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Editor's Letter

The Fall of the Teller Wall: Branch Service Enters a New Era

Our motto is “people helping people," not “machines helping people,” so let’s keep up our investments in real, live staff.

The exterior of iQ Credit Union’s under-construction St. Johns branch features artwork of the neighborhood’s iconic St. Johns Bridge.

We’re currently living in what you might call a “heyday for homebodies” – as technology becomes more advanced, there are fewer reasons to go outside of our residences. Consumers want to help themselves, whether by ordering everyday household items online or using a self-check-in kiosk at the airport. And it’s no different in the financial services industry, where consumer-facing technology has made it simple to apply for loans and complete transactions without leaving the couch.

It’s natural to assume that this digital shift means brick-and-mortar credit union branches are soon destined to shutter just like a sad old Sears store. But that is not the case.

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Natasha Chilingerian

Natasha Chilingerian

Natasha Chilingerian has been immersed in the credit union industry for over a decade. She first joined CU Times in 2011 as a freelance writer, and following a two-year hiatus from 2013-2015, during which time she served as a communications specialist for Xceed Financial Credit Union (now Kinecta Federal Credit Union), she re-joined the CU Times team full-time as managing editor. She was promoted to executive editor in 2019. In the earlier days of her career, Chilingerian focused on news and lifestyle journalism, serving as a writer and editor for numerous regional publications in Oregon, Louisiana, South Carolina and the San Francisco Bay Area. In addition, she holds experience in marketing copywriting for companies in the finance and technology space. At CU Times, she covers People and Community news, cybersecurity, fintech partnerships, marketing, workplace culture, leadership, DEI, branch strategies, digital banking and more. She currently works remotely and splits her time between Southern California and Portland, Ore.

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