YAKIMA, Wash.–Solarity Credit Union here has opened what it is calling a pilot “Engagement Center.”
The credit union said the concept allows its “Engagement Center Guides” to “focus on the needs of members at the new location by leveraging the latest advances in smart banking technology to build relationships.”
According to Solarity, the new retail facility reflects changes in the behavior of financial services consumers who want “to enjoy more sophisticated levels of knowledge, expertise, and engagement – whether face to face or via state of the art technology.”
As a result, the credit union said, the “typical” branch has had to evolve, and the new Engagement Center is designed to be a transformational experience for both new and existing members through interaction, not transactions.
The smart branch model uses the Engagement Center Guides, or ECGs, to help members learn about and simplify every process with ease and confidence, the credit union said.
“The EGCs are highly skilled, service-minded Solarity employees dedicated to providing a full-service experience for both members and everyone else who enters the space,” Solarity said in a statement. “The enthusiastic staff assembled are trained in all aspects of the organization as well as conversationally competent in areas like mortgages and business. The idea behind the new location is to allow the ECGs to educate members on how best to use new technology to complete transactions through Smart ATMs, mobile deposits, and so much more.”
Solarity said its objective for the Engagement Center is to develop a prototype that can be used in different markets to act as a channel for taking the interaction with members beyond the typical banking transaction.
“Solarity’s Engagement Center is our response to changing member demands for deeper and more meaningful relationships and value enhanced by skills and the latest technology,” said Ralph Cumbee, chief experience officer with Solarity Credit Union. “Our highly trained ECGs are prepared to deliver extraordinary experiences and exceptional value. The strategic use of technology will further enrich the interaction. It is Solarity’s goal to be the best financial institution our members and potential members can have.”
According to Solarity, the new location features:
- Video conferencing technology: Members can now engage directly with one of the Digital Mortgage Loan Officers. With two dedicated spaces within the Engagement Center, customers can apply for a loan and learn everything they need to know about the mortgage process in a welcoming and custom-built environment.
- Located in center of the Engagement Center, members will be able to participate in a variety of financial workshops and have hands on education opportunities for opening an account, how to use online banking, or event get the Solarity App set up on their smartphone or tablet.
- Solarity Credit Union’s Smart ATMs provide many of the same services as provided by a traditional banking teller including; accepting cash and check deposits, handling transfers between accounts, cashing checks, access to account information and traditional withdrawals.
- The pilot Engagement Center is fitted with the most advanced technology on the market to enhance member privacy. Sound masking technology protects private conversations from those who are not in the immediate area. Directional speakers only focus sound into a specific area making them an ideal tool for marketing and other messages.
The $1-billion Solarity has approximately 50,000 members.