Using Industry Benchmarking Data to Maximize Teller Results

• 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

Submit a question or comment via chat

• 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

https://www.youtube.com/watch?v=NImj5RMasV0

Ernst & Young Survey

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

• No wait times vs. reasonable wait times • Other retail wait times

– Grocery store – Department store – Fast food restaurant – Coffee shop

• Excess staffing expense

Account Holder Service Assumptions

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

Measuring Teller Excess Waiting for Work Time

Positioning Tellers for Optimal Service

Improper branch scheduling can lead to:

The bored branch employee

The overwhelmed branch employee

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

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

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)

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

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

$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

Banking behaviors changing due to delivery channels

• FMSI

• Teller Capture

• Video Teller

Culture

• Sales and Service Training

• Observation and coaching

• Reward and Recognition-Peer and Supervisor

Teller Line Performance Dashboard

Lobby Performance Dashboard

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

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:

Computerized Lobby Tracking System (Lobby and Performance Management System)

Forecasting Scheduling Engines

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

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

Teller Capture • Streamlines teller tasks • Better service • Counterfeit check review

FMSI Vendor Partner, BluePoint Solutions, offers a solution called, ImagePoint Teller

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

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