Introducing ITMs

As you may have already seen, heard, or even tried for yourself, Vantage West is introducing a whole new banking experience through our Interactive Teller Machines (ITMs)—self-service stations that combine the convenience of an ATM with your favorite Relationship Banker standing by to help at the touch of a button. 

We know that change can sound scary, but this is one change you can look forward to! In this blog, we’ll share with you how ITMs can help you more efficiently manage your everyday transactions and pave the way for a fresh new lobby experience, aimed at supporting your holistic financial journey.  

What is an ITM? 

When visiting an ITM, you’ll probably notice that it looks and functions much like an ATM. Once you insert your card, you can do anything that an ATM can help you with—withdraw cash, check your balance, make a deposit, etc. 

But here’s where the magic starts: ITMs have a superpower that ordinary ATMs do not—a button that says, “Live Banker.” If you select this option, you will be connected with a Relationship Banker through a video screen on the machine. 

In Live Banker mode, your experience with the Relationship Banker will be very similar to the experience you would get at the counter—full-service assistance with deposits, withdrawals, making payments, and more. The Virtual Relationship Banker will guide you through the simple steps for using the machine, including how to validate your identification card, insert and withdraw cash and checks, and take your receipt. 

“We can’t wait to share this new experience with our Members,” says Regina Hunter, Manager of the Virtual Financial Center. Regina leverages her 12.5 years with Vantage West to build upon the Member experience through her leadership of our Virtual Relationship Banker team. “While our ATMs were helpful before, our Members will be able to do so much more with our new ITMs, where we can provide more personalized services in a virtual setting.” 

What will the new Branch Experience be like? 

When you walk into a branch equipped with ITMs, like I-19 & Irvington or 43^rd and Peoria, you will be greeted by a concierge, where our Relationship Bankers can help direct you based on your banking needs. For everyday banking transactions, you will be guided to an ITM machine for self-service banking. Instead of waiting in a teller line, the ITM experience will help you complete your transactions faster. 

Need to have an in-depth conversation with a banker? Want to explore our products and services?  Interested in financial wellness coaching? Our Relationship Bankers will be ready to meet with you in a private meeting space to have a brief chat to get you the information or assistance you are seeking.  

“At Vantage West, we are focused on creating meaningful interactions for our Members,” says Hunter. “ITMs help free up our branch team members so that they can focus on creating deeper connections and providing wholistic financial wellness coaching.” 

Who are the Virtual Relationship Bankers? 

Not to fear—you won’t be interacting with robots when you visit an ITM. 

Our Virtual Relationship Bankers are the same friendly and helpful financial experts you’ve been working with at our branches before they were promoted to this cool new position. So, they already know and understand your needs and are ready to share their knowledge to help you where you need it the most. 

Hunter expressed the importance of dispelling a misconception that ITMs are taking jobs away from our Relationship Bankers. “That is definitely not the case,” she shared. In fact, the new Virtual Relationship Banker roles are promotions for some of our previous Relationship Bankers. “The new roles and have created opportunities for growth and an increase in salary.” 

Our new Virtual Relationship Bankers assist Members from a new Financial Center housed at our corporate headquarters in Tucson. As we install ITMs in more branches in the coming months and years, they will be able to assist Members more quickly and efficiently from a centralized location, to meet Members at their preferred location. If you end up having a favorite Virtual Relationship Banker, you may end up seeing them no matter which branch you visit! 

ITMs for the Win 

On the go? You’ll find ITMs in place of traditional ATMs outside specified branches and in branch drive-thrus. Plus over time, Virtual Relationship Bankers will be available beyond normal branch hours, to better meet the needs of your busy schedule. 

With reduced wait times, extended hours of service, and more personalized experiences, the introduction of ITMs provided numerous benefits to Vantage West Members.  And we’ll be right here to help you as you try out the new experience.  

“If I could offer any piece of advice to our Members, it’s to go ahead and try the new ITM experience,” Hunter says. “Once you use an ITM a few times, you’ll become a pro. And our friendly in person team members and Virtual Financial Bankers will be there to help you every step of the way.”