OCBC Bank turns tellers into digital ambassadors
OCBC Bank plans to make half of its bank tellers become “digital ambassadors” as it seeks to upskill its workforce.
The plan is to install ATMs and digital service kiosks at 35 of its branches by 2020. The bank says its redeployed tellers will become branch digital ambassadors and service executives or perform other advisory roles.
To make it clear, OCBC says “no tellers employed today will lose their jobs as a result and the existing network of bank branches will remain largely unchanged”.
Teng Wan Xian, a digital ambassador and former bank teller who has worked at OCBC Bank for seven years, says: “The new ATMs and digital service kiosks have reduced the waiting time for customers at the branch and allow us to provide better customer service as customers do not have to wait long to transact with tellers at the counter.”
The bank has earmarked $14 million for the deployment of the new ATMs and digital service kiosks in Singapore.
These new machines took OCBC Bank’s Customer Experience and E-business teams two years to design by using insights from over 100 customers, including corporate banking customers who perform 60% of all over-the-counter transactions at branches.
OCBC Bank owns a five-year registered design licence for the new kiosks. The machines function like “mini branches” and currently allow customers to perform 15 of the most frequent bank counter services such as cash deposits, cash withdrawals above daily ATM withdrawal limits, selecting the denomination of notes withdrawn, simultaneous cash and coin deposits, updating customers’ personal details and account and card related requests.
According to OCBC, since the pilot launch of the new ATMs and kiosks at eight branches beginning in May 2018, the branches have migrated close to 10% of branch over-the-counter transactions to these machines and over 35,000 transactions have been performed.