RALEIGH, N.C.-More and more often, the teller a member is talking to might be miles away. That's the case with Coastal FCU here, which is using remote teller technology to upgrade its branches while managing costs.
The $2.1-billion Coastal FCU began installing the "Express Teller" system in early 2009. Tellers are located in a centralized location in Raleigh, but can interact with members at all upgraded branches to conduct transactions remotely.
So far, the credit union has upgraded 12 branches and added a new location by installing a standalone Express Teller unit on site of one of its SEGs, Lenovo, along with a member services associate to open accounts and make loans.
Joe Mecca, Coastal FCU's marketing communications manager, told Credit Union Journal the new technology saves management from having to forecast where to hire new tellers, or the need to take on part-time tellers to meet peak demand.
"The Express Teller system spreads the traffic," he reported. "The same person can handle two different branches that have peak traffic at different times. We don't have to worry about filling gaps in coverage, which makes staffing easier."
The Express Teller system scans checks and displays the image on the screen, and the teller can assist on transactions, Mecca explained. He said the account opening process still takes place at branch locations.
"We have been rolling out Express Teller over the past year. We have converted 12 branches and added one new location, all in the Triangle [what locals call the Raleigh-Durham area]."
Because of the Express Teller system, Coastal said it now offers extended (7 a.m.-7 p.m.) weekday and Saturday (9 a.m.-2 p.m.) teller hours at 12 locations.
