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Happy, engaged employees. Source: Shutterstock

Many credit union lobbies remain closed or are operating with shortened hours amid the COVID-19 pandemic, pushing members to turn to contactless options like the drive-thru. However, with limited service options come long lines and member frustrations. While online banking has filled some of the gaps, many credit union members are looking to cash checks or deposit funds – activities that can’t be done from their homes. These seemingly simple transactions are taking longer than ever to complete, therefore putting new pressure on tellers.

Credit union employees can only handle so many member needs at one time from behind the drive-up glass or pneumatic tube machines. Service representatives typically face the brunt of member frustration, and this is currently heightened by the fact that consumer financial concerns are reaching an all-time high. It’s easy to see how new member demands could impact the mental health of tellers and their ability to stay engaged, and, in turn, impact the reputation of credit unions as a whole.

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