NAB ditches tellers at 'smart store'

NAB ditches tellers at 'smart store'

National Australia Bank is casting aside the traditional teller in favour of self-service machines at a new flagship 'smart store' in Melbourne.

With NAB customers already making more transactions online and through their phones than in branches, the bank is seeking to overhaul its expensive network, rolling out smaller stores with fewer employees and more technology.

Instead of tellers and 'cash drawers', the new Melbourne branch has self-service machines where customers can carry out most basic transactions.

For more complex issues, a 'come help me' app lets visitors book an appointment with the right banker from an in-branch iPad.

Other features include free WiFi, use of Macs and iPads, QR code-based marketing material, and an interactive tablet to "assist with customer conversations".

Vicki Carter, executive general manager, NAB Retail, says: "It's a 'Smart Store' because our people are working in tandem with innovative and intuitive technology to ensure our customers get a truly integrated digital and face-to-face experience."

NAB, which has around 750 branches in Australia, expects to introduce more smart stores over the next year. Rival WestPac in also overhauling its network, committing A$240 million to a major, tech-heavy redesign.

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