Advanced Self-Service Kiosks: The Path for Branch Transformation

One thing is clear: the future of banking lies in transformation. As technology continues to revolutionize the way we manage our finances, traditional brick-and-mortar branches need to adapt to meet the changing needs of customers. But what are the needs of a typical bank customer, and how can
branches meet them?

What is Branch Transformation?

Most of the top banks in the US are scaling down their bank branch locations in 2025, with almost 200 branches getting the axe in just the first quarter of 2025 alone. However, a recent study by Accenture highlights a notable trend across generations and locations: consumers still value having physical bank branches in their communities.

More than 60% of consumers rely on branches when tackling specific and complex financial needs.

So - while digital banking continues to grow, physical branches remain a vital part of the banking experience for many customers. At the same time, financial institutions need to find a path to meet customers in the middle. Increasing operational costs, evolving customer expectations, and competition from fintechs are pushing banks & other financial institutions to rethink what their branches offer and how they operate.

By reimagining branch locations and layouts, banks have the chance to overhaul their branch strategies completely. Achieving the right balance between innovative digital tools and meaningful interaction will be key to delivering exceptional customer experiences.

The Vanishing Bank Teller  

With the number of bank branches closing, the number of teller jobs is decreasing by design, with roles projected to fall by 15% by 2032 – that’s about 53,000 positions.  The question is, are tellers still necessary?

A branch is where customers get expert guidance on complex financial situations that they can’t navigate themselves just through online banking. Customers are more likely to seek face-to-face service for large transactions, loan applications, or other major banking needs. All these services aren't typically taken care of by a traditional teller.

Tellers are transitioning into more complex roles outside of just printing checks, cards, money orders, or assisting with account openings. However, these are all services that still need offered in a bank branch.

So, with automation that replaces the “traditional” teller tasks, banks have a shot at transitioning branches into hubs, filled with self-service options & a few banking professionals that enable a customer to get in and get out fast.

The Path to Bank Branch Transformation

Several different types of automated banking machines exist and can help customers with services in a number of ways, like ATM (automated teller machines) and ITMs (interactive teller machines),  but unfortunately, neither are as future ready as we think.

• The Problem with ATMs: ATMs are really used for one thing: cash. While dispensing and withdrawing cash has its place today – it’s an action that’s on a downward trend. With digital payments surging to the top, cash usage in U.S. transactions has dropped from 32% in 2017 to 16% in 2023, with projections showing a further decline to 11% by 2027.  
  
  
• The Problem with ITMs: ITMs, or interactive teller machines, were rolled out during the pandemic so customers could still talk to a teller virtually while the teller worked from home. This was helpful for a time, but with branches phasing out the teller position, a more self-service guided approach is needed.
  

For a deeper dive into ITMs, ATMs, and their differences, read our blog here. 

Benefits of Self Service Kiosks

Automated banking machines & self service kiosks need to become the teller - giving customers the power to carry out routine transactions like printing cards, cashier’s checks, money orders, or and other financial documents like bank statements, or even services like account openings quickly and efficiently, without the need for human intervention.

Self-service kiosks that can complete these teller tasks not only reduces wait times for customers, but also allows bank staff to focus on more complex inquiries, thereby improving overall service quality.

TROY TellerCentral: Modern Automated Banking Machines

TellerCentral is TROY’s revolutionary self-service kiosk machine here to help bank branches transform. TellerCentral is designed for banks to increase their engagement by giving customers the option to print their secure checks, documents, and cards, without having to rely on banking professionals or tellers. Incorporating the TellerCentral into branches will:  

• Streamlined Operations: Reduce wait times, minimize teller workload, and optimize efficiency, freeing up staff to focus on personalized service and higher-value tasks. 
  
  
• Drive Revenue: Unleash new revenue streams by offering check printing as an additional service. Whether it's personal or business checks, TellerCentral will cater to a wide range of customer needs, enhancing loyalty and driving profitability. 
  
  
• Future-Ready: Stay ahead of the curve with our future-ready solution. As banking continues to evolve, our self-service machines adapt to meet the changing needs of your customers, ensuring you remain at the forefront of innovation.  
  
  

The Importance of Security 

Self-service kiosks equipped with advanced security features, such as the TellerCentral, provide customers with peace of mind knowing their sensitive information is protected.  

Each TellerCentral unit prints checks with TROY’s patented MICR Toner Secure, the World’s Most Fraud Resistant Toner. This specialized MICR toner meets the American Banking Association requirements for checks, with an added layer of security. If chemical alteration is attempted on a check, MICR Toner Secure will bleed red, immediately alerting the banks of fraud.  

The Future of Banking is Here

As we look ahead, the future of banking branches is undoubtedly intertwined with the adoption of more self-service options. These innovative solutions will continue to evolve, offering an ever-expanding array of services to meet the evolving needs of customers. From mobile check deposits to biometric authentication, the possibilities are endless. 

Branch transformation is well underway, and it’s important to pay attention. These innovative solutions are reshaping the way customers interact with their banks, offering unprecedented convenience, security, and efficiency. As we embrace the future of banking, self-service machines like the TellerCentral will undoubtedly play a central role in delivering superior customer experiences and driving continued innovation in the industry.