How do I begin the transaction? If you are using the ATM function, simply insert your card into the blue slot on the right side of the machine. If you would like to speak to a Live Banker, touch the screen to begin your transaction.
How is using the Live Banker different from an ATM? Each time you use the Live Banker, you will be connected face-to-face with a banker to conduct your transaction. In addition, using the Live Banker allows you to complete more transactions 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 and the branch is closed, please let the banker know and we will follow procedures and correct 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 info@nw.bank and we will follow up with you within the next business day.
Is there a delay in transactions posting to 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 Live Bankers Northwest Bank employees? Yes. All Bankers are Northwest Bank employees working in our Customer Service Centers located in Spencer and Sioux City, IA.
Are Live Banker taking other employees' jobs? Employees are hired specifically for these positions and work together in our Spencer and Sioux City offices. The addition of these positions has enabled our employees inside our 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 using the Live Banker service? 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 Live Banker, 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. (See if I can hyperlink to a photo of this)
Is my conversation with a Live Banker private? Yes, our Live Bankers offer several ways to maintain privacy as you conduct your transaction. 1) You have the option to adjust the volume on the screen during your transaction. 2) You can also utilize the chat feature on the screen to type messages for the Live Banker to read. Your privacy is important to us, and our Live Banker allows you the flexibility to choose how you communicate with a Banker.
Why did Northwest Bank implement Live Bankers? Live Bankers were introduced to enhance customers banking experience and provide service beyond our lobby and drive-up hours. Our Live Bankers are available Monday – Friday 7:00 am – 7:00 pm and Saturday 8:00 am – 12:00 pm.
Is there a fee to use a Live Banker? No, using a Live Banker is the same as going inside one of our Bankers.
Is hearing impaired service available to use with the Live Bankers? 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. The screen also provides a much clearer view of the banker assisting you, to allow customers to be able to read the lips of their bankers much easier than before.
Can Live Bankers handle coin transactions? The Live Banker can dispense coin; however, they 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.