The $1.68 billion Ascend Federal Credit Union in Tullahoma, Tenn., announced the grand opening of three new branches in the Nashville area equipped with virtual drive-thrus.
Each branch is equipped with two NCR VTMs. Members can conduct automated transactions while interacting with member service representatives via video. Touchscreen features allow users to withdraw cash, make deposits, cash checks, and make account payments, transfers and inquiries.
Ascend partnered with the Atlanta-based NCR and Diebold in Hamilton, Ohio, to make the interactive channels possible. The architectural design was overseen by NewGround, a St. Louis-based global design firm.
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"Research has indicated traditional teller transactions are down, so we wanted a cost-effective way to deliver teller services without impacting the member's personal experience with Ascend," Kim York, SVP and chief marketing officer at Ascend, said. "The VTMs help us deliver the expected level of service while enhancing the convenience of busy members,"
Ascend branded the innovative new service as its Personal Assistance Service System trained four employees to be on-camera representatives and created a PASSport Service Center to house them at its corporate office, York said.
The new VTMs will help the credit union maintain its operational efficiency, ensure new branches become profitable more quickly, and deliver exceptional member service consistently, she added.
"With a growing branch structure, it's often difficult to provide the same level of service regardless of where the member is transacting business," York said.
Structuring a service center from a corporate location allows better control of the member experience, she explained.
"Centralized staffing presents many opportunities, including expanded service hours. We are considering many options to gain a competitive advantage in the market."
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