Page 23 - Michigan Credit Union League: 2018 Contact Q1

Consumers have been using automated teller machines (ATMs) for decades, but
what is an ITM?

An ITM is a recent technology being introduced to financial institutions. It connects
members with remote tellers via two-way video. ITMs allow credit unions to offer
members many business-hour services outside hours of operation. While the ITMs
function much like traditional ATMs for cash withdrawals and balance inquiries, they
also offer members the opportunity to do much more. In addition to typical self-
service options, members can have a one-on-one conversation with a remote agent
through a touchscreen interface with video chat, and use the ITMs to complete more
advanced transactions, such as transferring money between accounts, cashing
checks and making loan payments.

In the past year, at least three Michigan credit unions have implemented the use of
ITMs as a way to broaden service offerings: Credit Union ONE, Lake Michigan Credit
Union and Consumers Credit Union.

For Credit Union ONE, the implementation of ITMs represents a new service model
for the credit union by combining state-of-the-art technology and face-to-face,
personalized service. The credit union said their main motivation was to provide

In addition to typical self-service options, members
can have a one-on-one conversation with a remote
agent through a touchscreen interface with video chat.

extended hours and to give members more flexibility and convenience. Also, instead
of members having to stand in the teller line for some transactions and wait to meet
with a different branch representative for other types of transactions, every branch
representative at the new Shelby Township branch is trained to assist members
with all transactions, products and services.

The ITMs may have replaced the traditional teller line that members are accustomed
to seeing in the branch, but they provide face-to-face transaction assistance to
members in an engaging way by connecting them with a remote agent at Credit
Union ONE’s Ferndale corporate office.

The new member experience at the Shelby Township branch, which includes three ITMs,
helps Credit Union ONE accommodate members’ busy schedules while continuing
to offer the high level of service that members have come to expect. “Members
have been using the new facility for a few weeks already,” said Credit Union ONE
President and CEO Gary Moody, “and it’s been exciting to see how this new service
model is helping us provide a full range of services in a way that fits our members’
busy lives.”

FIRST QUARTER 2018 I CONTACT 23