What Is an ITM Teller and How Do They Work?

Interactive Teller Machines (ITMs) blend digital convenience with personalized service, bridging the gap between self-service options and traditional in-person banking. ITMs provide customers with expanded access to banking services, often beyond typical branch hours, while still offering the human touch of a live teller.

Understanding ITM Tellers

An ITM teller is a live banking professional who assists customers remotely through a two-way video and audio connection. While the interaction occurs at a specialized machine, the “teller” is a real person located at a centralized contact center, not an automated system. This setup allows for personalized assistance and the handling of more complex transactions than typically available at a standard ATM. The primary purpose of an ITM is to offer a more comprehensive range of services, combining the efficiency of a machine with the human interaction traditionally found inside a bank branch.

How ITMs Operate

Operating an ITM typically begins with a customer touching the screen to initiate a session, which then connects them to a live teller via video chat. Customers can insert their card, provide identification by scanning a driver’s license, and digitally sign documents as guided by the remote teller. The ITM also features mechanisms for accepting cash and checks, and dispensing currency in various denominations, including smaller bills and coins not usually available at ATMs. The teller can remotely control certain machine functions, such as dispensing cash or accepting deposits.

Transactions at an ITM

ITMs support a wide array of banking transactions, often encompassing nearly all services typically handled by an in-person teller. Customers can perform routine actions like cash and check deposits, cash withdrawals, and transfers between accounts. Beyond these basic functions, ITMs allow for more involved transactions such as cashing checks, making loan payments, and inquiring about account balances. Some institutions also enable services like ordering new checks, processing savings bonds, or even assisting with new account openings through the ITM. The presence of a live teller facilitates these intricate processes, providing a level of service beyond what an ATM can offer.

Comparing ITMs, ATMs, and Traditional Tellers

ITMs occupy a unique position in the banking landscape, offering capabilities that distinguish them from both Automated Teller Machines (ATMs) and traditional tellers. Unlike ATMs, which are primarily self-service devices for basic transactions, ITMs provide a live human interaction via video, enabling more complex services and personalized assistance. This human connection allows for identity verification and guidance through transactions that ATMs cannot handle.

Compared to traditional in-person tellers, ITMs offer enhanced convenience and accessibility. Customers can often use ITMs in drive-thru lanes or at off-site locations, eliminating the need to enter a physical branch. While the interaction is remote, it still provides the benefit of speaking with a banking professional, which is a key difference from a purely self-service ATM. Financial institutions also benefit from ITMs, as they can optimize staffing and reduce per-transaction costs while still delivering comprehensive customer service.