Moving beyond the counter: What members and visitors can expect with the credit union’s new member service model.

July 6th, 2015 by Catherine James

As the credit union grows, we continue to look for better ways to provide the highest quality service and financial education to all our member owners. We are now focused on delivering a much more member-focused delivery system within our branches after significant investment and improvement in our electronic services earlier this year.

Engaging with members and visitors has never been more important. To achieve this, we are removing the traditional teller counters and positioning more of our representatives out on the floor to greet and guide members as they enter the branch. Our staff will immediately identify the type of transaction needed and direct members to the area of the branch that best fits their specific needs. Our goal with this new service model is to provide more options and reduce wait times to create a better overall experience for all members and visitors.

Our branches’ floor plans are being reconfigured into specific areas designed to accommodate various transaction types—allowing members to conduct their transactions more efficiently, whether simple transactions or in-depth consultations. The new Express Teller areas are intended for simple transactions like cash or check deposits and withdrawals utilizing a video screen and tube system. For more complex needs, such as adding new services or updating accounts, we have service “hubs” where our Member Specialists can personally assist members, face to face. Our offices will be available for members who may require more time or private conversations with our Member Specialists about loans, IRAs, CDs or business services.

We want our members to not only visit our branch, but to enjoy their visit.  Each branch will have a waiting area that will include interactive tablets to help people join the credit union, begin a loan application, or update account information. This area will also include free WiFi, water and coffee. (And we believe our new coffee machines will rival any coffee shop in town.)  Members will be able to listen to financial tips on our Bloomberg Financial TV while they wait.  And our younger members will find a Youth area with customized tablets to keep them occupied with financial education games and content.

We are extremely proud of all of these improvements and look forward to offering our members and visitors better service than they have ever seen before, at any financial institution.