News

Kansas bank embraces universal teller concept

February 5, 2014

Leawood, Kan.-based Alterra Bank has made the move from a traditional teller line format to a universal banker approach that allows staff and customers to interact without the barrier of a counter. The change was made possible by the installation of two ARCA CM18 cash recyclers, a news release said. 

"We've combined teller and new account representative roles," said Debbie Eldridge, branch operations manager of the suburban Kansas City FI. "The recyclers are tucked underneath the desks and are available when [needed]. It's a whole different customer experience. Instead of standing at a window, customers can actually sit down and do their transaction with you — while having a cup of coffee."

The ARCA CM18 has enabled Alterra Bank to reduce trips to the vault, eliminate the use of teller cash drawers and improve the customer experience at the branch.

"With the CM18, we've reduced the time when customers are waiting for us to count money," Eldridge said. "Normally the process for tellers would be to count money three times into the drawer or out of the drawer. It's definitely sped up process times."

The CM18 Cash Recycler automatically counts, authenticates and safeguards cash deposited by tellers, which then becomes immediately available for teller cash withdrawals.

The technology eliminates the need to count cash both at the teller line and at the vault, which can take 2 to 3 hours of a teller's time each day, and also improves accuracy, reduces customer wait times and reduces staffing requirements.

"Our technology is perfect for the new universal teller model," ARCA project director Tina Grooms said in the release. "By eliminating the manual processes of controlling cash in the branch, staff is better able to focus on their customers and not on cash."

Read more about bank automation.