How is a Live Banker different from an ATM? Each time you use a Live Banker, you will be connected with a banker to have a face-to-face conversation as you conduct your transaction. In addition, Live Banker allows you to conduct more transactions than an ATM, including deposits, withdrawals, account transfers, loan payments and more!
What if there is an issue with the Live Banker transaction outside normal business hours? If there is an issue with your transaction with an Live Banker and the branch is closed, please let the banker know and we will follow procedures for fixing the issue. If you are using the machine as an ATM and an error occurs, please visit the branch the next business day to find a resolution. You may also email us at firstname.lastname@example.org and we will follow up with you within the next business day.
Is there a delay in transactions posting in my account when I use a Live Banker? No, your account will be updated in real time just as it would inside the branch. If you are unsure about the availability of your funds, just ask your Banker during the transaction.
Are the Bankers Northwest Bank employees? Yes. All Bankers are Northwest Bank employees working in our Customer Service Center in Spencer, IA.
Are Live Banker taking other employees' jobs? Employees are hired specifically for these positions and work together out of Spencer, IA. This has freed up additional employees inside the branches to provide more personalized service to our customers, which has helped lower wait times and provide faster service.
Can I make a loan payment through the ITM? Yes, our Live Bankers can take loan payments through the machine.
Where do I put my debit card or ID when requested? To show your debit card or ID to the teller you are working with, simply place your card face down on the glass with the black, plastic casing located to the left of the keypad. If you are using the machine as an ATM, insert your card in the green slot on the right side of the machine.
Is my conversation with a Live Banker private? Yes, our Live Bankers offer a number of ways that you can maintain privacy as you conduct your transaction. You have the option to adjust the volume on the machine speakers. You can also utilize the chat feature on the screen to type messages or scan a written message on a piece of paper for the teller to read. Your privacy is important to us and our Live Banker allow you the flexibility to choose how you communicate with a Banker.
How do I begin the transaction? If you are using the Interactive teller machine for ATM functions, simply insert your card into the green slot on the right side of the machine. If you would like to speak to an employee, touch the screen to begin your transaction.
Why did Northwest Bank implement Live Bankers? Northwest Bank introduced Live Bankers to enhance our customer's banking experience. No matter which Live Banker customers use, they will be helped by the same smiling, fun team customers, just like visiting your favorite branch!
Is there a fee to use a Live Banker? No, using a Live Banker is the same as going inside one of our branches.
Can people who are hearing impaired use our Live Bankers? Our customers who are hearing impaired can use the touch screen keyboard to type in their desired transaction. Just look for the "Text Chat Touch Here" button in the lower, center of the screen.
Can Live Bankers handle coin transactions? The Live Banker can dispense coin, however it cannot receive coin as part of a cash deposit.
Can I make a deposit to another customer's account through a Live Banker? Yes, anyone can make a deposit into a Northwest Bank customer's account through a Live Banker. Secure account information (such as the account balance) will not be shared with anyone other than the account holder.