SPOTLIGHT
Branch Transformation As banks strive to adapt to evolving customer expectations and technology, branch transformation becomes increasingly important to offering an efficient and engaging environment. CBA asked several of our partner firms to share what they are seeing in the field as well as trends and the journey to dialogue banking.
Branch transformation is happening in banks across the country and has become even more accelerated due to the recent labor shortage and pandemic. Financial institutions need solutions to help with efficiencies. Chris Nelson, President of STS Group, Madison, AL, shared how his company is delivering the latest technology to help banks achieve their goals. “Teller Cash Recyclers (TCRs) are one of the most popular solutions we’re seeing in the financial industry. TCR’s allow branches to cut down on the amount of vault visits and increase the speed of night depository processing. This technology provides significant efficiencies in commercial transactions and is easily implemented across any teller application,” explained Mr. Nelson. “Can you Imagine the possibilities of staffing all of your drive-throughs 1 8 | ww w. cbao fga.com | Se p t ember/ O c t o b er 2021
in one centralized location, taking the burden of drivethrough transactions away from the branch staff? Thanks to ITMs (Interactive Teller Machines), banks can centralize their footprint of drive-through tellers into one location. This allows for staffing adjustments including hiring part-time tellers during peak hours and increasing efficiencies. As customers are becoming more comfortable with the use of self-service ITM’s, what was typically a teller transaction has become a self-service transaction. This gives tellers the flexibility to cover more complex drive-through transactions,” he continued. According to Mr. Nelson, the Universal Banker concept and concierge-style branch is here to stay. Self-service safe deposit boxes and self-service coin machines for lobbies are allowing branches to do more with less during a labor shortage. << TCR – Teller Cash Recycler
