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Teller after hours

With the press of a button, PCSB customers in Creston will soon be able to interact with a live teller after hours.

Published: Friday, June 13, 2014 10:48 a.m. CDT • Updated: Friday, June 13, 2014 11:54 a.m. CDT
Caption
These interactive teller machines (ITMs) at PCSB Bank in Clarinda are the first of their kind in the state of Iowa. These machines allow PCSB Bank customers to bank with a live teller after hours.

PCSB Bank is using technology to their and their customers' advantage.

Cindy Alvarez, executive vice president at PCSB Bank said, in addition to PCSB Bank's automated teller machines (ATMs), an interactive teller machine (ITM) will be installed and operating in Creston by the end of July.

Interactive Teller Machine

Unlike an ATM — which is limited to dispensing cash, making deposits and transferring money between accounts — an ITM is a video banking experience with a live teller.

"Imagine driving up to what looks like an ATM, but, instead of inserting your debit card and entering your pin, you simply press the start button on the screen and a live person appears," Alvarez said.

Alvarez said its a technology similar to Facetime or Skype.

ATM vs. ITM

"ATM ... gives customers a very limited self-service menu," Alvarez said. "ITM ... provides a very personal experience."

Alvarez said every time a customer interacts with an ITM, they are interacting with a real person and ITMs provide a number of benefits.

"Convenience," Alvarez said. "ITMs provide customers the flexibility to bank when it's convenient for them."

Alvarez said PCSB Bank's ITMs operate 7 a.m. to 7 p.m. Monday through Friday, and 8 a.m. to 1 p.m. on Saturdays.

"These extended hours are in addition to our lobby hours, where customers still have the option to come inside and bank face to face," Alvarez said.

Alvarez said through the ITM, transactions are processed more quickly than a live teller, since the machine handles the cash and checks.

Additionally, Alvarez said the ITM experience is more personal than an ATM and offers different ways to communicate with the teller on screen to maintain privacy, such as text-chat, scanner for written communication, personal ear buds or a handset (on lobby units only).

ITM services

"Most everything done face to face in a traditional teller line can be done on an ITM," Alvarez said.

ITMs are able to handle check and cash deposits, perform check cashing, transfers, cash withdrawls, loan payment processing and produce imaged receipts.

"There are still a few services that ITMs are not designed for," Alvarez said. "However, PCSB Bank still offers these services inside during normal lobby hours."

Services not included through PCSB Bank's ITM include change orders or processing coin deposits.

Also, ITMs are not designed to dispense specific denominations of bills and are uncapable of differentiating between new and old bills, whereas, an in-person teller can.

Locations

PCSB Bank is the only bank in the states of Iowa and Nebraska to deploy the interactive teller machines and plan to have 11 units in service by the end of the year.

Currently, five ITMs are in service between Clarinda and Lenox. Corning will have one upon completion of the new PCSB Bank facility this month and Creston's ITM will be available late July at the PCSB Bank drive-up, 501 W. Taylor St.

The response

Alvarez said the response to ITMs in Clarinda and Lenox have been "great."

"Customers are really beginning to embrace the new technology," Alvarez said. "The opportunity to speak with a live person during the extended seven to seven hours have been a big hit with our customers."

Alvarez said PCSB employees are also embracing the new technology.

"They all understand that we're not replacing any jobs with a machine," Alvarez said. "ITMs are just another channel for customers to bank with us."

Alvarez said the employees work alongside the ITMs as if they are another co-worker in the branch.

"I know that probably sounds odd," Alvarez said. "But, it really feels that way because of the personal interaction that ITMs provide with the audio and video feed."

Alvarez said there are no additional fees for PCSB Bank customers to use this "user friendly" and "intuitive" service.

For more information about PCSB Bank and their ITM service, visit www.pcsbbank.com.

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