PHOENIX–Arizona FCU continues to shift its retail delivery of services to members toward online and digital services as it also redistributes its branch network, according to one new report.
The credit union is making the transition based on a “significant” change in how members interact with the credit union, according to Virtual-Strat
egy.com, which profiled Arizona Federal’s service delivery.
AFCU has seen a 53% decline in in-branch transactions since 2010 and a 212% increase in mobile log-ins since 2012, the company reported.
Virtual-Strategy.com reported Arizona FCU has made investments in three areas as a result of the changing member behavior:
- Increased digital offerings including new live chat features, increased functionality on their mobile app, biometric log-in options, external mobile transfers, and the ability to control their Arizona Federal debit or credit card with the CardPower app.
- Enhanced availability for members with a new 24-hour-a-day, seven-day-a-week member services team to provide assistance with fraud claims, password resets, and more.
- An updated branch network that will bring two new locations to members (one in the West Valley and one in the Southeast Valley), as well as consolidating the Apache Junction, Mesa, Cave Creek, Bell Road, and 19th Avenue locations.
A credit union spokesperson told the publication that at one point Arizona FCU had considered moving to a 100% digital environment for service delivery, but said it still believes having locations available is important, and its goal is to have one location within a 15-minute drive of most of its members.
The $1.3-billion Arizona Federal has 120,000 members.