[Updated April 2025]
The Shift from Tellers to Universal Staff: What It Means for Credit Unions and Members
Credit unions across the country are making a big change: they’re moving away from traditional teller roles and shifting toward universal staff positions. But what does that really mean—and how does it affect members?
Let’s break it down.
What Is a Universal Staff Role?
Instead of having separate people for different tasks (like one person for cash deposits and another for loans), universal staff are trained to handle a wide range of services. That means one staff member might help a member withdraw money, open a new account, and even apply for a car loan—all in one visit.
Why Credit Unions Are Making the Switch away from Teller
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💳 More members are using online and mobile banking for simple transactions like checking balances or depositing checks.
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🏦 Branches are seeing fewer walk-ins, but more complex needs—like loans, financial advice, or account issues.
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🤝 Credit unions want to provide a more personal, one-on-one experience—something universal staff can do better.
Pros for Members
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✅ One point of contact: Members don’t have to be passed from teller to loan officer. One person can help them from start to finish.
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⏱️ Faster service for complex needs: Staff are trained to do more, so members get answers and help without waiting in multiple lines.
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📲 More flexibility with appointments: Tools like Better Lobby let members schedule time with the right person—whether for a quick question or an in-depth financial discussion.
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🧠 Stronger relationships: When one staff member helps with multiple needs, it builds trust and consistency.
Challenges to Consider
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🔄 Staff training takes time: Universal employees need to be trained across different systems and services, which can be a learning curve.
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😕 Expectations may vary: Some members may still want the traditional teller experience for quick tasks.
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🪑 Wait times can increase if there aren’t enough staff available for walk-ins during busy times.
How Better Lobby Supports the Shift
Better Lobby is built to support this change in how branches operate. With tools like:
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Online appointment scheduling so members connect with the right staff
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Queue management to keep visits organized and flowing smoothly
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Service tracking and reports so managers can see what members are asking for most
Credit unions can confidently move toward the universal model—without sacrificing member experience.
Supporting the Shift from Tellers to Advisors
The role of the credit union branch is changing in many ways. Tellers to Universal roles. Technology, with routine transactions moving to ATMs, mobile apps, and online banking, branches are becoming less about cash handling—and more about advice, service, and support.
That’s why the growth in loan officer positions makes so much sense. Members still want human guidance when making big financial decisions, like applying for a mortgage, taking out a car loan, or opening a business account. But they also expect the convenience they’re used to online.
Better Lobby helps credit unions meet both expectations.
With our Mobile and Web Wait Time tool, members can check wait times before heading to a branch. Combine that with our Mobile Appointment Booking Tool, and your credit union becomes even more accessible—letting members choose the time, location, and channel (in-person or video) that works best for them.
Better Lobby Helps Credit Unions:
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📲 Let members book appointments on the go—no app needed
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⏱️ Reduce lobby wait times and avoid walk-in traffic jams
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👥 Help staff prepare for each visit, improving service and sales
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📈 Support the growing role of loan officers and financial advisors
The future of your branch is more strategic, more advisory, and more member-focused. With Better Lobby, you’re not just managing foot traffic—you’re creating better experiences for the members who matter most.
The following section is the original post from May 2013. While some product names and screenshots may be outdated, we’ve kept it here for historical reference.
According to the U.S. Bureau of Labor Statistics, teller positions are expected to increase by just 1 percent in the next decade, or 7,300 jobs, which is “little or no change.” Meanwhile, they predict that the number of loan officers will increase by 14 percent. Transactions continue to migrate to mobile devices, online and ATMs, yet many consumers will still want a face to face meeting when purchasing financial products and services.
We must make sure that these “buyers’ have a good experience when coming into the branch. Some may want to select the best time to visit using their smartphones. That is where our Better Lobby Mobile and Web Wait Time feature comes into play. The Mobile and Web feature provides real-time “Visitors Waiting” and “Longest Wait” to your members via your credit union’s Website and iPhone compatible Mobile web pages. Read more about the Online Queuing Module
Key Takeaway: As the branch population of loan officers grows and the tellers’ ranks diminish, CUs must make it very easy for members to schedule meetings, especially via mobile devices.