Ink on the Interview
Q: Any highlights to share from the conference?
A: It’s my first year at the Emerge conference, and it has been really good. I love the panels, just hearing from a broad variety of individuals at different credit unions and vendors has been really great. I think it’s really resonated as well with where we’re going as a credit union and things we’re seeing. It’s like other people are experiencing the same things. Yeah, you’re in a room with like-minded folks for sure. So that’s been great.
Q: Video banking helps credit unions expand new markets efficiently, especially during labor shortages. Can you give us a quick overview?
A: We’ve been in a video banking space, we call it STCU Connect, for a little over five years, I believe.
Q: Did you guys start with POPi/o?
A: We’ve transitioned as Eltropy acquired POPi/o. We’re hoping to go into their unified platform later this year, which we’re excited about. But what we’ve done with it is to centralize our lending specifically in our branches. So we don’t have lending officers anymore in our branch locations. You come in for a loan and go to a STCU Connect room in the branch and are able to meet with a lending expert via video. So you can meet anywhere. So we just started appointment scheduling for mobile in our locations that we’re located in, which we’re excited to kind of grow that space, because it’s easier to staff.
Q: Video banking has changed things, especially in the lending department. Those folks are way more accessible now as opposed to back in the day, when you had to set an appointment. It has greatly enhanced accessibility for these folks.
A: Our retail folks do a great job, but it is a more entry-level position, so you’re constantly fighting that training. Then, they go to the back office, and then they go somewhere else, so it’s really helped with ensuring that we have the appropriate knowledge with our employees, specifically in that area. And now we’re focusing also on, while we have them in that room, what other products and services do we have? And really working towards that balanced portfolio with the member. You’re trusting us with your loan products. Why would you not trust us with your whole banking? All this other stuff.
Q: You are a very large credit union, but are you spread out all over Washington? Video banking is very rural, so to have this is a big feather in your cap too, right?
A: Yes. We’ve had the opportunity to acquire and integrate with some of the banks that are leaving those areas. We’ve been able to step in and be really there for the community. That’s what Credit Unions do. They step in and they help out when other people take over. We’re more than happy to step in for you. So I think specifically for video, it just gives us an opportunity in those communities to have investment services, to have real estate options for them, and use that platform to build out those product suites in those rural communities that might not have accessible services.
Q: Can you share how it benefits the STCU staff?
A: We’ve done some significant work, and we’re continuing it over the past few years. In our space, as you learn skills and as you learn products, you’ll be able to build your career and choose your own adventure. Because even if you start in Branch, Contact Center, and come to Omnichannel, or Origination, or that type of thing, there are paths through that. But there are also paths outside, like if you’re interested in marketing, if you’re interested in accounting, or you know some of those other niche spaces in the credit union. Because you have a broad knowledge of how the business works and functions, it allows you to be more prepared for other areas too. So there are so many options.
Q: What’s on the horizon for you guys as far as video banking or anything else that Eltropy has to offer?
A: I enjoy the partnership we have with Eltropy. Scott Rabe is on the board, and so I think that allows us a little bit more accessibility to them, and I just appreciate their genuineness. Everyone I’ve met through them has been super genuine. We are excited to launch the Unified Platform, specifically for our video team, and just build that out more with appointments, with services and products that we offer through that platform, like investment services, real estate, you know, all of those. The mobile piece to like, how can we get numbers to? Realize they don’t have to come into a branch. Yeah, some of them still want to, which is great. Well, we’re not shutting branches or doing anything like that, but I think it would be great to have them recognize, like, oh, I could do this, you know, from my home. My tractor, you know, like we saw yesterday. That’s right. A lot of our rural places are, we have farmers and egg landing and stuff like that. So I think it would be really cool for members, you know, small businesses, they don’t have time to, you know, go to branches. They work during the day. It’s probably a two-hour drive. You’re banking from your tractor, for sure. Join us on the road. Exactly. Don’t drive. Yeah, don’t drive in text, don’t drive in video. Yeah, I think there are just so many opportunities to create that personalized experience, tailored experience – meeting them where they want to be met and where they enter, and not forcing a redirection. Which I think we do sometimes. It’s like, oh you joined, you know, you wanted to join us online, but we’re gonna call you now.
