Video

Time Well Spent

Cash Recyclers Allow You To Make The Most With Your Time

 

Time Well Spent at Washington Trust Bank

Jake McCarty, Vice President, Retail Group Operations Manager: With a teller and with a cash drawer, it's just, "Get that customer in and out, and make sure that I've accounted for the money."

Cathie Winegar, Vice President, Retail Division Operations Manager: You're focusing on maintaining the security of that cash and you're really not having your full focus on the customer interaction.

Jake McCarty: One of my biggest pet peeves was, is when you would watch a teller pretend to hold a conversation with a customer while they were counting their money, you know, "Uh-huh, yeah, okay, I'm glad you had a fun vacation. Just a second while I ignore you, counting this money."

Cathie Winegar: The cash recyclers have been absolutely amazing because of the fact that we're not spending all this time having to count the cash to the customer or from the customer. We're able to spend a lot more time having really great solid conversations with them.

Tami Ferguson, Retail Group Manager: We very much don't want to be that bank that just puts customers in products because we need to hit a number, and so we don't set sales goals that way. And so we have a lot of training around needs-based, only offering the products and services that a customer really needs, and then ensuring that we're fulfilling on that when they're out in the branch.

Jim Branson, Senior Vice President, Director of Retail Banking: All we want our employees to do is care about the customer. It sounds really cliche, but the way we train everybody is like they're your mom or your dad and you're gonna take the time to ask the questions and make sure you uncover what they really need instead of selling them something.

Jake McCarty: One of the things that we found was, is, you know, when you were a teller, you knew everything about the dog, you know, and when their kid was going away to college, or those sorts of things, but the recyclers have allowed us to really get into that, the deeper questions of what's going on in that customer's financial life. And the employee feels more like, instead of just being a teller, that because they're a financial concierge, it's their responsibility to make sure that we're servicing the financial needs of that customer.

Kelli Kenzel, Branch Manager, Regional Sales Team Lead: We want to take it to the next level. We want to be accurate and efficient, but we also want to ensure that we're taking care of our customer needs, and that's by having robust conversations with our customers and ensuring that they're not needing something or going somewhere else.

Christina Psomas, Assistant Branch Manager: Pretty much everything about our culture is based upon the customer experience here.

Cathie Winegar: We are here to help the problem-solvers.

Emily Burgess, Branch Manager, Regional Sales Team Lead: It's all about taking care of that customer that's in front of you and giving every moment of your time to be able to provide them with whatever they need, make that experience for them something that they walk out and go, "Wow, I can't believe that just happened, and I can't wait to go back."

Mollie Treppiedi, Assistant Branch Manager: We pride ourselves on the fact that our customer experience is what sets us apart. We want to ensure that when that customer walks in the branch, regardless of how they walk in, that they walk out with a smile on their face, having received the best service.

Jake McCarty: We felt like there was enough need and justification for the interaction with the customer and allowing those employees to focus on the customer interaction that we should be putting these everywhere, not just where we go and do a remodel or build a new branch. And so, out of our 42 branches, we currently have recyclers in 35 of them and plan on deploying recyclers to the remainder over the next two years, because it is important to us that our employees have the ability to concentrate on the important things, the customer interaction, and less on the operations of the day-to-day, "Here I am. I need to make sure I counted all of this three times or four times."