See exclusive industry insights about transaction trends in the retail branch environment. As recently mentioned in a Wall Street Journal article, the FMSI Teller Line Study is based on a compilation of transaction and labor cost statistics, built from over 20 years of proprietary data, from financial institutions all across the country. This webinar will focus on the following topics: Eye-popping industry metrics about the teller line The trends of branch traffic in the retail banking environment Strategic staffing approaches from industry experts Join special guests from Member One Federal Credit Union as we discuss just how impactful not having the proper staffing levels can be to your organization. If you have not already, make sure to download the 2013 Teller Line Study from FMSI.

2. • 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

3. Submit a question or comment via chat

4. • 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

5. Current State—Branch Banking

6. • 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)

7. 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)

8. Mobile Wallet
• Utilize smart phones to store and manage
cards
• Game changer consumers interaction
with FI
• Competitive differentiator in the marketplace

9. 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)

19. Member One Federal Credit Union
• Paul Economy, SVP Retail Operations
peconomy@memberonefcu.com

20. Member One Federal Credit Union
• Headquartered in Roanoke, VA
• $586 million in assets
• 70,000 members
• Established in 1940 to serve Norfolk &
Western employees

21. 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

22. Member One Federal Credit Union
• LeAnne Gill, VP Regional Manager
lgill@memberonefcu.com

23. Transaction History Report
(Monthly)
• 115,202 Highest transactions in 2010
• 85,600 Lowest transactions in 2010
• 2 year transaction average =104,014

24. 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)

25. 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)

26. Staff Utilization Report
• Highest 77% (Aug 12)
• Lowest 42% (June 13)
• 2 years ago we were at 76%

27. Keys to Success
• Goal focused: back to the basics
• Trusting the system
• Leveraging the scheduling tool
• Defining employee roles
• Hiring practices

28. Staffing Approaches in the Branch
Core System Transaction Volume Analysis

29. Staffing Approaches in the Branch
Scheduling with Forecasted Transaction Volumes

30. Time-Blocking for Secondary Duties
• Systematically identify idle times
• Assign and track activities
• Improve accountability

31. 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

32. 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