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Home » COO Exchange focuses on technology
Operations

COO Exchange focuses on technology

Mobile, RDC, ITMs among the top issues.

September 12, 2019
Ron Jooss
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COO Exchange focuses on technology
Bill Thomas, United Nations FCU, discusses technology and operational issues during the COO Exchange.

Participants shared ideas, best practices and knowledge during a COO Exchange at the CUNA Operations & Member Experience Council Conference in Chicago on Wednesday.

Among the thoughts shared during the session:

  • Refining the member experience with remote check deposit. Members want fast access to deposits, but credit unions need a balance between safety and convenience.
  • Transitioning retail strategies to the mobile space. Participants say they are closing branches and reducing staff size, instead focusing on mobile wallet rewards and text services.
  • Employing interactive teller machines (ITMs) to accommodate for reduced staffing while increasing efficiency. ITMs also allow credit unions to extend branch hours.
  • Encouraging older members to use new products and services, including mobile and ITMs. “Everybody has the technology in their hand today,” one participant says.
  • Issuing contactless debit and credit cards. Members are fine with the transition, participants say, but they also cautioned against mass issuance because many consumers are wary of any new technology.
  • Creating flexible branch spaces. New open-air branches with universal tellers don’t work in every situation, participants say.
  • Eliminating “points of friction” for staff and members to make processes easier and more straightforward.

►Click here for more conference coverage from CUNA News, and get live updates on Twitter via @cumagazine, @CUNA_News, @CUNACouncils, and by using the #TechCouncil and #OMECouncil hashtags. Learn more about the CUNA Councils, a member-led professional society for credit union executives, at cunacouncils.org.

KEYWORDS #techopss credit union operations

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