Midtown Wait Times

Staffing

Member Requests Outside of Normal Teller Stuff

Volume of People in the Door

Newer Staff

We do not have enough people to help during high volume times

The people we do have are slower tellers

Requesting 6 months of statements, last 30 days of transaction history

Lots of questions on account balances and history

Members track their transaction history in person

Generally older membership base who are not embracing newer technology products and services

The 1st and 3rd of the month, social security comes in, disability comes in, generally people who are older and not embracing new products and services to help them

Brand new ATM that takes cash/check deposits, we have had it for 6 months, and there is a slow increase of checks and cash deposits

This makes everything more challenging, the wait times, membership is in a worse mood because of waits this causes other problems

Machines need to have money in them

Tellers have a lot more questions

Stress on the team is much higher

Cash outages are more common during high volume

Newer people are not as fast doing transactions

The need to decode and understand member requests "cash my check" but they do not want cash, they want it on their card

Not asking enough questions, follow up questions, "ok mr smith you want to cash that check, how would you like that cash back?"

All kinds of fixing that needs to go on, the member will not realize the transaction was done wrong, then the member using their debit card and gets all these fees, the original mistakes causes members come back

Not going to lunch on schedule, the branch is busier at the end time, the late lunches are running into high volume times

WHY: happening mostly because there is no sense of urgency, they should be ready by their lunchtime, dragging feet "I need to balance my drawer" sometimes that can take 20 minutes, then everyone is running into late lunches

SOLUTION: having 30 min lunch increments

SOLUTION: some people balance their drawer really quick, some people take a long time to do, when I was a teller I already had my drawer balanced and ready to go, there are some days when that is not realistic, we cannot shut down a teller at 11:40 to make sure they go to lunch at noon,

SOLUTION: Putting off balancing the drawer until after lunch

WHY: it isn't really anything tangible, Malcolm is going to be faster than our newer person, when it is your second week they have to think about the basic stuff, slower counting money back, "should I take this from the machine, should I take it out of my drawer," how do I juggle the transaction between the member needs, the steps, ODP, do i have to have them sign for this or not?

SOLUTION: I do not know if there is a solid solution to help with that, the solution to that would be to reduce/eliminate turnover, I understand it makes wait times longer but we do not want to sacrifice a good experience for a fast experience

Turnover

Involuntary: too many mistakes, losing money, it gets to a point where those people are un-bondable,

Voluntary: the craziness of this place, it is completely draining mentally, physically, there is so much going on, it is part of the reason why Malcolm is leaving and its a lot for someone who has been here for 2-3 years,

Malcolm: wants to be an actor, move to LA, he has big dreams and aspirations with what he wants to do in life, he didn't know if Mazuma was the right place for him, a lot of his leaving was an expectation because he has other ideas he wants to persue

Ryan: he wanted something more relaxed, less crazy, really good with member experience, but he could not take the craziness anymore

Peter: struggled with member interactions, going somewhere where he felt more comfortable

Midtown-specific procedures put into place to protect tellers, PLAN6 is there to help them make a decision about putting a hold on a check, but it is also their CYA, they do not see that it protects them, if the check comes back and it passes PLAN6 then they are covered

WHY: not having enough people, turnover is too high coupled with lunches, I do the schedule in a way that makes it the best for the branch, making sure the members are happy and I'm limited with people

Correlation between turnover and MXP scores? Can we get this information?

WHY: logical standpoint, i banked at bank of america and only been in the branch once, why do we need to come into the branch today, because people are not utilizing ATMs, debit cards, checking on balances, the way the world is going and banking is all tech based, it's definitely not as much face to face as it used to when these folks first learned about banking, we have an ILT that is going to grow as the CU gets bigger, it's called a "print out" which is a transaction history/copy of the statements, money orders to pay rent with, there are other ways to do those things, you do not have to come into the branch to do those things

WHY: they don't have access to a personal computer but work/public spaces do

SOLUTION: it's easier that way to use the online products & services, i don't work with cash very much, they may have briefly mentioned those products or services but it was something I knew about, our book of checks was used to pay rent instead of money orders

SOLUTION: education on products & services, how these can make their lives better, having the specific person for transaction history/statements, these people do not want to hear it at all, but I tried going out there when the line is long to get people to use the ATMs, it's just "ah no I don't mess with that" let me learn more about this to see if I can learn more about it

"I don't mess with that" WHY: because it's new, it is strange and not something they are used to, there is some distrust from them about using online banking, they think someone is going to steal all their money, when they get cash they get a literal thing that cannot be taken away from them, a debit card can get them into trouble and not be safe for them,

"distrust" honestly, I do not know maybe Shirley could explain more, for me I feel like it's safer to have these products and services, but maybe our membership thinks about it in a way that gives us control or it is not as safe

HOW: to educate, have a conversation with them at the teller line, have a quick conversation to see if they will get hooked onto what the person is talking about, you can do this this and this online, and encouraging the team to think about these things, to consider these things and talk to someone about these p&s to help them

Out of the Box: bullet pointing some of the "stuff" on the teller line, let them know they can access these p&s like temp checks or online p&s

WHY: there's just going to be a lot of questions that come up from every scenario, it's impossible to cover all the scenarios in training, i want them to ask instead of fixing a problem later, until they get seasoned they will have questions and it'll take a little longer to get people on the same page, it's the nature of it, they have questions because they don't have experience or been here for long

SOLUTION: maybe having for our team they go to different branches, if they can get more training time in our branch they can seem more specific of our tellers, other branches do not have a demographic that works the same way other locations do, having onsite training would be helpful, more one-on-one training, maybe it would get them more exposure to the types of things our members want to do

SOLUTION: DIY solutions? I think honestly it would be hard to put a document together, we have general guidelines, but when a primary on a rep payee comes in they have not experienced that before, it is much easier to ask someone around them,

SOLUTION: i sound like a broken record, using debit cards, checks, online banking, our membership is very cash focused, but like I said when I banked at BOA i did not focus on cash or work with, but that is what our membership does, and they only way to get it is to come into the teller, they've been in their ODP, their SS comes in, they want their ODP again and the deposit, if we can figure out a way to self-service we can help the membership, we put a lot of money in the ATM and it's gone

ODP "7 out of 10" people are coming in taking their left over deposit plus ODP then we will see them in a month,

SOLUTION: awareness and education, if we have a line out there and talk to them about who has a debit card, then we can get them over to the ATM to do those more simple transactions, if we go use the ATM then it's easier, faster, much more convenient to use, and some people just like to see a face when they are doing something

SOLUTION: talk to them about ATMs whenever we interact with them, there are opportunities in all areas of the branches to talk about products & services

WHY: they're having to wait, because there are higher volumes of people coming into the door, previously we have not had enough staff, there was a high need but not enough people to help, people want to get on with their day, and a lot of people are on their lunch break and it is not a good experience for them, we get those high volume times and without getting our membership to use p&s there isnt much to do

SOLUTION: talk to them about how they're feeling, that you understand, we are trying really hard to do better, trying to get fully staffed, we are trying really hard, we want to find the right people, we want to better serve you and find people who care about working here and serving this membership

SOLUTION: the team does a really good job of handling escalated situations, Tim always does a good job of this, Tim acknowledges their wait and appreciates the members, Strongest: Tim & Jasmine, they do a really really good job of handling those situations 9/10 they do not need a manager and Tim and Jasmine can handle it if a manager is asked for