BANK Nasional (BSN) recently became the pioneer bank in Malaysia to introduce the unique Virtual Teller Machine (VTM) service.
The VTM allows its bank tellers in Malaysia to serve customers in multiple other locations remotely and concurrently via live virtual banking operation.
The launch was officiated by Deputy Prime Minister Datuk Seri Dr Ahmad Zahid Hamidi accompanied by BSN chairman Tan Sri Abu Bakar Abdullah and BSN chief executive Datuk Adinan Maning.
Kiosk banking has been implemented in Europe, China, Canada and the United States. With kiosk banking, customers can do enquiries such as loan applications and others. This prevailing concept is centralised at merely one location or a single customer service hub.
“Inspired by this, BSN innovates the concept further and pioneered the multi-service source serving multi customers which connects bank tellers from across the country to serve customers in multiple locations in real time, concurrently,” the bank said.
The project involves a strategic collaboration between BSN and Vastcomp to custom make the system including design and build the machine combined with video conferencing telepresence system by Cisco which was already in place and complies with the bank’s strict security requirement. It also involves partnering with Telekom Malaysia as the distribution network service provider.
“The VTM balances the work load between branches, enabling customers in busy branches to perform transactions assisted by tellers in less busy branches nationwide. Customers can now enjoy counter transactions without geographical limitations and experience a more comfortable and personalised professional financial services,” said Adinan.
Transactions that can be carried out via VTM include balance enquiry, deposits and withdrawals, intra/inter-bank fund transfers, IBG transfers, bill payments, loan and credit card repayments and SSP savings. For security purposes, all transactions require the customers to insert their MyKad into the MLQMS or VTM and have their thumbprint verified, while the transactions are also recorded.
“In total, BSN is investing RM30 million to roll out the VTM that provides more than 80 per cent of counter services, which is an improvement over current ATMs and CDMs. In future, VTM will also be offering additional services, including account opening and issuance of debit card, customer information management and bill payments.
“The VTM can also allow extended banking hours with the placement of VTMs at public locations, if necessary,” Adinan added.
Speaking at the launch, Zahid Hamidi said to keep abreast of changing technology, it is important that banks innovate and provide the latest financial technology to consumers.
“I commend BSN on its concerted effort in optimising technology to provide smart, efficient and interactive face-to-face banking services via a technological system.
It is an excellent tool to offer a combination of technology and human touch banking experience.”
In conjunction with the launch, BSN customers will be able to use the new banking service at 31 branches with 93 VTMs serving customers beginning December 2 this year.
The system involves 450 BSN tellers as virtual teller agents (VTA) nationwide.
For more information, visit www.mybsn.com.my