News

Oregon CU uses technology to turn branches into resource centers

Rivermark Community Credit Union is linking physical and online banking to make its member experience faster, easier and more convenient.

November 14, 2014

Oregon-based Rivermark Community Credit Union, which serves 68,000 members, is linking physical and online banking in order to make its member experience faster, easier and more convenient in new "resource center" branches, according to a company press release.

The facilities integrate elements of Rivermark's online and mobile banking experience into the  branch design. An online feature lets members schedule in-person meetings with staff, and a technology bar assists them with live online and mobile banking demonstrations. The bar hosts multiple devices — including iPhones and iPads, Android devices, etc. — preloaded with Rivermark's online banking apps.

Working with technology partner FTSI, Rivermark is implementing software and hardware solutions from NCR Corp., including Interactive Teller video devices that provide live teller services for customers who want the human touch, and offer more services than can be conducted on an ATM or other self-service device.

"We know that the way our members interact with our branch staff is changing, and it was important for us to give our members the same personal service but with more flexible hours and greater access to our specialized expertise," said Scott Burgess, president and CEO of Rivermark. "With our new resource centers, all of our branch staff will receive additional training so any employee can help our members with any request they may have. And with extended hours through personal teller kiosks and online scheduling, our members will have the banking services they need at the time they need it."

The new resource center also includes private video conferencing, giving Rivermark members access to mortgage and investment service professionals from any branch location, the release said.

The revitalized branch will be the first such installation. The CU plans to extend this model to other branch locations in 2015.

"Rivermark is innovating how banking services are offered in Oregon," said FTSI president and CEO Susan Napier. "With member service at the heart of their strategy, this branch investment reflects a vision of offering members personal service and extended hours with leading edge technology."