How the pandemic is reshaping the future of member service at Tucson FCU
After notching successes in appointment-only lobbies and automated services, the Arizona cooperative is rethinking hours, services availability, communications, and more.
Since COVID-19 forced Tucson Federal Credit Union($489.2M, Tucson, AZ) to shut its lobbies, the credit union has recorded a sharp jump in remote deposit capture and ITM usage. Now, the Grand Canyon State cooperative is considering how to encourage members to make those behavioral changes permanent.
TFCU closed its six branch lobbies on March 18 and started offering appointment-only servicefor new loans, membership, card replacements, notary signings, and cashiers’ checks. For more transactional services, five of the branches have ITM-equipped drive-thrus offering extended hours; a sixth branch located inside a Fry’s Marketplace grocery store offers two ITMs with extended hours for a fleet total of 10 ITMs.
The credit union is targeting June 1 for reopening its lobbies, says Krystal Adams, the credit union’s senior vice president of member experience, but that will depend on guidance from the Arizona governor’s office.
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