FMSI Teller Line Study Webinar Presentation
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Transcript of FMSI Teller Line Study Webinar Presentation
• Welcome and Introductions
• Current State—Branch Banking
• Federal Regulation Impact
• Impact of Alternative Banking Channels
• 2013 Teller Line Trends
• A Closer Look – Member One Federal Credit Union
• Staffing Approaches in the Branch
• Open Discussion Including Q&A Session
Submit a question or comment via chat
• Gordon A. Williams IV, FMSI EVP Business Development
• Paul Economy, Member One FCU SVP Retail Operations
• LeAnne Gill, Member One FCU VP Regional Manager
• W. Michael Scott, FMSI President/CEO
• Chad Davis, FMSI VP of Marketing
Current State—Branch Banking
• Affordable Care Act, also known as Obamacare (Effective January 1, 2014) • The Dodd-Frank Wall Street Reform and Consumer
Protection Act (signed into federal law on July 21, 2010)
Mobile Banking • 2012 worldwide mobile payment transactions up 63%
from 2011 • Usage in U.S. increased by 50% since 2011 • Accounts for less than 3% of transactions (FMSI Clients)
Mobile Wallet • Utilize smart phones to store and manage cards • Game changer consumers interaction with FI • Competitive differentiator in the marketplace
Video Tellers • 82% of general retail banking consumers for some transactions. • Current users have a 90% satisfaction rate. • A documented 40% reduction of labor costs (NCR Case Study)
Member One Federal Credit Union
• Headquartered in Roanoke, VA
• $586 million in assets
• 70,000 members
• Established in 1940 to serve Norfolk & Western employees
Member One Federal Credit Union
• Over 560 Small Employee Groups
• Since 2008 we have seen 40% membership increase
• Currently serving 4 market areas in Southwest Virginia (Roanoke, New River Valley, Lynchburg, & Franklin County)
• 11 Retail Center locations, 1 to open this fall
Transaction History Report (Monthly)
• 115,202 Highest transactions in 2010
• 85,600 Lowest transactions in 2010
• 2 year transaction average =104,014
Cost per Transaction Report
• Lowest $0.72 (May 13)
• Highest $0.87 (Jan 11)
• Organizational goal = $0.73
• Decreased our cost by 9% over 2 year period (Jan 13/Jan 11)
Cost per Transaction Report
• Lowest $0.73 (Dec 11)
• Highest $0.87 (Jan 11)
• Organizational goal = $0.73
• Decreased our cost by 9% over 2 year period (Jan 13/Jan 11)
Staff Utilization Report
• Highest 77% (Aug 12)
• Lowest 42% (June 13)
• 2 years ago we were at 76%
Keys to Success
• Goal focused: back to the basics
• Trusting the system
• Leveraging the scheduling tool
• Defining employee roles
• Hiring practices
Staffing Approaches in the Branch
Core System Transaction Volume Analysis
Staffing Approaches in the Branch
Scheduling with Forecasted Transaction Volumes
Time-Blocking for Secondary Duties • Systematically identify idle times • Assign and track activities • Improve accountability
Position your FI for 21st century challenges
• Consolidating your low volume branches
• Implement a systematic workforce optimization scheduling program
• Get more accomplished during identified lull periods/idle time
FMSI provides performance management information and a scheduling solution to financial institutions of all sizes, including a workforce optimization comparative data report that allows clients to see where they rank amongst their industry peers.
– Learn more at www.fmsi.com, or call 770.619.3443 – Download all FMSI white papers and recorded webinars at
fmsi.com/resources