Redwood Credit Union selects ARCA for cash recycling solutions

Providing exceptional member service and integration with Jack Henry’s Symitar Core platform was a key component in the decision

Mebane, NC — Northern California’s Redwood Credit Union has selected ARCA to provide its cash recycling technology solution. ARCA, a global leader in cash automation, will support Redwood Credit Union’s long-term rollout of the CM18 cash recycler into its branches.

Redwood Credit Union conducted extensive research and testing before selecting a vendor for its teller cash recyclers. Performance, employee use and compatibility with its existing teller application software, Jack Henry’s Symitar, were critical factors in its consideration criteria.

“Upon doing a side-by-side comparison, it was really no contest,” Todd Cook, Branch Operations Analyst at Redwood Credit Union, said. “The bill rejection rate was so much better than the competitor’s machine. And it was consistent, too. Out of the 418 bills that we tested, ARCA’s machine would consistently reject the same four bills. Whereas the competitors may take a bill today and reject it tomorrow without rhyme or reason.”

For Redwood Credit Union, the purchase of cash recyclers will provide a more efficient experience for staff and members, eliminating exposed cash drawers by storing cash securely in the ARCA safe. With limited human interaction, the device counts, authenticates and secures cash deposits. As a result, the branch can realize increased security and control over cash inventory, while employees can facilitate a smoother member experience with speedier and more accurate transactions. Tellers are then able to shift focus from counting dollars to creating memorable member interactions and building stronger relationships.

As a part of Redwood Credit Union’s transition into a more modern, member-focused in-branch banking experience, Redwood Credit Union also identified the recycler’s aesthetic design, ease of use and top-of-the-line customer service as purchase determinants.

“When placed against competitors, ARCA’s CM18 Recycler was more intuitive for the end-user,” Eric Duran, Enterprise Applications Manager at Redwood Credit Union, said. Since installing the first cash recycler, Duran and team have solicited technical support from ARCA on occasion. “Our experience with support has been really good,” Duran said. “It’s the kind of service we want and expect, but haven’t been getting with other providers.”

As the only provider in the industry with real-time equipment monitoring, ARCA is able to provide Redwood Credit Union with proactive customer support that reduces the number of required service calls, yields greater up-time for field equipment and creates a better in-branch experience for Redwood Credit Union and its members. Additionally, ARCA’s all-inclusive contracts give financial institutions like Redwood Credit Union peace of mind with readily available phone and on-site support, preventative maintenance services and parts and labor, should the need arise.

“It was refreshing getting a glimpse of Redwood Credit Union’s process for selecting a cash recycler vendor,” Mike Mares, Associate Vice President at ARCA, said. “Their team spent a lot of time testing and re-testing various machines in a lab environment, analyzing various scenarios before making a final decision. It’s obvious that their employees take a lot of pride in their organization and that they really believe in a people-focused approach to banking.”

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About ARCA

About Redwood Credit Union

Redwood Credit Union is a trusted, local community credit union serving California’s North Bay and San Francisco areas. Founded in 1950, this not-for-profit financial cooperative is committed to providing exceptional personal service to its members and to their financial well-being. Redwood Credit Union currently holds $2.3 billion in assets and is the 63rd largest of nearly 7,000 credit unions in the United States.

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