Mobile and Branches Are a Cyber Heaven Marriage: Opinion
There’s no doubt that mobile banking has been a game changer in the financial services industry. However, given the amount of reporting done on the topic and the proclamations and predictions made, I can’t help but wonder if its impact hasn’t been over-stated. With that in mind, I took a close look at the role mobile banking is playing in shaping the future of credit union facilities.
Time for a Makeover
Within two years, mobile banking will likely become the preferred banking channel for consumers for quick transactions and access to basic financial sales and service questions. Yet, it’s just one of several channels – online banking, 24/7 call centers, ATMs, in-branch self-service kiosks – that provide members with the ability to bank when, where and how they want. This has resulted in the explosion of electronic transactions; the handling of which is probably the single most important factor driving change in the design and function of credit union facilities. Regardless of how or where a transaction originates, it must be received and processed somewhere to be completed. In the face of the sheer volume of transactions, credit unions are beefing up their back office operations to support the exponential growth. Specifically, the headquarters is evolving into the omni channel epicenter that houses corporate operational functions and serves as a sophisticated retail communications and processing clearing house.