Mountain America Credit Union in West Jordan, Utah, the state’s second-largest CU, is testing Diebold Inc.’s video teller service to enhance relationships with customers who use drive-through ATMs.
Mountain America members can speak directly with credit union employees to ask questions, find out about new services or complete transactions, the company and credit union said.
Diebold has already conducted a trial at walk-up ATMs with the $379 million Missoula Federal Credit Union in Missoula, Mont.
Pilot testing at drive-thru ATMs can further tailor technology to the varied needs of consumers, according to Diebold and Mountain America.
Mychal D. Kempt, vice president, North American operations, at Ohio-based Diebold, said the video service can engage customers beyond self-service functions.
‘’Whether Mountain America’s members have questions, need to resolve an issue or even want to respond to a marketing offer, they’ll be able to speak live, via video, with a customer service representative, and complete their business on the spot, ‘’ he said.
The video service, using Diebold’s Agilis Campaign Office software, can reach out to credit union members with special promotions.
Increasingly, credit unions are looking to video teller technology to cut costs by replacing tellers at branch locations, as well as to create a stronger connection with members who prefer electronic options and rarely visit with tellers face-to-face.
The NCUA last summer approved video tellers as “service facilities” for the purposes of field of membership expansion.
Mountain America Credit Union has more than $3 billion in assets, with more than 400,000 members at 75 branches in five states.
