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Expert Opinion

Hybrid Banking Is Here to Stay

CUs that make staff and services available when, where and how members want will be poised for member growth and loyalty.

By Nick Barnes | January 31, 2022 at 10:00 AM
Businesswoman pressing face emoticon on virtual touch screen at smartphone .Customer service evaluation concept. Source: Adobe Stock

“Flexible” isn’t a word frequently attributed to the financial services industry. Regulations, policies and strict underwriting rules mean that credit unions often can’t adapt to member needs as easily as they would like. But when it comes to making staff and services available when, where and how members want, credit unions have never had more options to be flexible.

To learn more about consumer preferences, JRNI surveyed over 500 U.S. financial institution customers and members about their attitudes around interacting with their bank or credit union. Findings demonstrated that credit unions must expand the ability for members to meet in a branch, online or via web chat.

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