Have you ever dialed a company’s customer service number only to have your call routed to a customer call center in a foreign country?
Well, rest assured that’s not the case with INB. Our new Interactive Teller Machines may be high-tech with remote service… but those tellers you’re talking to are local employees who know the ins and outs of INB!
What’s an ITM?
An Interactive Teller Machine (also called a Video Teller Machine, or VTM) uses a combination of touch screens and video technology to offer a virtual version of the in-person banking experience.
You can find ITMs at several INB locations now, including South Sixth Street in Springfield and Pleasant Plains. Mt. Pulaski and Bloomington are next, with all branches scheduled to have ITMs by the end of 2025.
At an ITM, you’ll be able to:
- Deposit checks
- Cash checks
- Deposit cash
- Make loan payments
Most transactions won’t need teller assistance, but if one does, you’ll be able to talk to a video teller via the screen during regular bank hours (all locations will have a video teller available 8 a.m. to 5 p.m. Monday through Friday, and 9 a.m. to noon on Saturday).
“We have found that the ITM can improve the customer experience by reducing wait times, especially when the teller line/drive-up is handling many customers at a given time,” says Dee Pedersen, VP, Care Center Manager at INB. “Our customers can avoid time waiting in line by using the ITM but still interact with a live INB teller located right here in Springfield, Illinois.”
You’ll also find ITMs replacing ATMs at the Main branch in downtown Springfield, as well as the Wabash, North Dirksen, and Chatham branches.
ITMs combine new technology with human expertise
The ITMs feature a touchscreen with a privacy filter and awareness mirror to keep your transaction secure. There is a web camera and microphone, if you need to talk to a teller.
“It’s extremely convenient and easy to use for our customers - and is safe and secure too,” says Taylor Stovall, one of INB’s ITM tellers. “I’m excited to be able to be a part of the ITM team!”
Thanks to the ITM technology, all branches will have longer drive-up hours. And our overnight drop boxes are now open 24 hours a day; anything dropped before 5 p.m. will be processed the same business day except at these three locations, Mt. Pulaski, Riverton and Pleasant Plains. Access their dropbox before 4 p.m. for same day processing.
“The after-hour banking options are a great feature for those who can’t make it to the bank during normal business hours,” Taylor notes.
With this modernized process of drive-up banking, INB has been able to leverage cutting-edge technology to make our customers’ lives easier – without replacing our most valuable asset: our employees.
There’s no better way to live up to our vision of making banking easier!
“The technology of these machines allows for a live INB representative to assist our customers with multiple options that are not currently available in our current ATM machines, offering a lot more convenience,” Dee shares. “And we’re doing everything possible to make the transition as seamless as possible for our customers. We’re excited about the rollout of our ITMs at all branches over the next year!”