NORTH CANTON, Ohio (6/12/14)--Self-service solutions from Diebold Inc. are the brains behind The Family CU's (TFCU) new "smart branch" in Davenport, Iowa.
Diebold is a CUNA Strategic Services provider.
The Diebold technology that powers the tellerless branch is supported by remote member service representatives who help members with more complex needs.
Within the branch, members of $140 million asset credit union conduct most transactions on two deposit automation-enabled Opteva ATMs--one in-branch terminal and one exterior drive-up terminal. The interior ATM also features Diebold's Concierge Video Services solution, which allows members to connect with TFCU representatives via video directly from the terminal.
"We've placed members in control of their own banking experiences, and they're embracing the opportunity," said Kris Lundquist, TFCU vice president of marketing. "Members can manage most everything themselves at the ATM, contact a remote representative for assistance right from the ATM or engage with our in-branch representatives."
The branch's two deposit automation-enabled ATMs allow members to make self-service deposits. The ATMs also support withdrawals, balance inquiries, transfers and other transactions. The interior Opteva 720 ATM enables members to initiate video calls to TFCU's member call center from the ATM.
"TFCU values the on-demand nature of our Concierge Video Services solution, as most members don't require additional assistance," said Mychal D. Kempt, Diebold vice president of North America operations. "Members choose when they want to speak with a representative via video. The rest of the time, the terminal serves its primary purpose as an advanced, full-function ATM."
Promoting a smooth transition to the smart branch model, Diebold's advisory services team held interactive training sessions with TFCU's branch and call center staff. The sessions placed TFCU representatives in the role of members, helping them better understand the consumer experience.