Labarre Associates, Inc.

BREAKING THE MYSTIQUE: La Capitol FCU INTERVIEW CASE STUDY

 WHO:

 La Capitol Federal Credit Union

 WHAT:

 Rolling out Remote Tellers

 WHERE:

 6 out of 16 branches 

HOW:

La Capitol's newest offices are equipped with a tube system that has 4 POD units in the lobby and 3 drive up units.  All 7 tubes come down in the teller room in a line giving any of 4 teller stations the opportunity to wait on any of the 7 tubes.   We looked at IRT equipped ATMs as an alternate, but they were cost prohibitive.  There are number of advantages to an IRT system, including the ability to have tellers for multiple locations housed in same place. 

MORE DETAILS:

With the tube system branches La Capitol prefers to serve all 7 tubes using 2 tellers.  Outside of extreme busy times this is easily accomplished without sacrificing service. Additional staff within the branch back up the teller positions when necessary, so a typical La Capitol branch would consist of 2 tellers, 2 MSS (member service specialists), who open accounts and perform account maintenance, and a Branch Manager.

The primary focus for La Capitol is new accounts and meeting our members loan needs at branch offices.

Typically transactions are nearly an even 50 / 50 distribution between drive thru and lobby.

MEMBER EXPERIENCE:

Our members expect high service levels with a personal touch at our branch offices.  Our staff get to know many of the members and recognize them by name.  La Cap achieves this in offices with the POD system by having a staff member in the lobby at all times to 

welcome members, direct them to the correct location for service and provide assistance as needed.  The two way video communication with the teller also helps.  The standard La Capitol branch has been built to serve members daily transaction needs through the POD system as well as new accounts and loans and account maintenance needs with Member Service Specialists.

KEY METRICS:

Typically transactions are nearly an even 50 / 50 distribution between drive thru and lobby.

LESSONS LEARNED AND ADVICE TO OTHERS:

  • A greater percentage of branch transactions are now new accounts and account maintenance, as opposed to teller transactions. 
  • The new operational model has enabled us to reduce costs and be more efficient, while providing the same level of service. 
  • Member acceptance of the new model has been good.  La Capitol has performed member surveys to gauge the acceptance of the tube system and have seen a greater than 93% acceptance rate in all branches using this system. 
BACK TO PART 2 OF BREAKING THE MYSTIQUE
Breaking the Mystique

Posted: November 12, 2018