Training Members, Not Just Staff; Teaching E-Services Lightens Load At Branch
It's not uncommon for Glenda Evans to step into the middle of a line of members, pull out her smartphone or tablet and show someone how to download and use the credit union's mobile banking app. Mobile is altering the role of branch staff, adding to their duties the job of advocate/instruc...
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| Published in: | Credit Union Journal 2013-09, Vol.17 (38), p.14 |
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| Main Author: | |
| Format: | Article |
| Language: | eng |
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| Online Access: | Get full text |
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| Summary: | It's not uncommon for Glenda Evans to step into the middle of a line of members, pull out her smartphone or tablet and show someone how to download and use the credit union's mobile banking app. Mobile is altering the role of branch staff, adding to their duties the job of advocate/instructor for using the financial institution's mobile applications, along with other e-services. "I like to do this when I have the time, and it helps lighten our load at the branch when more members know they can do their banking from home or straight on their phone," said Evans, who manages the Wyoming office of $675-million Michigan First CU in the Motor City. But to be good trainers, said Evans, she and her staff have to know the mobile application well, which means using it themselves. "We learn it and make it part of our own daily banking. You have to do that to be able to walk members quickly through the app and show them how easy it is to use. If you can do it easily and with a smile on your face, members are much more likely to adopt the technology. They see how easy it is." |
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| ISSN: | 1521-5105 |