Case Study: First Alliance Credit Union doubles loan volume and reduces transaction staff with Fiserv Interactive Branch Kiosk and Verifast Kiosk

First Alliance Credit Union - Customer Case Study

First Alliance Credit Union, a $262 million credit union serving nearly 20,000 members, faced a sharp spike in loan volume and high teller turnover and needed better self-service so staff could focus on relationship-building. To address that challenge, the credit union partnered with Fiserv and selected Interactive Branch Kiosk and Verifast™ Kiosk (palm‑vein authentication) to move routine transactions to self‑service machines.

Fiserv deployed Interactive Branch Kiosk units (integrated with the Portico core) across all six branches in an accelerated 15‑month rollout, enabling touch‑free biometric access and richer account views. The result: transaction‑focused staff fell from 14 to 5, the first kiosk branch doubled its loan volume versus non‑kiosk branches, and First Alliance opened two new branches without a significant increase in headcount—boosting employee satisfaction and allowing staff to focus on higher‑value member interactions.

First Alliance Credit Union

David Schouten

Senior Vice President of IT/Chief Information Officer