24/7 PERSONAL TELLER
Whatever you do, don’t call the PT a machine.
Bill Spearman, President and CEO of Mid-Hudson Valley Federal Credit Union (MHV), loves to tell a story about the member who went to the ATM machine at the CU’s Saugerties branch, only to find that that at 10:00 PM, his card wasn’t working. Hoping it was just a mechanical glitch, he then drove the few miles to the main branch, where he had his first encounter with the Personal Teller, a 24/7 interactive customer service portal. He reported to Spearman, “Not only did a live teller fix my problem, but I got an apology at the same time.”
Now that is something no machine can do...
When MHV put its initial PT into service in 2009, it was one of the first financial institutions in the country to do so. Today, the PT is available at six MHV Credit Union locations!
In essence, a Personal Teller can handle any transaction done by a live teller. The member initiates a session by simply touching the screen, which connects him or her to a customer service specialist. According to Julie Jansen, who heads up the Personal Teller team, “We can see and talk to each other through a video camera with built-in speakers or a privacy handset. You don’t need a deposit slip or even an ATM card, just your account number. And if you can’t remember it, we will verify your ID and look it up for you. Then we build a virtual deposit slip before your eyes. You sign, get an itemized receipt, cash back, whatever you need … and always a smile and a thank you.”
Real Teller. Real Time. Your Time. This Personal Teller technology is so exciting because it allows us to give our members a higher level of 24/7 service than they ever expected.
