The View From The Branches
Monday, September 30, 2013
A combination of mobile technology, demographic shifts and retail realities are changing the way credit unions manage their branches. In this report, Credit Union Journal talks with 10 CU executives about the changing role of branch managers.
As more transactions roll out of CU branches in favor of e-channels, the role of the branch manager is changing.
About six miles from Peterson Air Force base and nine from the Fort Carson Army Post, the Jet Wing Service Center of Ent FCU has a rock-solid segment of its membership that it not only counts on for loans and deposits, but even some free marketing, as well.
It's certainly not the typical CU office, as members occasionally walk by in pajamas while brushing their teeth.
It's not uncommon for Glenda Evans to step into the middle of a line of members, pull out her smartphone or tablet and show someone how to download and use the credit union's mobile banking app.
Whether the branch handles 4,000 transactions a month or 28,000, what ensures a CU office of any size runs smoothly are clear lines of communication between the manager and staff.
Alcoa Tenn FCU makes no bones about why its Fairview branch is successful-business is booming thanks to the big retail store right across the street.
Twelve years ago Greg Logoteta decided he no longer wanted to "sell ice cubes to Eskimos" and made the move from working at a big bank to running an office of SAFE CU.
Lisa Fitzpatrick doesn't mind avoiding mid-day traffic in Linn County, Iowa, and not hearing the slamming of her car door as often.
The first day Jill McNabb stepped into her role as branch manager for the Bastrop branch of Greater TEXAS FCU, she moved her office to the front of the building.
When staff approach Scott Callison with a question, they should be ready with some answers of their own.