Skip to content

Y-12 Credit Union

https://ncratleos.com/insights/y-12-federal-credit-union

WHAT THEY NEEDED

Enhanced self-service functionality and optimized operational expenses

Y-12 Credit Union has been serving members in the southeastern United States for 75 years. Committed to continuous improvement, Chief Technology Officer Todd Richardson sought to enhance self-service options at the credit union’s existing interactive teller machines (ITMs). “We call them personal teller machines because it’s important that the experience is personal,” he said.

In an effort to reduce both operational costs and member wait times at its branches, Y-12 Credit Union needed new technology to improve the services it could offer members through its ITMs. It aimed to reduce the need for live teller sessions and empower members with self-service options.  

“Our goal was to provide a seamless combination of digital convenience and personal interaction. We want members to choose what works best for them—some prefer self-service, while others value a human touch.” – Todd Richardson, CTO

Additionally, Y-12 Credit Union wanted to ensure its ITMs utilized the latest security features, including limited check deposits and protected sensitive account information to guard against fraud.

WHAT WE DELIVERED

Better security, more efficient teller assistance and innovative self-service options

Y-12 Credit Union partnered with NCR Atleos to implement its Activate Enterprise ATM application to deliver “ATM Plus” features to its ITMs. This allows members to choose between video teller assistance and self-service alternatives.  

Now, members can conduct transactions like deposits, transfers, withdrawals and loan payments at ITMs without teller involvement, allowing the branch staff to focus on other sales and advisory roles. The credit union’s ITMs also support secure transaction initiation via contactless card or mobile device, safeguarding members’ personal information. New customized check deposit limits and advanced check-hold logic help protect members from fraud.

Members who prefer or require a live teller can still access one at the ITM or inside the branch. But lines are shorter since self-service options have reduced the overall reliance on tellers.

WHAT HAPPENED NEXT

Operational efficiency surged with self-service expansion

The expanded self-service capabilities at Y-12 Credit Union’s ITMs enabled members to perform more complex transactions without teller assistance. The organization experienced a 40% decrease in live teller sessions, resulting in greater efficiency and reduced operational costs.

Y-12 Credit Union saw an increase in its Net Promoter Score (NPS), a common metric used to measure customer experience, after rolling out ATM Plus features. Members were satisfied with the shorter wait times and flexible transaction options.

Most importantly, the credit union achieved its goal of blending digital convenience and personal interaction to better meet its members’ needs.

Click here to view fullscreen PDF.