Join Mark Debes, the SVP of Retail Banking at The Fauquier Bank, and FMSI as we aim to answer the question, is there a way to achieve world-class branch service levels with technology? Uncover insights for optimizing your teller service potential plus strategies for getting the most out of the latest branch technologies.

1. Using Industry Benchmarking
Data to Maximize Teller Results

2. • Welcome and introductions
• Why do customers change financial institutions?
• Account holder service assumptions
• Defining branch employee roles
• A closer look – The Fauquier Bank
• Tracking and measuring branch performance
• Integrating branch technologies
• Open discussion including Q&A session

3. Submit a question or comment via chat

4. • Gordon A. Williams IV, FMSI EVP Business Development
• Mark Debes, The Fauquier Bank SVP of Retail Banking and
Marketing
• W. Michael Scott, FMSI President/CEO
• Chad Davis, FMSI VP of Marketing

6. Ernst & Young Survey

7. Controllable variables that positively impact branch service:
• Having the right personnel
• Training and accountability
• Management strategy
• Engaged/focus leadership
• Investing in technology
• Desirable branch design

8. Account Holder Service Assumptions
• No wait times vs. reasonable wait times
• Other retail wait times
– Grocery store
– Department store
– Fast food restaurant
– Coffee shop
• Excess staffing expense

9. Line Management – Addressing Account Holders
• Briefly talk to account holders in line
• A friendly conversation goes a long way
• Let them know it will not be much longer
• Invest in video monitors

10. Measuring Teller Excess Waiting for Work Time

12. Positioning Tellers for Optimal Service
Improper branch scheduling can lead to:
The bored branch employee
The overwhelmed branch employee

13. Incentive Pay Plans
• Encourage desired behaviors
• Stronger buy-in from staff
• Improvements to morale

14. The Teller Role
• Primary vs. secondary responsibilities
• Examples of “secondary” duties
– Account holder telephone calls
– Balances daily transactions
– File maintenance and other clerical work
– Cross-sells
– Outbound sales and support calls

15. Assigning Secondary Tasks
• Open task vs. defined time periods
– Identify lulls in transaction activity
– Time-block to complete task
– Establishes accountability
Alisha Calivan
Amy Grady
Andrea Jills
Andrea Potts
Ann Hall (SREP)

16. Taking calls on the teller line
• Redirect calls to call center
• Interruption hinders service
• Call center is better suited

17. Lobby Service Representative (LSR) Role
• Improve lobby service and efficiency
• Tracking and analyzing lobby activities
– Specific product/service activity
– Assist time tracking
– Daily account holder lobby visits

19. $598 million in assets, has 10 branch locations in Fauquier and Prince
William Counties, Virginia
Mark Debes,
SVP of Retail Banking and Marketing Fauquier
The Fauquier Bank
Client since March 2012

20. Banking behaviors changing due to delivery channels
• FMSI
• Teller Capture
• Video Teller

21. Culture
• Sales and Service Training
• Observation and coaching
• Reward and Recognition-Peer and Supervisor

22. Teller Line Performance Dashboard

23. Lobby Performance Dashboard

24. Set up an in–branch cyber café
• Account holders switching to online banking
• Have front-line staff be part of the transition
• Provide friendly learning environment

25. Net Promoter Score
How to calculate your score?
Survey account holders: Ask, how likely is it that you would recommend
our institution to a friend or colleague? The response is on a 0-10 point
rating scale and is categorized as follows:

26. Computerized Lobby Tracking System
(Lobby and Performance Management System)

27. Forecasting Scheduling Engines

28. NCR APTRATM Interactive Tellers (IT)
• A video teller machine
• Drive efficiencies

29. Teller Cash Recyclers (TCR)
• Certified safe
• Automated
• Drives efficiencies

30. Teller Capture
• Streamlines teller tasks
• Better service
• Counterfeit check review
FMSI Vendor Partner, BluePoint
Solutions, offers a solution
called, ImagePoint Teller

31. Improve the service at your branches:
• Better understand and manage the account holder service
expectations
• Define the roles of branch employees for optimal service
• Operate more efficiently with service accountability and
self-service technologies

32. FMSI has assisted over 600 financial institutions nationwide
in optimizing their branch networks through applying
actionable business intelligence from the analysis of
transaction data.
– Learn more at www.fmsi.com, or call 770.619.3443
– Download all FMSI white papers and recorded webinars at
fmsi.com/resources