First Hawaiian Bank is taking it up a notch in what has become a rapidly evolving industry.
The state’s largest bank is opening a Waiakea branch Monday in the Prince Kuhio Plaza Mall in Hilo that will feature the only video teller machines in Hawaii.
The technology enables customers to speak with an off-site First Hawaiian teller on Oahu via live videoconferencing during extended banking hours of 7 a.m. to 6 p.m. weekdays.
Live tellers will be at the branch during regular hours: 8:30 a.m. to 4 p.m. Monday through Thursday and 8:30 a.m. to 6 p.m. on Friday.
"It’s a new technology to Hawaii, but it’s not new technology necessarily," said Bob Harrison, chief executive officer of First Hawaiian. "It’s been used broadly through other markets on the mainland. We believe it’s an interesting way to provide more options for our customers."
Rival Bank of Hawaii previously offered video teller machines at its Waikiki and Waianae branches, but the tellers were located on-site.
Customers at First Hawaiian’s two video teller machines at the Waiakea branch will be able to complete typical branch transactions that include cashing checks; withdrawing cash from savings or checking accounts in a variety of denominations; making loan, credit card or mortgage payments; and checking balances on checking, savings or credit card accounts.
"We’ve seen already that our customers are very active in adapting to technology from ATMs to online banking to mobile," Harrison said. "The way we look at it, it’s one more way to interact with the bank."
Technology innovation at the Waiakea branch doesn’t stop with video teller conferencing. The bank has installed two image-enabled ATMs that will scan and create an image of checks or cash being deposited and print it onto the ATM receipt, eliminating the need for deposit envelopes.
The bank also has a biometric self-service entry system that will require a hand scan to access the safe deposit area. First Hawaiian uses the biometric system at two of its other branches: the Kahana branch in Lahaina, Maui, and the Kapolei branch on Oahu.
Harrison said the timing was right for implementing the new technological features in Waiakea because First Hawaiian was relocating its downtown Hilo branch to the new 6,000-square-foot facility at 111 E. Puainako St., a retail location formerly occupied by Blockbuster Video.
The new branch replaces the 2,520-square-foot Kamehameha branch that closed on Friday at 120 Waianuenue Ave.
"As we look at future renovations or new branches, we’ll look at implementing the image ATMs and the video tellers," Harrison said.
About one-third of First Hawaiian’s customers use mobile banking, Harrison said, but this shift to video teller conferencing is about providing customers more options.
"It’s the customer service aspect of it," Harrison said. "We still have full-time tellers at the Waiakea branch."
The layout of the branch differs from a typical bank’s, as the long teller counter has been replaced with pods in the lobby where tellers can walk around and talk to customers.
"It’s more casual and not stiff, so to speak," Harrison said. "The staff is really excited about it."
First Hawaiian, with $18.1 billion in assets, has 2,200 employees and 62 branches. It has been in the Hawaii island market since 1910 and has eight branches there. Its first Big Island branch opened in Hilo in 1910.
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CORRECTION: A previous version of this story had incorrect hours of operation.
