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Midtown Wait Times (Volume of People in the Door (Brand new ATM that takes…

- - - - 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
  - - - 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: 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
  - - - 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,
- - - - 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
    - - 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