How credit unions are transforming ATMs, branch operations

Credit unions are using smarter self-service—especially video-enabled ATMs/ITMs and outsourced ATM networks—to shift routine work out of the branch so in-branch staff can focus on advice, sales, and complex service.

Key ATM / ITM changes

• Deploying ITMs and video tellers so members can do “teller window” transactions (deposits, transfers, loan payments, card issues) via machine with on-demand human support.

• Integrating ATMs/ITMs directly to the core instead of legacy switch layers, enabling richer transactions and real-time updates while simplifying back-end infrastructure.

• Using utility ATM networks and shared networks to expand footprint without owning every device, often in retail locations where members live and shop.

• Offloading ATM management and cash handling to managed service providers, reducing internal operations burden and improving uptime/security.

Branch operations transformation

• Moving transactions to self-service: transformed branches report 50%+ of transactions done via self-service terminals, freeing staff for consultative conversations and outbound work.

• Redesigning branches around open-concept layouts, universal bankers, and tech-enabled private rooms; “advice centers” rather than traditional teller lines.

• Shrinking or consolidating physical footprint while maintaining access through ATMs/ITMs and digital channels, often using data-driven network planning to manage closures and overlaps.

• Blending digital and physical journeys (e.g., start online, finish in-branch or at an ITM) with consistent experiences across channels.

Strategic goals and trade-offs

Example patterns you’re likely to see

• Drive-thru ATMs converted to ITMs with remote tellers, supporting extended hours and more transaction types.

• “Advice-only” or light-staffed micro branches in higher-cost or lower-volume markets, supported by dense self-service networks.

• Regional or third-party hubs that manage ATM fleets, cash logistics, and monitoring for many institutions at once.