Member Facing Updates to Welcome Them Back to the Branch

April 28, 2022

It’s been a couple of years since some of your members came into your credit union branches on a regular basis, thanks to COVID 19. How are you welcoming them back?

According to a survey by software company EPAM Systems, even during the pandemic, 79% of consumers used a branch in 2021. And it’s not just your older members: 40% of 18- to 24-year old consumers visited a financial institution’s branch at least once a month in 2021. These statistics show that news of the death of the branch has been greatly exaggerated.

The definition of member experience has certainly evolved. It’s not just a friendly greeting and a smile at the frontline. Constantly improving the member experience – and your credit union’s bottom line – is crucial to maintaining relevance in their lives. Welcome members back with new user-friendly, time-saving technology – and, yes, a smile, too!

  1. Nurture existing relationships. Share how you’ve missed them with a heart-felt welcome back message on the signature pad at the teller station. 
  2. Improve the security of their data with signature pads that tie securely into your core banking system, so their personal financial information is protected from eavesdroppers
  3. Protect your members’ assets from fraud with card authentication at the signature pad
  4. Market offers in your signature pad to increase campaign awareness and increase wallet share
  5. Gain insight with a member satisfaction survey right at the signature pad, so you can take action and keep members happy

As your credit union is considering its technology projects, be careful not to neglect your branches. Even your mobile app users need a branch! In fact, 36% of consumers used their financial institution’s mobile app to find a branch or ATM, according to ValuePenguin. 

Member-facing updates provide great bang for the buck. Wescom Resources Group’s Tellergy Branch Automation helps improve member service efficiencies on both sides of the teller counter. Its member verification feature means the member is authenticated quickly and securely – without your members speaking their account numbers across the counter nor tellers telling them their account balances for potential fraudsters to hear and take advantage of. Tellergy also offers marketing communications options, so you can get your message in front of your members at every touchpoint. Finally, it will help brand your credit union as tech-savvy and convenient.

Products like Tellergy, built by CUSO Wescom Resources Group, have not been readily available beyond the big banks until now. To differentiate your credit union with Tellergy, contact us today!