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Vantage Credit Union

Creating a better transaction experience for members while improving operational efficiencies, oversight and quality control.

"NCR helped us by providing experts every step of the way during implementation."


- Vantage Credit Union
What they needed

Offering members more access

Vantage Credit Union has over $975 million in assets and nearly 80,000 member-owners. Its 12 locations serve the City of St. Louis, eastern Missouri and two counties in Illinois. Founded in 1957 as a teachers’ credit union, Vantage now serves members from many backgrounds and occupations.

Vantage wanted to create a better transaction experience for members while improving operational efficiencies, oversight and quality control. Their strategy for doing this was to implement a centralized teller process with a single, unified interface. They were also concerned about making sure their established reputation for service excellence and careful attention to detail would translate into remote interactions    

What we delivered

Centralized Interactive Tellers

NCR worked with Vantage to design a centralized Interactive Teller Solution to meet their goals via full integration with SymXChange. This would let tellers post each transaction as a single entry, reducing errors and processing time. Vantage was the first financial institution to implement this full integration, so NCR’s team of experts approached it as a pilot project, working closely with the credit union during each step of the implementation and partnering on each detail, including best-practices communication with members to assure them about the benefits they would be experiencing.    

What happened next?

45% more transaction volumes

As coronavirus became a reality and branches were closed in mid-March, Vantage Credit Union saw an increase in transaction volume of 45% on drive up ITMs. This enabled the credit union to continue offering members a greater level of service from their drive-thru. At the same time they split their teller teams into smaller groups to increase employee safety while continuing to provide service and maintaining a standard transaction time of 3 minutes per person. In spite of less tellers working at once they managed to keep wait times to roughly 1 minute per member transaction.

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