We want to thank our members for their continued patience during our branch renovation efforts. These projects are part of our long-term commitment to creating spaces that are more welcoming, functional, and equipped to serve you better. We know transitions can be disruptive, and we don’t take your flexibility for granted. We’re building something better, not just for today, but for the long term!
What to Expect
- Ovid
- A refreshed layout, clearer access to ITMs, and a more personalized, modern lobby experience. We’re also working on dampening the sound of the coin machine and near the ITMs.
- St. Johns
- The full renovation, including the permanent exterior signage and lighting, is scheduled to be completed by the end of August. This redesign creates greater privacy for consultations and supports the continued expansion of departments and services, including our recently insourced mortgage operations.
- Alma
- We've kept this location a little under wraps, but construction is moving along and will continue until we open in September. We’re excited to introduce the same improved layout and welcoming member experience in this growing community!
- Fowler
- The ATM at our Fowler Branch is now an ITM - similar to what you will see at our other locations. We still offer traditional teller services at this location.
From the outside, it may look like it’s taking an awfully long time to install a sign. What community members might not realize is what’s really changed on the inside. Here's the scoop!
This isn’t about cutting costs. It’s about raising expectations.
If you’ve stepped inside recently, you’ve seen the newly renovated branch and likely experienced our Interactive Teller Machines (ITMs). If your visit required a bit more assistance, you sat down in an office with a member of our knowledgeable staff who guided you through your transaction and experienced the “why” behind our changes.
Our Navigators are in every branch, ready to help you face-to-face. They’re certified financial counselors available to assist with what actually matters: fraud concerns, budget questions, account planning, and more. We built this model to respect your time and improve your experience.
Just to clear the air, no employees were laid off as a result of these changes. In fact, we’ve added new roles and more people. The people you see on the ITM screen? They’re real, local Journey employees – some of whom used to serve you on the teller line! They didn’t disappear – they just work in offices now. Some work in St. Johns while others operate out of the Fowler Branch just down the road until we finish construction.
So, why the remodel?
We’re building for tomorrow. It’s how we protect jobs, attract talent, expand services, and stay independent. It’s how we keep being your credit union, not just for the next five years, but for the next fifty!
Our St. Johns location was built in 1995 and the last remodel was done in 2011. At that time, only half of our building was updated – leaving the other half in pretty rough shape. These new spaces now support our employees with safer, more professional environments where they can thrive and serve you better.
Fast transactions like deposits or loan payments? You can now do those in seconds at an ITM. Have a JFCU Debit Card? Use our drive-up ITMs to do more transactions than ever before and access up to $2,500 per day. No card? No problem! Just push the button on the screen to initiate a conversation with one of our Pathfinders. Bigger conversations like rebuilding credit or buying your first home? Those happen in private, in comfort, with someone who knows your name.
When you enter our lobby, you will notice more seating options and office consultation space than before. Once the St. Johns construction is finished, we’ll also have a community room that can be used by local groups looking for a place to meet. In addition, we upgraded security, technology, and accessibility, making it easier to get more from your membership.
Communication and transparency.
We began launching announcements about these changes in June 2024, but admit that we could have done more to explain the why and the how. That’s on us. What hasn’t changed is our commitment to keeping decisions local, service personal, and people at the heart of everything we do.
Our Navigators will be the faces you see when you visit our branches in person. They will be able to assist in using the new ITMs, open accounts, and provide financial counseling services. Pathfinders will function as part of our contact center and work behind the scenes to assist with ITM transactions that require virtual assistance. These new positions are designed to put the financial wellness of our members first. We’re thrilled about the opportunities this provides for the development and advancement of our staff!
Other notable benefits of this transformational journey include:
Still unsure? Stop in. Talk to a Navigator. Try the ITM. We’re here to help!
FAQs
What is an ITM?
ITMs are Interactive Teller Machines. The video screen allows for a self-service transaction option or a seamless member experience with one of our Pathfinders who are happy to help virtually.
What can I do with the new ITMs?
Get help managing your account, make payments to credit cards, make a deposit or withdrawal from an account, apply for a new account, and even apply for a new loan.
What if I need cash or change?
The ITMs work like an enhanced ATM so whether you are making a deposit or a withdrawal from your JFCU account, the transaction will be very similar when you put cash in or take cash out. Our Navigators will be able to assist with any coin-related transaction when you visit our branch lobby.
What if I have trouble with my hearing or vision problems?
The ITMs inside are equipped with a chat feature that allows you to text with one of our Pathfinders on the screen. Our Navigators will be able to assist members in an office who may still have difficulty using this system.
When can I access the ITMs?
We have ITMs inside at Ovid & St. Johns, that are available during business hours. The ITMs outside are drive-up only and available for use 24-hours a day.
What if I need help?
One of our Navigators will always be in the lobby ready to help you.
When can I speak to a live person?
During our normal business hours, you can speak with a Navigator in our lobby or to a Pathfinder using the "Talk to Teller" button on the ITMs.
If you have any questions on this Journey Forward, please call 989.227.3700 or email us at questions@journeyfcu.org.
*https://www.adrenalinex.com/blog/itm-banking-report-itm-success-strategies-and-use-case/
Published July 31, 2025
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