Universal Staffing Models Have the Power to Change the Branch
By Kajal Jain, SVP of Product Management, FMSI
The branch must transform as transaction volumes continue to decline. Omnichannel banking and changing demographics have challenged financial executives to find solutions to keep the branches viable.
One of the strategies that is becoming commonplace in the branch network is looking at the universal staff model. The core principle behind this approach is having versatile staff members who are cross-trained for both the teller and lobby representative positions.
A Profitable Universal Employee Scheduling Model
FMSI’s sophisticated Branch Staff Scheduler utilizes actual institution core system transaction data along with wait time and assist time data collected from dedicated lobby or platform systems (see FMSI’s Lobby Tracking SystemTM), to place universal employees precisely where and when they are needed. Due to the increased employee investment, a profitable universal employee scheduling model relies heavily on detailed forecasts derived from the data—in order to optimize the added workforce expense.
Universal Employee Need-Based Scheduling
Scheduling universal employees effectively becomes really easy when we know the need for both teller and platform staff. Forecasts for the teller and platform activities, the utilization percentage and the teller transactions per hour goals, give us the total need per day of the week. If there is more need in the teller lines, the cross-trained staff members are scheduled as tellers. Conversely, if there is more need in the lobby—or minimal coverage needs to be met—the FMSI system correctly schedules the appropriately skilled staff in the role they are needed.
Different Roles for Universal Employees
As a general rule, single-skilled employees are utilized before assigning the cross-trained universal associates. FMSI’s scheduler can deploy universal employees in different roles on the same day in split-shifts, or cross-utilized shifts based on the need and the work setting constraints. This helps the branches be flexible and optimal in how they can utilize their universal associates. FMSI’s solution goes even further and allows the users to specify combination of skills for the employees beyond just teller and platform roles (greeters, head tellers, concierge, etc.) as part of universal modeling.
Design of the Universal Employee Branch
Financial organizations can further maximize the benefits of the universal employees by changing the design of the branch itself to support quick migration of the roles. They can train the employees in the cross-functional technologies that are needed to support different roles, as well as quick and efficient migration from one role to another based on tactical needs in the branch.
Many of the branches are testing out branches with universal pod designs and fully universal staff where there are no separate teller lines, or specific platform staff areas. All the staff members are expected to engage the customer and help them through any request they may have. FMSI's scheduler can support such Universal models as well.
Despite the decline in transaction volumes, the branch is still an integral part of the customer experience. With the growing need for versatile employees in the branch, universal employees are ready to fill the gaps. Learn more about FMSI’s Universal Scheduling Model today by scheduling a demo.