Independent Banker - October 2017 - 45

Southern leader-Tower Community Bank was the first bank in Tennessee to offer ITMs,
where customers can speak to a teller live (right). It currently has 12 ITMs in operation, some at
stand-alone locations and others at branches; branch locations with ITMs have been able to close
their drive-throughs.
This has led to several technology introductions for the
bank, the most recent of which is the ITM, which the bank
refers to as " a bank in a box. " The bank currently has four
ITM/ATM dual machines in place and plans to roll out
even more, eventually serving 20 of its branches.
" So far, customers like the convenience and speed, " Hester
says. " They don't have to go into a branch. They can
just run by the ITM. " ITM service at The Citizens Bank is
available from 7 a.m. to 5:30 p.m. on weekdays. " We may
add even more hours if demand increases, " she says.
Parke Bank in Sewell, N.J., also with assets of just over
$1 billion, introduced its first ITM in September 2016,
when it opened its Collingswood branch.
" Collingswood is a neighborhood that is really expanding,
with a lot of foot traffic, stores and places to eat, "
says Daniel Sulpizio, senior vice president and director of
retail banking. " As a result, the demographic tends to be
younger, with a lot of millennials, which is why we knew
that technology was going to be important to attract them
to the bank. "
The branch's ITM and a separate, full-function ATM
are both located in a 24-hour service area adjacent to the
branch. " We make sure that we have people welcoming
new customers to the branch, giving them tours and
explaining how the technology works, " he says.
The Collingswood branch itself is also inviting to its
younger customers. There is no teller line, the writing
counter has an iPad, and there is free wi-fi and coffee.
Customers are also able to conduct transactions with individual
employees if they wish.
Café or bank?
While ITMs are becoming a successful way to bridge
the gap between technology and human contact, the
real future of this " bridge " in community banking may
already be in place at Brooklyn, N.Y.-headquartered Dime
Community Bank's new branch on Bedford Avenue in Williamsburg,
which it opened in July 2017.
" The Bedford Avenue branch is the latest evolution of
a transformation for us that began three years ago, when
we began shifting away from being a traditional thrift bank
to becoming a full-service community commercial bank, "
says Michael A. Perez, senior vice president and director
of retail banking at the $6.26 billion community bank.
The bank's goal is to provide fast service, allowing
customers to come into the bank during hours that are
convenient for them, engage in their banking transactions
and then be on their way-with or without having interacted
with a human being.
" We wanted to make sure that we balance technology
with the human aspect of customer service, " Perez says.
" So we don't look to technology to replace our employees,
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Independent Banker - October 2017

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