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With COVID-19 vaccines beginning to launch around the world, credit unions are looking toward life post-pandemic. After a stressful and disruptive year, financial services leaders could be forgiven for yearning for a time before quarantine. Yet, despite an end being in sight, the global crisis has rapidly changed member behavior and expectations – perhaps permanently. An October 2020 report titled “COVID-19 and the Changing Financial Consumer: Impacts and Implications for FIs” by NY Pay and Phase 5 of banking services users’ behavior showcased the unexpected repercussions of prolonged branch closures and what financial institutions need to do to meet the new reality.

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