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Bank of America where I bank has these great new ATM systems that no longer require a deposit slip or a deposit envelope. You put in your card and PIN, select deposit and insert the checks one at a time. The ATM reads the check and presents you with the amount of the check to verify the scan was correct. As a crowning touch, you have the option of a deposit receipt with printed images of each check. This is truly an innovative device.
Yesterday I stopped by the bank to deposit a check. I pull up to the ATM and it was opened up with a person servicing something inside. I drove around the block and went inside the bank. The teller asked to help and when I stated I wanted to make a deposit, she presented me with a deposit slip to fill out. I asked (politely) why I had to fill out a slip inside the bank when the ATM did not require one. She became defensive and proceeded to explain that the internal Bank of America system for processing deposits at the teller window is very different that the internal Bank of America system for processing ATM deposits. I will spare you the rest of the conversation details except to say the process is in cement.
- I dutifully wrote my address on the deposit slip, the same one they have in my file.
- I filled in the check amount, the same amount that the ATM reads directly from the check.
- I signed the back of the check, also not required by the ATM.
- I handed the check and completed deposit slip back to the teller.
- Next I was instructed to swipe my ATM card and enter my PIN in the card reader. By this time I wondered why i did not wait for the ATM service to be complete…
- Finally I was presented with a deposit slip with the amount of the deposit but no image of the check.
Question: Do you think Bank of America thinks about the customer experience? What do you think is the reason the processes are so different?
- Is Bank of America trying to ween customers off tellers by purposely making the teller experience more difficult than the ATM?
- Does Bank of America add the extra steps to avoid teller fraud?
- Does Bank of America have two different teams of people working on these process/system combinations separately and are oblivious to the differences?
What do you think? Do you think Bank of America focuses on the customer experience?