Technology Helps Androscoggin Bank Provide Assisted Self-Service in its Branches

In a move that echoes some of the steps larger banks such as Citi and Umpqua have taken to create high-tech branches that encourage staff-assisted self-service, $700 million-assets Androscoggin Savings Bank in Lewiston, Maine, has been giving its branches — as well as online and mobile banking channels — a technology refresh.

In the branches, the bank has been installing cash recyclers — machines that scan and count cash and checks, replacing a teller drawer, and that also act as vaults, so that the teller doesn't have to sit behind a high glass window. This gives the bank the freedom to position the tellers at more approachable "pods." The bank created its first pod branch in Portland in 2009 and is working on another that will open next year. "We're not just converting the cash recyclers, we're converting the whole branch to a dialogue," says chief customer officer Christine "CJ" Conrad. "It's more of an assisted self-service model where we have walk-up ATMs and cash recyclers. You don't have a teller line, people can walk up and have a conversation."

The Glory Teller Cash Machines save tellers considerable time. Cash deposits from local retailers used to take tellers 10 to 15 minutes to count and process. "Now it takes her five and they're talking the entire time, because the machine is doing the work," Conrad says. The tellers also no longer have to count and re-count the cash in their drawer.

The branches also feature kiosks at which customers can learn to do online banking. Branch staff are skilled at showing customers how to use the bank's site. The bank is also looking at kiosks at which customers can open accounts or perform other tasks with assisted self-service. "The key thing is that assisted model, making sure there's a person there," Conrad says. "The way I think of it is, if you're at Home Depot, you might use the self check out if someone is standing there, but if they're not, you're could potentially end up getting stuck. We want to make sure people can do their own transactions themselves but never feel that they're going to get stuck in that check out line with nobody there to help."

Androscoggin is also planning a mobile banking launch this fall consistent with its theme of assisted self-service. "We're trying to get transactions in the hands of customers so they can control when, why and how they do their transactions," Conrad says. It's purchased Fiserv's Mobile Money product and is layering its own application on top of it to provide basic online banking features through the phone. It's using Fiserv Zashpay to provide person-to-person payments. The bank would eventually like to provide loans over mobile devices. "The challenge there is trying to fill out a long form on mobile device," Conrad says. "We're looking at voice recognition technology where you can fill out the form just by speaking into your phone. That's a ways away." To assist new mobile banking users, the bank plans to provide extended service hours in its call center.