First Hawaiian Bank Upgrades Customer Experience with Video Tellers

First Hawaiian Bank Customer ExperienceFirst Hawaiian Bank wants to offer the best possible customer experience and, with that in mind, it recently opened its new Waiakea branch that is equipped with video teller machines.

At the new Waiakea branch, First Hawaiian Bank (FHB) tellers will assist customers remotely through new video teller machines that look similar to an ATM. FHB, which is Hawaii’s oldest and largest financial institution, believes this new technology will heighten customer engagement and enhance the overall customer experience.

The advanced software from NCR Corporation, a global leader in consumer transaction technologies, will allow FHB customers to conduct typical teller transactions on an advanced financial services kiosk with a sleek, modern design and touchscreen interface. By centralizing tellers, FHB will be able to expand teller service hours an additional 15 hours per week, from 7 a.m. to 6 p.m. Monday through Friday.

FHB is one of the first financial institutions in the U.S. to deploy NCR Interactive Teller software on its NCR SelfServ™ 91 hardware platform. With the technology, a live teller takes remote control of an ATM-like device while engaging the customer over two-way video, providing a personalized experience. The solution provides live teller services for clients who want the human touch, and also offers more services than can be conducted on an ATM or other self-service devices. For instance, customers can perform secure transactions without using a traditional ATM card and, like branch tellers, remote tellers can provide cash beyond ATM limits, assist in mortgage payments, and more.

Kimo Mills, Executive Vice President and Manager, FHB, participated in a Q&A with Loyalty360 to discuss the company’s major enhancements to its customer experience.

What factors prompted FHB to take this new approach toward personalized service, customer experience, and interactive communications with customers?

We had been looking at this technology for a while now and the opportunity presented itself when it came time for us to build this new Waiakea Branch. We know that our customers use multiple channels whether they come into the branch, bank online or through their mobile device.  The new technology gives them expanded options and convenience.

How will the new video tellers work and how do you think they will impact the customer experience?

Our customers will be able to choose how they want to interact with us. With the self-service video teller machines, customers will be able to talk to a live remote service consultant when the branch is closed. This personal touch will greatly enhance that self-service experience.

What does Customer Experience mean to FHB?

We treat our customers like family. We try to do what’s right for the customer and will go that extra mile to help them achieve their financial goals every day. By putting our customers in control on how they do their banking, we feel it makes for better customer experience.   

How do you define customer loyalty and has that definition evolved or changed in recent years?

First Hawaiian Bank was founded in 1856 and we’re Hawaii’s oldest and largest bank. We have been serving our community for over 156 years and many of our loyal customers have been with us for generations. We’ve been able to build solid relationships in with our customers and in our community.

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