Bank tellers video conference with customers through Interactive Teller Machines
Commonwealth Bank and Trust Company is using technology to assist customers face-to-face after bank hours.
Commonwealth Bank and Trust Company is using technology to assist customers face-to-face after bank hours. The bank just rolled out Interactive Teller Machines in the drive-thru that allow people to video conference with a teller to make transactions, even when the lobby is closed.
“Our new hours are going to be on the ITMs from 7 a.m. to 8 p.m. and Saturday 9 a.m. until 4 p.m.,” said David Ising, Chief Retail Officer at Commonwealth Bank and Trust Company.
Customers can walk or drive up to the machine, ask to speak with a teller, select English or Spanish and handle just about any transaction they typically would with a teller inside the bank.
“You’re actually talking to a real person in real-time,” Ising said.
There are 10 people at the Commonwealth Bank headquarters in St. Matthews who operate all the ITM's remotely at five separate branches: Middletown, St. Matthews, Norton Commons, Shelbyville West and Shelbyville East.
The system adds 29 more hours of personal service each week.
“Most feedback has been positive," Ising said. "We have had some customers that were unsure how to use it."
If you don't know how to use it, bank officials say customers can just ask the teller on the screen, and he or she will walk you through it. As for safety and confidentiality, bank officials say it's just like using an ATM.
Customers can deposit checks or cash, transfer funds between accounts, make loan payments and cash checks. Transactions handled by Personal Tellers are processed the same day, even after regular banking hours.
If a credit or debit card is lost or stolen, the Personal Teller can verify a customer's identity and help complete transactions by scanning their driver's license at the ITM.
"Possibilities exist for further non-traditional service deliveries, such as placing ITMs in other branches," said Chief Financial Officer Mike Dugle. "College campuses, popular small businesses and shopping areas would be the next, natural step to provide even more convenience for our clients."
ITMs can also be used as ATMs 24 hours a day, seven days a week.
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