1. New Hours and Locations of Operation

Of course, staffing branches is a major challenge currently facing credit unions. Operating with limited staff, decisions need to be made about which branches can remain open, which have limited hours and which of those branches have closed. These changes to branch hours and operations need to be clearly communicated across all digital channels. Consider placing the below questions and answers in a central, visible location on the credit union's website, online banking and mobile apps:

Have branches re-opened?
If so, which ones?
Have hours changed?
Are ATMs and drive-thru locations open?
If so, which ones and during what hours?
Which services are now available in-branch?
Are appointments necessary?
What special precautions are being taken to protect members in branches that have re-opened?

2. Health and Safety Protocols

With everyone's health at stake, members continue to have a lot of questions ranging from the health implications of going into a branch, to the cleanliness protocols of public spaces and machines, to potential scams during this vulnerable time. Some of the questions credit unions should prepare to answer include:

What is being done to help stop the spread of the coronavirus in open branches?
Is my money safe?
Is my money "clean"?
Where can I receive the latest updates on the COVID-19 outbreak?
What should I do to prevent phishing/scamming during the COVID-19 outbreak?

3. Transition to Remote Banking

With social distancing still strongly recommended, and many members heeding advice from local and national agencies to limit interactions outside of their homes, many individuals are – for the first time ever – making the transition to adopting mobile and online banking measures. Credit unions need to make sure digital channels provide step-by-step instructions on how to set up and enroll in all remote banking options including online banking, mobile banking, mobile deposit and bill pay, and how to access their tax information remotely. Including screenshots, guided tutorials and even video demonstrations goes a long way in preventing abandonment.

Instant Insights /

The Importance of Member Support

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