Hi, I’m Godfrey Soo and I have been with OCBC for 20 years! I joined in 2002, the year Brazil beat Germany in the finals of the World Cup. I’m now the Assistant Vice President, responsible for ATM banking across Singapore.

Innovating from pre-digital to Web 3.0

My first job at the Bank was in the Contact Centre, responding to customers’ banking enquiries and processing documentation in the backroom. I then worked on the Phone Banking system for the Contact Centre. After seven years, I hopped on to CFS Delivery since I already knew the people and was familiar with the systems. I began handling bill payments, GIRO, and helped in building the infrastructure for FAST and PayNow. I’ve had a great innovation ride from pre-digital to Web 3.0!

Meet the OCBC ATMs

My team oversees all the OCBC ATMs in Singapore. We address requests from internal and external customers, which include responding to complaints and resolving system problems. We investigate all issues to find the root cause and fix the problem. The Bank has three types of ATMs: the ATM, ATM Plus and New ATM, in which customers can perform transactions like bill payments, funds transfer and cash deposits and withdrawals. The New ATM can handle more transactions like coin deposits, cheque encashment and allow larger withdrawal amounts with the assistance of a Digital Ambassador, without the need to queue at the branch. New ATMs have been deployed in over 20 branches to help ease the load on branch staff.

I’m not 100% familiar with everything and I’m still learning every day. This makes my job perpetually exciting (which explains the 20 years)!

The new face of OCBC ATMs

We heard that another bank has used facial recognition technology in their banking app. We brainstormed on how we could use this technology in our ATMs to innovate and improve the banking experience for our customers. Working with a government agency, we came up with the idea of using facial recognition in our ATMs for cash withdrawals. We pilot-tested this concept for balance inquiry in eight ATMs and rolled it out. Our vision for future ATMs is to enable customers to withdraw cash using facial recognition without an ATM card.

Serving our non-customer customers

Yes. You read that right. We serve not only OCBC customers. Some Singaporeans who were eligible to receive Government Cash Payouts didn’t have PayNow or even a bank account (not even OCBC!). Still, as a Singaporean Bank, we serve the nation. Those eligible for the payouts and without a bank account (many of whom were elderly) would have to bring the Cashier’s Order to our branches and join a queue, which was time-consuming and unwieldy. We refined the facial recognition on our ATM so it could be used for Government Cash Payouts. With this innovation, even those without a bank account or PayNow could easily receive their money through face verification at any OCBC ATM. We ensured that the process was simple, smart and efficient. One simple key in the NRIC and Payment Reference Number, and a quick facial scan with the camera on the ATM. If the person’s face matches the photo in GovTech’s National Digital Identity (NDI) database, the ATM will dispense the money. This makes it convenient as our ATMs are available island-wide, 24/7. So far, CPF has only collaborated with OCBC to offer this solution.

Marrying government software with OCBC hardware

For this innovation, we had to integrate facial recognition technology into our ATMs – which was something we have not done before. The biggest challenge was integrating the facial recognition software and the newly installed cameras on the ATMs. Each ATM model is uniquely different and none were designed to incorporate facial recognition cameras. The resolution and alignment of the camera angle had to be adjusted for the picture to be taken clearly to be processed correctly. There were many details to consider, such as lighting conditions in the branch and ambient light from the external environment. Lighting needs to be optimal for facial recognition, but not excessively bright which would result in overexposure of the picture. In launching innovations, speed is crucial. We need to be first, push along resolutely and constantly refine. It was not easy, but it was worth it! The official launch of the Government Cash Payouts (known as GovCash) through our technology-infused ATMs was on 21 February 2022. I felt joy seeing Singaporeans receiving their money more easily.

QR banking via ATMs

Self-serving solutions are the future of banking. The Bank actively educates older customers on digital banking to help them with the transition. We will leave no one behind. Facial recognition is only one part of the future of banking. We are developing smarter and faster machines, which are easier to use. Another innovation that OCBC has rolled out is QR withdrawals via ATMs. The pain points for customers are the need to queue during peak hours, and the many finger taps required to withdraw cash. The Covid-19 pandemic also pushed the need to minimise contact in queues and touching common surfaces like keypads. With QR technology, the customer simply taps the QR cash withdrawal button on the ATM to generate a QR code. Scan the QR code using the OCBC Banking App on their phone, choose the amount, and confirm to let the ATM dispense the cash. Whip out the phone and within 40 seconds, the customer will have cash on hand. All OCBC ATMs are already QR withdrawal-enabled in Singapore!

Innovating over 20 years

20 years went by so fast! I’ve had enough jobs to keep me engaged and constantly learning. People are warm. The Bank listens to our voices. Special touches make me feel appreciated. Simple things like getting an hour off on Fridays. Stepping out of the office allows me to spend precious time with my family and friends. It’s a unique benefit other banks don’t have. Our birthdays are also remembered. Our families considered. In the 20 years, the culture and innovation have constantly developed and improved. I was asked to summarise my 20 years at the Bank in three words. For me, it’s “great”, “wonderful” and “fun”. It’s been a joy working and innovating here.