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A growing number of credit unions are working to make their branches more sales and service oriented and kiosks are part of the transformation. Kiosks are being used to provide members with complex product information and assist with member queuing—all while supporting management demand for better staff utilization and improved branch ROI. Kiosks are growing in popularity because they can help reduce transaction costs, staffing overhead, and generally boost member service levels.

The first kiosks started appearing in credit union branches in the late 1990s. These were fairly simple machines, used primarily to put the credit union’s brochures online and have them printed on demand, as well as providing a place to display current loan and deposit rates.

The next generation of kiosks provided members with a new way to conduct business when visiting the branch, which is especially convenient during peak hours or for conducting routine transactions. For example, Erie Federal Credit Union has deployed NCR’s Fast Branch Kiosks which combine transaction, security and marketing-related applications in one unit. Members are offered a full range of transaction services, including check deposits (without envelopes or deposit slips), check withdrawals, loan payments, advances and more.

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