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TruMark Financial Credit Union Improves Efficiencies with FMSI’s Business Intelligence Solution, the Teller Management System

December 12, 2012

Financial Management Solutions, Inc. (FMSI), provider of workforce optimization solutions for banks and credit unions, announced today that the $1.4 billion TruMark Financial Credit Union (TruMark Financial) significantly reduced the amount of time their tellers spent waiting for work, while maintaining high service standards, with the help of FMSI’s scheduling and reporting solution, the Teller Management System™ (TMS).

“Not being able to gauge how much our tellers were standing around and waiting for work, made it difficult to optimally manage our scheduling process,“ says Ivan Orrego the Vice President of Branch Operations at TruMark Financial.  “Having FMSI charts and graphs clearly showing us the precise waiting-for-work time has been instrumental in optimizing our teller workforce.”

The Teller Management System™ schedules tellers based on forecasted transaction volumes, thus helping banks and credit unions gain better control of labor costs while increasing service levels.

Since rolling out the system in early 2012, TruMark Financial has seen a 20% reduction in their excess-waiting-for-work time and have absorbed 11 teller positions through attrition—all of which has helped move them up 17 spots in the monthly FMSI Industry Comparative Data report.

“Moving up in the FMSI rankings is a big deal for us,” says Orrego.  “Without the industry comparison, it is easy to be complacent.  When we see several institutions with a higher performance rank, it shows us what is possible and motivates us to do better.”

TruMark Financial currently ranks #66 in transactions per teller hour (TPH) amongst its industry peers.  When they started on the FMSI system, their rank was #83.  This 17 place ranking climb has been accomplished in only a nine month period.

“Maintaining teller staffing at the ideal level to ensure customer satisfaction can sometimes be a very credit union specific decision,” says W. Michael Scott, President/CEO of FMSI. “Without accurate information, most financial institutions are not equipped to make a proper evaluation. With more than 20 years of experience helping banks and credit unions improve the productivity of their staff, our unique solutions for measuring and forecasting transaction volumes regularly reveal areas for better service and increased productivity.”

About TruMark Financial Credit Union
TruMark Financial is one of the strongest, most progressive credit unions in the nation, offering a full range of banking, investing, and insurance services to more than 96,000 members in Southeastern Pa.

Founded in 1939, TruMark Financial is headquartered in Trevose, Pa., and has approximately $1.4 billion in assets through its 14 branches, Call Center, and a suite of innovative online services. To learn more about TruMark Financial, visit or call 1-877-TRUMARK. Connect with TruMark Financial at and

About Financial Management Solutions, Inc. (FMSI)

Located in Atlanta, GA and established in 1990, FMSI provides easy-to-use, yet sophisticated, business intelligence systems – The Teller Management System™ (TMS), The ContactCenter Management System™ (CMS), and the Lobby Tracking System™ (LTS)—that allow financial institutions to manage and staff to meet their service and sales needs. FMSI gives banks and credit unions the ability to schedule their team throughout the branch network, and to manage staff through easy to read color graphics, online interactive dashboards, and succinct management reports. FMSI provides performance management information exclusively to financial institutions of all sizes. Visit the company’s website at or call 877.887.3022 to schedule a complimentary online demonstration of any of our products.

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