Banking Branch Models: The Impact Design has on Your Bottom Line and Customer Experience

The traditional branch might sound “old-fashioned,” or a thing of the past, but in many communities, the traditional, or transactional branch is important and serves the clients in this area well. The transaction counter or teller line ranges from two to six tellers, can still use technology like cash recyclers, and can even look more modern than the traditional teller line of yesterday, but with the same function – on one side is the teller, and on the other side is the customer.

Support spaces such as work areas and back counters are needed for storage, card, or cash advance machines, as well as the vault and night deposit. Offices, either assigned or flex, are available, as well as dedicated spaces for branch and assistant branch managers. Adjacent to a first impressions welcome desk is a small café and a small waiting area for customers who wish to see someone in a more private setting.

Similar to the traditional banking model, the transitional model shifts away from the barrier of a teller line to a more open teller line concept. This model helps promote a more personal experience for the customer, where they can come alongside the teller to see things on the screen or discuss items related to their account without having to use a private office. Removing the sides of the traditional teller line, you can also open up the back wall that once was reserved for teller line support. It can now be open, potentially with glass, and be more welcoming to the customers or members. This model, similar to traditional, still requires a queue line and a way to direct transactional traffic, but the branch lobby feels more open.

Workrooms and amount of storage are still required for night vaults and other teller support items but are typically much smaller than the traditional model. Offices, a welcome desk, waiting areas, and small cafes are still needed and used frequently. For customers who are used to the traditional line, this is an easy next step that still functions like a teller line but is often more efficient with technology such as cash recycles that speed up the transactional process.

The Universal banking concept is not new to the industry by any means, but we often see is that it’s the slowest to try and implement. This could be because the core banking software and technology do not allow for it, or the fact that changing to this type of model requires a change in operational training, education, and updating the entire branch network as well – no small task. In short, the transactional teller line or teller pod has been removed and is replaced with customer support stations spread around the branch. These can be cash enabled – sometimes a more central cash station is used by all, but in this model, the customer support staff can handle almost any need the customer might have, from cashing a check to getting a new car loan.

They are trained to handle and solve the customer’s need right there. Because of this model, the footprint of the building can be much more efficient – there is no longer a need for an assistant manager and all of the staff are typically present on the floor. If a customer needs more privacy, the flex offices now can serve that. If there is a larger group, this model allows for a greater conference room instead of a large work area that is no longer needed. The queue line is gone and replaced with a waiting area as customers stand by for the next universal banker to become available.