East Texas Professional Credit Union (ETPCU) is a member-owned and operated financial cooperative with 150 employees and serves 15 East Texas counties.
Challenges
ETPCU places a premium on members' branch service experience but faced challenges in providing excellent service when using a paper sign-in sheet for members waiting for assistance. The credit union found it difficult to quickly track member wait times, and occasionally a member got lost in the shuffle and waited longer than usual for service.
Solutions
Eager to ensure an excellent member experience, ETPCU implemented UKG® Banking Connections. With the solution, members can sign in electronically at a branch when they need to see a service representative, enabling the credit union to track member wait times. Key branch staff members are notified when a credit union member has been waiting longer than usual to see a representative.
The solution tracks and reports on member wait times and sales-per-member metrics, and provides employee performance data, such as the number of members seen per day and sales per member.
“With UKG Banking Connections, we're able to electronically track all lobby interactions, which ensures our members are taken care of in the right way and in a timely manner.”
Scot Haines
SVP of Operations
Results
Tracking, measuring, and managing employee performance with the solution's detailed reporting has helped ETPCU significantly improve its branch sales and service.
"With UKG Banking Connections, we're able to electronically track all lobby interactions, which ensures our members are taken care of in the right way and in a timely manner," said Scot Haines, SVP of Operations at ETPCU.
Using the electronic member tracking system and performance management information, ETPCU saw a 16.5% increase in sales over two years, while decreasing average member assist-times by more than five minutes.
The number of members each service representative is seeing daily has risen by 31%, increasing opportunities for cross-selling services to account holders.
Performance metrics on average assist-time and sales-per-members-seen make it easier for managers to determine which employees could benefit from additional training to ensure all staff is performing consistently at a high level.
