News

Affinity Plus FCU transforms branch with help from NCR TCRs

July 11, 2012

NCR has announced that Minneapolis-based Affinity Plus Federal Credit Union, the largest non-bank FI in Minnesota with state-based assets, is piloting a non-traditional branch environment designed to transform the member experience. The NCR Teller Cash Recycler (TCR) plays an integral role in the pilot program.

The new branch is designed to provide a seamless customer experience. A fluid floorplan includes 10 centrally positioned workstations where member advisors assist members with any need, from a simple check-cashing transaction to a loan application, without the limitations of traditional teller/loan officer roles.

"We want to create a unique and comfortable member experience in our branch that puts an emphasis on our relationship with the member," said Sarah Mason, senior vice president of Affinity Plus. "Several years ago, we realized that our traditional branch design was isolating our member advisors from truly interacting with our members. Standing in line and talking to a person behind a wall didn't achieve the level of personalization and relationship building that we would prefer for our members."

Each workstation in the branch includes a TCR, which prevents advisors from being tied to one location. The TCRs facilitate an open-landscape environment, while still handling cash, checks and money orders safely. The TCR technology also helps the member advisor to work more efficiently without the confusion of constant vault buys/sells or supervisor involvement.

Affinity Plus worked on the pilot program with NCR and Case & Associates, an Anoka, Minn.-based financial services solutions provider, and an NCR solutions partner since 1996. The approach agreed upon by the three groups builds on a growing trend by financial institutions to reinvent their branch banking experience.

According to Celent, more than three-quarters of North American financial institutions surveyed indicated that expansion of new sales and service capabilities in the branch will drive technology decisions over the next three years.

"While there is great diversity among branch transformation initiatives, a common element is the use of transaction automation," said Bob Meara, a senior analyst in tge Celent banking practice. "Automating routine transactions — particularly those involving cash and checks — frees front line staff to better understand and meet customer needs." 

For more on this topic, visit the bank automation research center.