Independent Banker - December 2021 - 63

it is a way to attract and retain high-level talent. When an
employee can perform several functions, you can pay them
more, provide better options for growth and, in most cases,
you will have a more engaged and fulfi lled employee. "
Transitioning away from tellers in 2018 was part of
the strategic outlook for Old National Bank, which is
based in Evansville, Ind. One of its leadership principles
is " delighting clients " and exceeding their expectations,
so instead of tellers, the $23.7 billion-asset community
bank relies on client service representatives and
relationship bankers.
TELLERS SAY...
Early in the transition process, the bank recognized
a change in client behavior and wanted to off er a more
customer-focused role to serve needs above and beyond
simple transactions.
" One way to do this is to off er more robust service at
every opportunity, " says Christine Hobrough, community
banking president for Old National Bank. " Our client
service representative serves all transactional needs, plus
an array of servicing needs. "
FORGING NEW JOB DUTIES
From assisting with loans to helping customers open a
credit card, the sky is the limit when it comes to what these
new kinds of tellers can do within a community bank.
At Springs Valley Bank & Trust, universal bankers have
responsibilities beyond traditional teller duties, including
IRA management, opening new accounts, e-services (cash
" I don't feel rushed when I move
with the client to the conversation
space. I spend more time with each
client getting to know them and
understanding their needs. "
-jeff barthel, relationship banker,
old national bank
the tech innovating teller services
Today's marketplace is full of
technologies that are automating
and digitizing traditional teller
services. For example, Springs Valley
Bank & Trust Company in Jasper,
Ind., is employing interactive teller
machines, or ITMs, which typically
off er ATM services in addition to
issuing checks, loan payments and
much more. Other capabilities,
such as online account opening and
remote deposit capture, cut down
on the number of teller interactions.
" We are in the process of using
the interactive teller machines for
extended hours, " says Craig Buse,
senior executive vice president,
chief lending off icer and chief
operating off icer.
The bank had even considered
using them as a stand-alone branch
in rural markets or as replacements
to drive-thrus. " ITMs and the other
digital products continue to pay
dividends as we deal with this
pandemic and the transition to a
more virtual experience, " he adds.
In addition to its mobile
application and online banking,
Old National Bank in Evansville,
Ind., is investing in its ATM network
and rethinking how its transaction
services are situated inside its
banking centers. The bank has opted
for more open pods instead of the
barriers of traditional teller lines as
part of its transition to client service
representatives, which can handle
any customer transaction.
" We continue to update our
locations by replacing traditional
teller lines with modern pods that
allow team members to move freely
through the banking center, meeting
the client when they arrive, " says
Christine Hobrough, community
banking president.
independentbanker.org Q 59
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Independent Banker - December 2021

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