t drive transformation—people do. All three panelists stressed the importance of change management in ensuring the successful adoption of new platforms. Sorensen noted that while younger generations are already comfortable with self-service, legacy members may need more support. “It starts with getting your team on board,” she said. “If your employees understand the ‘why,’ they can help members embrace the change.”
Davis added that proactive communication is key. “We’re involving members in the process—announcing changes ahead of time and educating them on what they can do at the terminals.”
Jenkins pointed out that trust plays a critical role. “When branch staff guide members through the transition, it builds confidence. Not everyone will make the shift, but most will—especially when they feel supported.”
Driving Efficiency Without Sacrificing Experience
While cost savings are a natural benefit of automation, the panelists emphasized that efficiency doesn’t mean cutting corners. Sorensen described AFCU’s approach as a reallocation of resources rather than a reduction. “We’re not eliminating staff—we’re empowering them to focus on higher-value activities like sales and member consultation.”
Davis shared how Advia is using video to scale operations at lower-volume branches, allowing one staff member to manage multiple terminals. “Jenkins highlighted how video technology enhances scalability, particularly in remote locations like Tombstone, Arizona, by supplementing branch staff and ensuring coverage during peak times.”
Branch Transformation: A Hybrid Future
As financial institutions rethink their physical footprints, the panelists agreed that a hybrid model—combining self-service, video assist, and traditional support—is the way forward. “We can’t be everything to everyone,” said Sorensen. “But with the right technology, we can meet a wide range of member preferences.”
Davis noted that Advia’s most successful branches are those where over 50% of transactions are now self-served, freeing up staff for more meaningful interactions. Jenkins added that Diebold Nixdorf’s new platform, with its transaction assist capabilities via video on demand, represents a paradigm shift. “It’s not about forcing video—it’s about enabling self-service and stepping in only when needed.”
A True Partnership for Innovation
All three credit unions viewed Diebold Nixdorf as more than just as a vendor, but as a strategic partner. “You’ve listened to our feedback and built it into the platform,” said Jenkins. “That’s what we need—someone who’s in it with us.”
Sorensen echoed this sentiment: “We’re growing fast, and we need a partner that can scale with us. DN has helped us maintain a seamless member experience across all channels.”
Davis concluded with a nod to the long-standing relationship: “We’ve refreshed our entire fleet with DN, and every time it gets better. That’s why we keep moving forward together.”
Final Thoughts
As the panel made clear, the future of branch banking isn’t about replacing people with machines—it’s about using technology to enhance human connection, improve efficiency, and deliver exceptional member experiences. With the right strategy, the right tools, and the right partner, financial institutions can transform their operations and thrive in a digital-first world.
Credit Union Leadership in Member Experience Innovation
Advia Credit Union
Headquarters | Oshtemo, Michigan
Advia’s drive-thru transformation strategy,integrates video teller technology during remodels and new branch openings. This approach ensures consistent member experiences while creating back-office efficiencies. Notably, over 50% of transactions at transformed locations are now self-served, freeing staff for consultative services.
About Advia Credit Union:Advia Credit Union’s mission is to provide financial advantages to its members. With over $3.5 billion in assets, Advia seeks to provide quick and easy access to money and time-saving financial tools to 200,000 members in Michigan, Wisconsin, and Illinois. Advia’s team of 600 professionals delivers excellent service and innovative products at 34 locations and via digital and mobile platforms. Advia is guided by its core values: driving progress, acting with integrity, building and strengthening relationships, and keeping people at the core. Visit adviacu.org to learn more about how we provide Real Advantages for Real People™.
America First Credit Union (AFCU)
Headquarters | Riverdale, Utah
AFCU stresses the importance of strategic energy allocation—using video to shift staff focus from routine transactions to strategic initiatives. This management strategy includesteam-first education, market-specific deployment,and centralized staffing models that boost profitability and member satisfaction.
ABOUT AMERICA FIRST CREDIT UNION
Now in its 86th year, America First Credit Union has grown from a single branch serving military personnel and federal employees into one of the strongest and most progressive credit unions in the country. The credit union is the largest in Utah, and has 115 locations across Arizona, Idaho, Nevada, New Mexico and Utah. It is also the fifth largest credit union in America with more than 1.5 million members, and the sixth largest in assets with more than $22 billion. America First Credit Union is a member-owned, not-for-profit cooperative financial institution dedicated to building communities and helping members do more with their money. Learn more at americafirst.com.
Headquarters | Tucson, Arizona
Vantage West leverages video assist and call center integration to maintain service quality while minimizing branch footprints. Utilizing video technology enabledscalable expansion into remote markets, such as Tombstone, AZ; while staff-led member education in drove adoption and trust.
Vantage West Credit Union
Vantage West is one of the largest credit unions in Arizona. Established in 1955 to serve personnel at Davis-Monthan Air Force Base, the credit union has expanded to serve members in Pima, Pinal, Maricopa, and Cochise Counties. Vantage West offers consumer and business banking services and is federally insured by NCUA. Learn more at www.vantagewest.org.
Included In This Story
Diebold Nixdorf
As a global technology leader and innovative services provider, Diebold Nixdorf delivers the solutions that enable financial institutions to improve efficiencies, protect assets and better serve consumers.
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