Introducing ITM Innovation

by Jonathan Havens, h2o creative group

A new, more convenient way to bank is coming to the Golden Isles very soon, thanks to South Coast Bank & Trust.

In October, South Coast will be the first bank in the area to unveil innovative technology with live customer service called Interactive Teller Machines (ITMs). ITMs offer customers the convenience of banking with a real person from 7:00 a.m. until 9:00 p.m., Monday through Saturday. A live video feed allows normal, natural conversation just like in the bank lobby or drive thru, and the interactive machines cash checks, take deposits (without a deposit slip), transfer money between South Coast accounts, pay a loan, and more. “We are excited to provide our customers with a brand new way to bank,” said Al McKinnon, President of South Coast Bank & Trust. “People live busy lives, and banking should be convenient. But what convenient means is specific to each and every person. South Coast’s mission is to improve the customer experience and to provide the products and services customers need, when they need them. ITMs help us accomplish that.”

An ITM looks almost identical to an ATM, but when customers touch the screen, they are greeted by a real, live person and served in a way that reflects the friendly, professional culture of

the bank. “An interactive teller experience is similar to using FaceTime or Skype, but with an ATM machine” said Linda Butler, Vice President at South Coast. “The video is clear, the machine is easy to use, and the best part is that customers are speaking with a bank representative who can really help them. Once you use it, you love it.”

South Coast will have two ITMs, one located in the drive thru of their location in downtown Brunswick and the other on the southern end of St. Simons Island. Both will be available as an Interactive Teller Machine from 7:00 a.m. until 9:00 p.m., Monday through Saturday, and will serve as an ATM the other hours of the week or for non-customers.

“Lots of people use mobile banking for their day-to-day business, but it isn’t for everyone,” said McKinnon. “ITMs are a unique solution for the person who wants a real banker to assist them. Some customers prefer dealing with a real person, and others prefer to bank online. Now we have a solution to accommodate both, with greatly expanded hours.”

In tandem with the ITMs, South Coast is also introducing a Customer Care Center to offer phone support from 7:00 a.m. until 9:00 p.m., Monday through Saturday. “Customers will be able to call a bank representative 14 hours a day and receive immediate help – whether that be when you’re getting ready for work or after you’ve put the kids to bed.” McKinnon is quick to add, “The South Coast team you know will still be at the bank ready to assist at any time, but we want to be sure and provide the best service we can to our customers, so growing our services and expanding those hours makes sense.”

Interactive Teller Machines have been popping up around the country for the past several years, but they’re primarily found in metropolitan areas and only for larger, national banks. Only three other community banks in Georgia have ITM technology, one of which is South Coast’s sister bank in Valdosta. “We’re honored and excited to be the first bank to bring this type of service and

extended banking hours to our area,” said Jack Kilgore, Chairman of the board. “It will be so beneficial and convenient for our customers.”

South Coast plans to have a formal kickoff when the ITMs are live and the Customer Care Center is available. For more information, please call 912.264.8887 or 912.638.2229 or stop in one of the locations at 1500 Newcastle Street in Brunswick or 60 Midway Square on St. Simons Island. Information is also available at SouthCoastBankandTrust.com.

Some customers prefer dealing with a real person, and others prefer to bank online. Now we have a solution to accommodate both.

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