Download - 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

• Paul Economy, SVP Retail Operations

[email protected]


• Headquartered in Roanoke, VA

• $586 million in assets

• 70,000 members

• Established in 1940 to serve Norfolk & Western employees


• 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


• LeAnne Gill, VP Regional Manager

[email protected]

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

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