Key Takeaways
- Billings Federal Credit Union opened a branch on the west end of Billings with no teller line, built around interactive teller machines with video teller support and three drive-through lanes.
- Members handle deposits, withdrawals, transfers, and balance checks themselves, and reach a video teller at a staffed location for anything complex.
- The drive-through ITMs were adopted fastest, and the Friday queues that used to build at staffed branches eased.
- The credit union has served Billings since 1935 and now covers 43 counties in Montana and three in northern Wyoming across four branches.
When Billings Federal Credit Union decided to open a new branch on the fast-growing west end of Billings, Montana, they made a decision that gave some people on the team pause: no teller line.
Instead of a traditional counter staffed with tellers, the new branch would run entirely on Interactive Teller Machines (ITMs) with video teller capability, letting members handle transactions on their own or connect face-to-face with a live teller through the screen. Three drive-through lanes would serve members who never wanted to leave their car.
Why Billings FCU Went Tellerless
Billings Federal Credit Union has been serving its community since 1935. Today the credit union operates four branches across Billings, Montana, with a field of membership spanning 43 counties in Montana and three in Northern Wyoming.
When the credit union first expanded from a single location back in 2002, that growth sparked early conversations about how branches could operate differently. But it was the west end of Billings, with its rapid residential and business growth, that created the right opportunity to act on it.
Billings FCU wanted to serve that part of town without replicating the traditional branch model, where teller lines create bottlenecks and staffing constraints limit hours of service. So they built the new branch with no teller line at all.
With ITMs, members at the new branch can do everything they would at a traditional teller window: deposits, withdrawals, transfers, balance checks. And when they need help with something more complex, they press a button and video chat with a teller at one of the credit union’s staffed locations.
What Changed for Members
The most immediate impact was traffic distribution. Before the tellerless branches opened, members had only two locations with teller lines, which meant long waits, especially on Fridays. Now members have more places to go and more ways to get what they need.
According to Allyson Songstad, Marketing and Community Relations Specialist at Billings FCU, what surprised the team most was how quickly members embraced the ITMs, especially in the drive-through lanes.
The Implementation
Billings FCU rolled out ITMs and ATMs simultaneously across locations, which made for a complex project. NextBranch managed the implementation, working with the credit union’s team to customize the technology for each branch.
Songstad described the process as smooth, noting that NextBranch was responsive throughout, from initial setup through troubleshooting after go-live.
Advice for Other Credit Unions
Songstad’s advice for credit unions considering a similar move: go for it, and choose a strong partner.
There will be some internal hesitation. That is normal. But when the technology lets you serve more members in more locations with faster, more flexible service, the positives outweigh the concerns. The key is having a partner who walks you through implementation and stays available when questions come up.
NextBranch is a subsidiary of Grant Victor, Hyosung’s largest U.S. reseller partner and 2025 Partner of the Year. Together, Grant Victor companies own and operate over 7,000 ATMs, ITMs, and TCRs nationwide. Schedule a consultation to see how outsourced ITM and ATM management works for your bank or credit union.
Frequently Asked Questions
What can members do at an ITM without a teller?
Deposits, withdrawals, transfers, and balance checks, on their own and without waiting. Anything more complex connects them by video to a teller at a staffed location.
Did members accept a branch with no teller line?
Yes, and faster than the credit union expected, especially in the drive-through lanes. Members can walk in, finish a transaction, and walk out without waiting, and the drive-up machines extend access beyond normal branch hours.
How did the implementation go?
NextBranch managed the rollout across locations at the same time, which is a genuinely complex project, and the credit union described it as smooth. Support ran from initial setup through troubleshooting after go-live.
What advice does Billings FCU give other credit unions?
Expect some internal hesitation, because it is normal. Choose a partner who stays involved after go-live, and keep the focus on serving more members faster.
