As more members use mobile apps and other remote channels to apply for consumer loans, credit unions naturally focus on improving the member experience for those channels.
But focusing on face-to-face lending interactions is more important now than ever.
In the TimeTrade 2017 State of Credit Unions Survey, 71% of members said visiting branch offices is still their primary way of interacting with their credit union.
According to the report, “When it comes to major, complex transactions such as opening an account or securing a loan, members are looking for the one-on-one member service experience that online banking simply can’t provide.”
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