Much of my career has been spent within credit unions leading frontline teams, including branches. As with most good things, I stumbled into it. Wanting to make a move to Chicago, I suggested that I not only manage marketing, but also a remote branch in the Second City. I quickly fell in love. Not just with the city, but with the member experience and how it was delivered. Having spent my first year out of college behind the scenes as a member of the marketing team, it was extremely eye opening to watch our members interact with our frontline team.

The credit union was more than just a place where members came to deposit money, cash checks and finance loans. It was a place full of people they trusted. Members relied on those trusted advisors. They looked to them for help, guidance and oftentimes to share a smile and a story to brighten their day. As credit unions develop and grow their mobile strategies, I often hear frontline team members and leaders wondering, “What does this mean for our team?” Even more directly, “Does this mean I’m going to lose my job?” These are important questions. My opinion: Mobile technology can amplify and create even deeper engagement with your frontline staff. It isn’t a question of either people or mobile technology. The answer is the powerful intersection of people and mobile technology.

In a recent Filene report, “Mobile Banking: Trends in Technology, Innovation and Equity,” we chronicled advice and guidance from experts on this important topic. David Fetherstonhaugh, a behavioral economist and designer with IDEO, shared an interesting thesis: “The hearts of customers are still up for grabs.” This bears out especially when you look at millennials’ perspectives on banking from the Millennial Disruption Index: They’d rather go to the dentist than their bank.

Complete your profile to continue reading and get FREE access to, part of your ALM digital membership.

Your access to unlimited content isn’t changing.
Once you are an ALM digital member, you’ll receive:

  • Critical information including comprehensive product and service provider listings via the Marketplace Directory, CU Careers, resources from industry leaders, webcasts, and breaking news, analysis and more with our informative Newsletters.
  • Exclusive discounts on ALM and CU Times events.
  • Access to other award-winning ALM websites including and

Already have an account?


© 2023 ALM Global, LLC, All Rights Reserved. Request academic re-use from All other uses, submit a request to [email protected]. For more information visit Asset & Logo Licensing.

Tansley Stearns


Credit Union Times

Join Credit Union Times

Don’t miss crucial strategic and tactical information necessary to run your institution and better serve your members. Join Credit Union Times now!

  • Free unlimited access to Credit Union Times' trusted and independent team of experts for extensive industry news, conference coverage, people features, statistical analysis, and regulation and technology updates.
  • Exclusive discounts on ALM and Credit Union Times events.
  • Access to other award-winning ALM websites including and

Already have an account? Sign In Now
Join Credit Union Times

Copyright © 2023 ALM Global, LLC. All Rights Reserved.