Teller Pods: A Design Approach

As the needs of credit unions and their members have evolved, so has the in-branch experience. In the past, member services were largely transaction-based. As most transactions can now be accomplished remotely using a mobile phone or computer, the experience for members and staff is now largely based on education and conversation with the goal of making sure the member is well taken care of and the credit union is able to present its full range of services.

First Heritage Federal Credit Union Headquarters - Corning, NY

“We love the open concept, where you can come around and greet the members and be more interactive with them. ‘Here, you need assistance with our coin machine or online banking? Let me help you.’ And our members love the open concept. They think it’s welcoming and bright. We’ve just generally had really positive feedback from our members and business members.”

— Colleen Roll, VP of Branch Administration, FHFCU

While the changes to the way members and staff function have been widely adopted, transactional teller service is sometimes still required. The utilization of teller pods has created a versatile design solution that bridges the gap for both staff and members by removing the physical barriers found in the traditional design of financial institutions where members wait in line for service.

Adopting a teller pod utilization model also greatly enhances the member and staff experience. For example, older members can sit while deposits happen, so they don’t have to stand for long periods of time. Another key component of this model is the utilization of a “tech bar” that allows staff to assist members with how to utilize the credit union’s mobile technology. Business members come in and socialize in the lounge area.

CFCU Community Credit Union , Transformation Center - Ithaca, NY

“Not having the traditional teller line and having them separated allows for better private conversations—especially with the cross-training of staff to have those conversations. Whether it is financial literacy or even taking a loan application—it’s away from the line and you can better separate to help people.”

— Jason Conner, Branch Manager, CFCU

Employees who work in the teller pod model have expressed how they enjoy the open feel and how it enhances their connection to members by allowing them to more easily greet people, move around the branch to assist people. From the perspective of management and back office, it enhances the ability of the manager or other, traditionally back-office staff, to assist an employee or speak with a member about a more specialized service such as a mortgages.