How DynaCore Supports the Universal Staffing Model and Methods
Today, financial institutions are focused on more than just automating cash and driving efficiencies in their branches. Many, if not all, have transformed the overall experience for their customers or members to include a full-service approach that streamlines the customer’s experience to minimize wait times, offer a continuation in deeper conversations, assess the level of need and match it with the appropriate financial solution, and in many cases, resolve issues that have nothing at all to do with a cash transaction.
Understanding theUniversal Banking Employee Role
For decades the banking industry has taken a siloed approach to managing the customer or member servicing experience. Job Designs centered around Tellers — who are often considered order takers of the cash deposit or withdrawal, Account Opening Representatives — who help to uncover or discover specific financial solutions to equip the customer or member with a specific checking or savings account, Customer Service Representatives — who manage more difficult or sensitive issues such as a debit card dispute, account fraud, deceased membership, etc., and Consumer Lenders — who dive deeply into a consumer’s credit history to articulate a lending solution that meets a specific niche or need. Whereas today’s Universal Banking Employee takes into consideration all of these situations and more.
These employees act as a teller, but also process loans, help customers open or close accounts, promote and sell products/services, and resolve delicate financial issues. They identify the needs of their customers and offer the appropriate services to meet those needs. With a Universal Employee, there is no need to transfer a customer to another department or staff member to lose or repeat key components of a conversation. The Universal Employee has been trained for and is equipped with the skill set to handle a variety of tasks and services within the bank. They are part of your branded experience and provide numerous benefits for the institution.
√ Reducing the number of employees within the branch, minimizing staff shuffle when several employees are on vacation or sick days.
√ With less employees the cost of salary and benefits decrease.
√ Improve staff workload and give employees the ability to tend to their customers or members.
√ The Universal Banker has the expertise to help customers with online resources as well as with technology equipment.
√ Improved retention of branch staff due to more growth and job flexibility.
√ Attentively greeting and assisting a customer, thereby reducing long lines and wait times.
√ Improve overall customer/member satisfaction and a better customer/member experience
Technology as the Enabler
Technology plays a huge role in the Universal Banker Model. It is used to compliment the Universal Banking Employee and enables the full-service experience for the customer/member. A cash recycler is one of the most exciting banking technologies introduced in the industry. It handles cash coming in and cash going out, vault buying and selling, and the documentation of each transaction for end-of-day balancing and audit. Because it’s a recycler, managing and counting the vault is simple and efficient. Most Teller Cash Recyclers (TCRs) are set up with cassettes that can be added based on the transaction volume. No more dual control counting of a vault in the beginning and close of each day. The recycler is built to drive efficiency and can maximize the technology’s ROI quickly when commissioned with the appropriate middleware software.
Middleware applications such as DynaCore™ empower the Universal Banker model and simplify the workflow between the TCR, Universal Employee, and the institution’s core application. It can easily integrate into any branch environment without modification to the institution’s core due to its agnostic communication style. DynaCore has many key benefits that enable the Universal Employee to handle a wide variety of tasks.
√ Supports up to six concurrent Universal Banking employees
√ Hotkeys make it easy for the user to process the transaction accurately and efficiently
√ No double keying of the transaction eliminates errors and waste.
√ Flexibility: a manager can control everything from the PC without affecting teller totals
√ Advances many of the TCR features such as audit and the addition or removal of cash inventory with special cassettes
√ Streamlined Auditing through electronic journals which can be accessed for up to 3 months directly from the DynaCore SD card
√ There is never a need for the manager to interact with the DynaCore™ controller
√ Flexible robbery duress and built-in alarm contacts promotes security
Both DynaCash and DynaCore focus on helping financial institutions obtain an overall ROI offering world-class delivery of integration, without the logistical worries a third-party source can bring. Implementing the Universal Banking Model along with the technology needed to achieve overall customer satisfaction is one of the reasons thousands of DynaCore™ and DynaCash™systems have been installed in financial institutions throughout the United States. Their main focus is enabling cash handling equipment to enhance the Universal Banking Model.
