ATHENS, Ga.– With all the debate around the changing of credit union branches due to technology, how does the current labor force, specifically tellers, adapt to the increase in available technology through credit unions and their branches?
That question and others related to that issue is explored in a new white paper that is free to credit unions.
The white paper has been published by the Southeast Regional Credit Union Schools (SRCUS) and was authored by a team of third-year students in the SE CUNA Management School program comprised of Maureen Bock of Georgia Credit Union Affiliates, Blair Boyer of Georgia’s Own Credit Union, Shannon Duran of Guardians Credit Union, and Mendy Salvey of Freedom First Federal Credit Union (VA).
In the report, “The Changing Face of Tellers,” the authors explore how best to find the “tech versus touch” balance by examining current research and trends in technology and innovation, credit union employees’ skill sets necessary for technology adoption, the effect technology makes to the traditional physical branch model, and member engagement and adaptation to technology solutions. Recognizing that tech and touch are not mutually exclusive, but rather a spectrum, each credit union will come to a different conclusion about the “right” balance for their organization and their membership. This paper is an excellent resource for credit unions as they determine the balance that is right for success and develop a plan to move forward, according to SRCUS.
“Finding that perfect balance is a challenging venture all credit unions face, no matter their size. But, it is also an absolute necessary venture in order to ensure the ongoing survival of credit unions. All credit unions should be researching different technology options and discussing implementation goals as part of their strategic planning,” explained team member and co-author Duran, EVP at Guardians Credit Union.
Completion of the written project and an oral presentation of the research report is a prerequisite for graduation from the program. This team of students received recognition at the 2017 SE CUNA Management School graduation ceremonies last month for their exceptional work on the research paper.
To access a complimentary copy of the white paper, please visit www.srcus.org/management-school/student-white-papers/