BY MEREDITH DEEN
With mobile banking continuing to increase in popularity (53% of smartphone users utilized mobile banking in 2015, per a 2015 Federal Reserve report), many credit unions are successfully integrating mobile banking apps into their offerings. What most have not considered is how mobile banking can benefit branch operations, as well. Some scenarios, such as text messaging offers to account holders in the vicinity (based on GPS data), are still in the future. However, others are available today in the form of pre-packaged, or custom technology solutions. Here are a few examples.
In the Lobby: Some lobby tracking solutions support the use of iPads and other mobile tablets for lobby-sign-in, replacing obsolete paper sign-in sheets and allowing collection of lobby visit data for further analysis. The best of these also provide mobile (text or email) alerts to designated personnel when a customer signs in, or when lobby-assist wait times exceed a designated threshold.
On the Teller Line: Solutions that analyze transaction data from the core processor to report on teller activities can provide KPIs (key performance indicators) about teller efficiency via mobile device to regional managers and other key management in advance of branch visits.
For the Workforce: Branch scheduling software, whether based on projected traffic (gleaned from branch activity data) or historical/industry averages, can incorporate a mobile interface that allows workers to view their work schedules on their mobile devices, request time off for vacations, and more.