How PSECU leads the “Digital-First” movement
HARRISBURG, PA (November 7, 2023) — Digital banking has been at the core of how PSECU functions since they launched PSECU-at-home in 1995 and mailed floppy disks to members, allowing them to transact from home. Today, that evolution continues with a focus on efficient self-service, so members have the peace of mind that their money is accessible to them whenever they need it, wherever they are.
“Our digital-first model is what sets us apart today from other credit unions,” said Lindsay Oparowski, Assistant Vice President, Digital Member Experience. “As a primarily branchless credit union, it’s a necessity to ensure that our members have the tools they need, at their fingertips, to conduct their banking 24/7. To do that, we are constantly identifying opportunities for improvement in our online and mobile banking platforms.”
On the user experience front, led by Becky Giannelli, PSECU Director of Integrated Marketing Digital and Creative, and in partnership with Mole Street, PSECU just redesigned its website. From research to implementation, the project took over a year to complete. While this did not impact PSECU’s digital banking platforms, it did improve the website’s consumer-facing functionality.
Giannelli explained, “we knew what our priorities were: make the user experience as smooth as possible, make it simple and quick for visitors to find the information they’re looking for, and make it all look great at the same time.”
“A website is the anchor of any company or brand’s marketing efforts. It’s also important to us from a retention standpoint,” continued Giannelli, when asked why redesigning the website was a focus. “We wanted to ensure we optimized the site so users can access the information and tools they need efficiently and intuitively, and that the website reflected PSECU’s dedication to helping members achieve more.”
As mentioned above, this is just one of the improvements made to ensure a seamless and highly functional experience. Additional digital enhancements made in the last year include:
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- An overhaul to the dashboard in both online and mobile banking.
- Partnerships and technology to make transferring money inside and outside of PSECU easier with the introduction of Plaid and Zelle®.
- Enhancements to account alerts and security.
- A spending summary tool intended to help members have better insight into where their money is going.
- The ability to change the maturity for a certificate easily in digital banking.
- Access to viewing secondary account numbers easily once logged into digital banking.
Oparowski and Giannelli, while leading different aspects of the credit union – digital member experience and digital marketing, respectively – both remain focused on ensuring PSECU is living up to its mission of helping members achieve more by curating a seamless and enjoyable user experience with PSECU’s tools and information hubs.
About PSECU
Opened in 1934, PSECU was founded by 22 ordinary people who pooled $90 and made an extraordinary commitment to each other: To create a financial institution where collective resources benefit all members. Today, PSECU continues that legacy as Pennsylvania’s digital-first credit union, with $8 billion in assets, an economic impact of over $700 million, more than 590,000 members, and a convenient anytime, anywhere banking model. For more information about PSECU, visit psecu.com. PSECU has been recognized as a Best-In-State Credit Union by Forbes, a Best Credit Union by GOBankingRates, a Best Bank by Money.com, and one of America’s Best Banks by Newsweek. View its Year In Review to learn how PSECU contributes to the greater good.
