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“We have significantly enhanced operational efficiencies by transitioning wires from the Contact Center to Eltropy’s Video Banking platform.”
Jennifer McKee
Video Solutions Manager
Rivermark Community Credit Union, covering 15 counties in Oregon and southern Washington, faced a challenge with low in-branch visits during the pandemic.
To address this, they adopted Eltropy’s Video Banking, which quickly became a key tool for improving both operations and member experience.
Rivermark efforlessly reduced the time for tasks like wire transfers from hours to just under 15 minutes, making processes faster and smoother for members. This change also boosted operational efficiency by moving wire processing from contact centers to video calls.
“We’ve significantly enhanced operational efficiencies by transitioning Wires from the Contact Center to Eltropy’s Video Banking platform,” says Jennifer McKee, Video Solutions Manager at Rivermark.
By 2022, Rivermark saw a 29% growth in assets and a significant rise in member engagement. Members embraced the digital services for everything from loan applications to opening accounts, and with the roles of “Video Teller” and “Video Banker,” Rivermark was able to offer a full-service experience without needing more branches.
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