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Credit union introduces Live Personal Teller Kiosks in new branch



Photo Credit: THE OUTLOOK: TROY WAYRYNEN - Customers at Rivermark Community Credit Union use automated computer technologies and are assisted by service representatives at the Gresham Station branch.

With today’s warp nine lifestyles, Rivermark Community Credit Union intends to return an unexpected dividend to its customers — their time.

The credit union opened its new Member Resource Center in Gresham Station on Monday, Oct. 27, unveiling what could become the future in how we do our banking business.

“I believe we’ve found a way to utilize leading edge video technology to make banking easier and more convenient for our members,” said David Noble, vice president of marketing for Rivermark. “This is really the future of financial services, and it’s much faster for our customers to do their routine transactions.”

Noble is referring to Rivermark’s introduction of Live Personal Teller Kiosks, interactive video terminals that assist customers with their banking business that formerly was done at the counter with a teller. Members are greeted via a video conference link, where loan officers and tellers at Rivermark’s corporate offices in Beaverton guide customers through myriad transactions ranging from mortgage and loan payments to opening a new account. The terminals resemble an ATM but actually represent an up and coming new practice in the industry — DIY banking.

Rivermark is the first on the West Coast to offer Live Personal Teller Kiosks technology. While kiosks were rolled out in August in the drive-through areas of Rivermark’s Hawthorne and Beaverton branches, Gresham is the first in the company to launch the full Member Resource Center technology. The company plans to open resource centers at its other locations next year.

But the Live Personal Teller Kiosks are only the tip of the iceberg. Rivermark was the first credit union in Oregon to offer Mobile Deposit, which allows members to deposit paper checks using their phone, tablet or computer. Still not sure how that works? Visit the Technology Bar and learn how you can open an account or schedule an appointment from your phone or tablet.

“The Technology Bar is a great resource,” Noble said. “We have multiple devices preloaded with Rivermark’s online banking apps and can show customers how to navigate our mobile services on their iPhone, iPad, Android or tablet.” Photo Credit: THE OUTLOOK: TROY WAYRYNEN - David Noble, vice president of marketing for Rivermark Bank, talks about the banks new branch using the latest technologies for interacting with customers.

Putting the power of personal banking in the hands of members also has allowed staff to be more responsive to customers’ needs, Noble said.

For example: Prior to the use of kiosks for transactions, tellers were unable to do much more than count cash. Customers looking to open a new account, apply for a loan or seeking an explanation for charges or fees were referred to a personal banker. Now, unencumbered by a counter, staff can work one-on-one with customers on a variety of services.

“We refer to our Personal Teller Kiosk staff as interactive solution specialists and our account officers as solution specialists,” Noble said. “These highly skilled professionals have many responsibilities including opening new accounts and problem resolution. A lot of our tellers are now able to spend time with customers who have more complicated financial needs.”

The Member Resource Center, Noble said, is the result of listening to what members wanted in their financial institution. Along with the ability to get in and out for simple transactions, Rivermark also streamlined its processes for members with more complex needs, all designed to save them time.

“Customers can make an appointment online to talk to one of our account officers for a mortgage or car loan, which allows us to do the research before you even come in,” Noble said. “We’re ready for you so we don’t waste your time. How great would it be to start looking at cars or houses knowing you’re already pre-approved?”

Photo Credit: THE OUTLOOK: TROY WAYRYNEN - Rivermark Community Credit Union's newest branch at Gresham Station. Rivermark is using computer technology to provide a unique experience for customers. If it often seems that making it to the bank is a struggle, given that banks close when you get off work, take heart — Rivermark’s Live Personal Teller Kiosks in Gresham Station offer extended weekday and Saturday hours. And while the Member Resource Center required closure of Rivermark’s branch on Powell Boulevard at Southeast 182nd Avenue, Noble said the new location in Gresham Station puts the credit union “right in the heart of Gresham.”

“Our members have asked for convenience and easy access, and that’s what Rivermark is all about,” Noble said. “We’re super excited about this because we believe in personal service. And this is a way to use the latest technology to really and truly help our members do more.”

Rivermark Community Credit Union

Where: 1058 N.W. Sleret Ave., Gresham.

What: new Member Resource Center offers Live Personal Teller Kiosks featuring video conferencing with Rivermark staff via a secured connection from the credit union’s corporate offices in Beaverton; kiosks transactions include deposits, withdrawals and loan payments; private meeting rooms provide confidentiality for more complex banking needs.

Rivermark is celebrating its grand opening through Friday, Nov. 7, with mobile device give aways and other prizes.

Call: 503-626-6600.

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