Independent Banker - October 2018 - 72

CONNECTIONS
Bryan Lenertz demonstrates Ella the Teller.
the driver, so the tellers can engage with them. "
Even drive-through customers can choose between interacting
with a live teller or technology, since the first lane of
the drive-through at the Myrtle Beach location leads to an
interactive teller machine (ITM). The ITM does what a normal
ATM does, with the added feature of a video monitor
connected to the bank's call center. " You can press a button
if you need help with a transaction or if you simply want
someone to do it for you, " Cannon says.
Online and onsite training
All tellers and customer service representatives in Anderson
Brothers Bank's 23 branches are being trained as universal
employees, regardless of whether their branch is open concept
or traditional, Cannon says.
The training is a combination of online courses and onsite
training. It is divided into two modules: CSR 1, which lasts
three days and covers maintenance tasks such as ordering
checks; and CSR 2, which lasts a week and includes more
advanced skills, such as opening accounts.
" Once they've gone through the training, they can do anything
typically needed in a branch, " Cannon says. " We have
approximately 70 tellers and 22 CSRs, and out of them, only
72 Q ICBA Independent Banker Q October 2018
25 have not yet completed the CSR 1 level training. "
Since the universal employees can handle all the normal
banking tasks, the branches can use fewer employees,
Lenertz says.
" A typical bank will have three tellers and one CSR, "
he says. " Since all of the universal employees can do the
teller job or the CSR job, we can operate with three instead
of four. So we're saving money and giving a better
customer experience. "
Positive response
Do customers like the new concept? " They love it, " says
David Anderson, the bank's president and third-generation
shareholder. " They love banking there, and it gets noticed.
The concept makes us stand out in the market, and that's
what we set out to do. "
Lenertz agrees: " We are trying to be as customer-centric
as possible, and be the best at technology as possible. One
of the neat things about the concept is the energy given off.
There are people who don't bank with us who just walk in
because they want to see it. "
Ed Avis is a writer in Illinois.

Independent Banker - October 2018

Table of Contents for the Digital Edition of Independent Banker - October 2018

Table of Contents
Independent Banker - October 2018 - Intro
Independent Banker - October 2018 - Cover1
Independent Banker - October 2018 - Cover2
Independent Banker - October 2018 - Table of Contents
Independent Banker - October 2018 - 2
Independent Banker - October 2018 - 3
Independent Banker - October 2018 - 4
Independent Banker - October 2018 - 5
Independent Banker - October 2018 - 6
Independent Banker - October 2018 - 7
Independent Banker - October 2018 - 8
Independent Banker - October 2018 - 9
Independent Banker - October 2018 - 10
Independent Banker - October 2018 - 11
Independent Banker - October 2018 - 12
Independent Banker - October 2018 - 13
Independent Banker - October 2018 - 14
Independent Banker - October 2018 - 15
Independent Banker - October 2018 - 16
Independent Banker - October 2018 - 17
Independent Banker - October 2018 - 18
Independent Banker - October 2018 - 19
Independent Banker - October 2018 - 20
Independent Banker - October 2018 - 21
Independent Banker - October 2018 - 22
Independent Banker - October 2018 - 23
Independent Banker - October 2018 - 24
Independent Banker - October 2018 - 25
Independent Banker - October 2018 - 26
Independent Banker - October 2018 - 27
Independent Banker - October 2018 - 28
Independent Banker - October 2018 - 29
Independent Banker - October 2018 - 30
Independent Banker - October 2018 - 31
Independent Banker - October 2018 - 32
Independent Banker - October 2018 - 33
Independent Banker - October 2018 - 34
Independent Banker - October 2018 - 35
Independent Banker - October 2018 - 36
Independent Banker - October 2018 - 37
Independent Banker - October 2018 - 38
Independent Banker - October 2018 - 39
Independent Banker - October 2018 - 40
Independent Banker - October 2018 - 41
Independent Banker - October 2018 - 42
Independent Banker - October 2018 - 43
Independent Banker - October 2018 - 44
Independent Banker - October 2018 - 45
Independent Banker - October 2018 - 46
Independent Banker - October 2018 - 47
Independent Banker - October 2018 - 48
Independent Banker - October 2018 - 49
Independent Banker - October 2018 - 50
Independent Banker - October 2018 - 51
Independent Banker - October 2018 - 52
Independent Banker - October 2018 - 53
Independent Banker - October 2018 - 54
Independent Banker - October 2018 - 55
Independent Banker - October 2018 - 56
Independent Banker - October 2018 - 57
Independent Banker - October 2018 - 58
Independent Banker - October 2018 - 59
Independent Banker - October 2018 - 60
Independent Banker - October 2018 - 61
Independent Banker - October 2018 - 62
Independent Banker - October 2018 - 63
Independent Banker - October 2018 - 64
Independent Banker - October 2018 - 65
Independent Banker - October 2018 - 66
Independent Banker - October 2018 - 67
Independent Banker - October 2018 - 68
Independent Banker - October 2018 - 69
Independent Banker - October 2018 - 70
Independent Banker - October 2018 - 71
Independent Banker - October 2018 - 72
Independent Banker - October 2018 - 73
Independent Banker - October 2018 - 74
Independent Banker - October 2018 - 75
Independent Banker - October 2018 - 76
Independent Banker - October 2018 - 77
Independent Banker - October 2018 - 78
Independent Banker - October 2018 - 79
Independent Banker - October 2018 - 80
Independent Banker - October 2018 - Cover3
Independent Banker - October 2018 - Cover4
https://www.nxtbook.com/mspc/independentbanker/november2024
https://www.nxtbook.com/mspc/independentbanker/october2024
https://www.nxtbook.com/mspc/independentbanker/september2024
https://www.nxtbook.com/mspc/independentbanker/august2024
https://www.nxtbook.com/mspc/independentbanker/july2024
https://www.nxtbook.com/mspc/independentbanker/june2024
https://www.nxtbook.com/mspc/independentbanker/may2024
https://www.nxtbook.com/mspc/independentbanker/april2024
https://www.nxtbook.com/mspc/independentbanker/march2024
https://www.nxtbook.com/mspc/independentbanker/february2024
https://www.nxtbook.com/mspc/independentbanker/january2024
https://www.nxtbook.com/mspc/independentbanker/december2023
https://www.nxtbook.com/mspc/independentbanker/november2023
https://www.nxtbook.com/mspc/independentbanker/october2023
https://www.nxtbook.com/mspc/independentbanker/september2023
https://www.nxtbook.com/mspc/independentbanker/august2023
https://www.nxtbook.com/mspc/independentbanker/july2023
https://www.nxtbook.com/mspc/independentbanker/june2023
https://www.nxtbook.com/mspc/independentbanker/may2023
https://www.nxtbook.com/mspc/independentbanker/april2023
https://www.nxtbook.com/mspc/independentbanker/march2023
https://www.nxtbook.com/mspc/independentbanker/february2023
https://www.nxtbook.com/mspc/independentbanker/january2023
https://www.nxtbook.com/mspc/independentbanker/december2022
https://www.nxtbook.com/mspc/independentbanker/november2022
https://www.nxtbook.com/mspc/independentbanker/october2022
https://www.nxtbook.com/mspc/independentbanker/september2022
https://www.nxtbook.com/mspc/independentbanker/august2022
https://www.nxtbook.com/mspc/independentbanker/july2022
https://www.nxtbook.com/mspc/independentbanker/june2022
https://www.nxtbook.com/mspc/independentbanker/may2022
https://www.nxtbook.com/mspc/independentbanker/april2022
https://www.nxtbook.com/mspc/independentbanker/march2022
https://www.nxtbook.com/mspc/independentbanker/february2022
https://www.nxtbook.com/mspc/independentbanker/january2022
https://www.nxtbook.com/mspc/independentbanker/december2021
https://www.nxtbook.com/mspc/independentbanker/november2021
https://www.nxtbook.com/mspc/independentbanker/october2021
https://www.nxtbook.com/mspc/independentbanker/september2021
https://www.nxtbook.com/mspc/independentbanker/august2021
https://www.nxtbook.com/mspc/independentbanker/july2021
https://www.nxtbook.com/mspc/independentbanker/june2021
https://www.nxtbook.com/mspc/independentbanker/may2021
https://www.nxtbook.com/mspc/independentbanker/april2021
https://www.nxtbook.com/mspc/independentbanker/march2021
https://www.nxtbook.com/mspc/independentbanker/february2021
https://www.nxtbook.com/mspc/independentbanker/january2021
https://www.nxtbook.com/mspc/independentbanker/december2020
https://www.nxtbook.com/mspc/independentbanker/november2020
https://www.nxtbook.com/mspc/independentbanker/october2020
https://www.nxtbook.com/mspc/independentbanker/september2020
https://www.nxtbook.com/mspc/independentbanker/august2020
https://www.nxtbook.com/mspc/independentbanker/july2020
https://www.nxtbook.com/mspc/independentbanker/june2020
https://www.nxtbook.com/mspc/independentbanker/may2020
https://www.nxtbook.com/mspc/independentbanker/april2020
https://www.nxtbook.com/mspc/independentbanker/march2020
https://www.nxtbook.com/mspc/independentbanker/february2020
https://www.nxtbook.com/mspc/independentbanker/january2020
https://www.nxtbook.com/mspc/independentbanker/december2019
https://www.nxtbook.com/mspc/independentbanker/november2019
https://www.nxtbook.com/mspc/independentbanker/october2019
https://www.nxtbook.com/mspc/independentbanker/september2019
https://www.nxtbook.com/mspc/independentbanker/august2019
https://www.nxtbook.com/mspc/independentbanker/july2019
https://www.nxtbook.com/mspc/independentbanker/june2019
https://www.nxtbook.com/mspc/independentbanker/may2019
https://www.nxtbook.com/mspc/independentbanker/april2019
https://www.nxtbook.com/mspc/independentbanker/march2019
https://www.nxtbook.com/mspc/independentbanker/february2019
https://www.nxtbook.com/mspc/independentbanker/january2019
https://www.nxtbook.com/mspc/independentbanker/december2018
https://www.nxtbook.com/mspc/independentbanker/november2018
https://www.nxtbook.com/mspc/independentbanker/october2018
https://www.nxtbook.com/mspc/independentbanker/september2018
https://www.nxtbook.com/mspc/independentbanker/august2018
https://www.nxtbook.com/mspc/independentbanker/july2018
https://www.nxtbook.com/mspc/independentbanker/june2018
https://www.nxtbook.com/mspc/independentbanker/may2018
https://www.nxtbook.com/mspc/independentbanker/april2018
https://www.nxtbook.com/mspc/independentbanker/march2018
https://www.nxtbook.com/mspc/independentbanker/february2018
https://www.nxtbook.com/mspc/independentbanker/january2018
https://www.nxtbook.com/mspc/independentbanker/december2017
https://www.nxtbook.com/mspc/independentbanker/november2017
https://www.nxtbook.com/mspc/independentbanker/october2017
https://www.nxtbook.com/mspc/independentbanker/september2017
https://www.nxtbook.com/mspc/independentbanker/august2017
https://www.nxtbook.com/mspc/independentbanker/july2017
https://www.nxtbook.com/mspc/independentbanker/june2017
https://www.nxtbook.com/mspc/independentbanker/may2017
https://www.nxtbook.com/mspc/independentbanker/april2017
https://www.nxtbookmedia.com