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First Tech Federal Credit Union has partnered with NASDAQ-listed mobile computing company Zebra Technologies (Zebra).
First Tech will use the Zebra’s Reflexis for Banking solution to increase staff effectiveness and productivity whilst elevating customer service.
The adoption of Zebra’s solution will enable First Tech to digitise its audit processing, resulting in greater insights and visibility into staff workload, proactive task management and enhanced communications across the bank’s experience centres.
The partnership will also provide First Tech with staff optimisation and mobile tools for improved employee engagement.
Additionally, First Tech will digitise its inspection processes, producing a digital audit trail that reduces task duplication and optimises resource allocation for managers and staff.
“We chose Zebra’s Reflexis for Banking solution for its ease of use and ability to improve compliance within our Experience Centres,” said Holly Hoekman, director, training & optimisation at First Tech Federal Credit Union.
“With the support of our Experience Centre Leaders and Business Support teams, and the added visibility into the completion of tasks on a daily basis rather than at month’s end, we will be able to realise our compliance benchmarks and provide even greater service to our customers.”
Reflexis for Banking is a unified mobile-first platform for workforce optimisation and management, offering real-time visibility into branch operations.
Credit unions partner with technology providers as banking consumers seek digital tools
First Tech is among a series of credit unions opting for a technology partner to enhance their digital capabilities for better operational efficiency and customer services.
The push for digitisation comes as credit unions, until recently slower than banks to move on digital transformation, look to retain and attract digitally-savvy customers by optimising customer journeys.
According to a survey of over 1,000 US consumers by digital consultancy group, Mobiquity, 54% of 18–29-year-olds rate customer experience as important for an ideal banking experience.
36% of respondents in the same age group also consider a wide range of digital services as an ideal banking experience.
The research also revealed that 48% of 18-29-year-old respondents were willing to switch to a smaller bank if they had better digital tools.
To capture younger customers, credit unions have been investing in their digital capabilities, most notably with investments into cloud-based core banking platforms and personalised consumer services.
In May, Pennsylvania-based APCI Federal Credit Union signed a multi-year agreement with US fintech Lumin Digital to utilise its cloud-native platform for mobile and digital banking services.
In April, ORNL Federal Credit Union opted for Alkami’s cloud platform to host the bank’s digital banking capabilities.
In June, digital financial guidance platform Chimney announced partnerships with three credit unions, Affinity Federal, Wellby, and Quorum Federal. The three credit unions had selected Chimney to offer their clients tailored financial advice based on their customers’ personalised information.
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