First Commonwealth Federal Credit Union Wins 2018 Best Branch Experience Customer Experience Award
BETHLEHEM, Pa., September 19, 2018/PRNewswire/ -- First Commonwealth Federal Credit Union received the “Best Branch Experience” Best in Bank Customer Experience Award for their innovative social banking model.
Networld Media Group, publishers of ATM Marketplace and Mobile Payments Today, handed out four international banking awards for industry-leading experience strategies on the evening of Thursday, Sept. 13, during a banquet that was held as part of the Bank Customer Experience Summit in Chicago.
The Best in Bank Customer Experience Awards honor innovative, consumer-focused financial institutions and fintech providers whose branch networks and financial service technologies are heightening the customer or member experience and leading the industry in innovation. The award recognizes recipients in four categories: Best Branch Experience, Best ATM/Self-Service Experience, Best Mobile Experience by a Financial Institution and Best Mobile Experience by a Fintech Provider. Winners are selected by a panel of highly regarded financial industry analysts and consultants.
Judges noted that First Commonwealth’s new “financial centers” utilized technology to provide seamless experiences, extended hours and an enhanced member experience. The expansive financial wellness spaces dedicated to member and community education, as well as the free coffee bar further enhance and differentiate First Commonwealth’s innovative financial center experience model. The convenience of online appointment scheduling also allows members to schedule face-to-face appointments with an expert at a date, time and location of their choosing. All “Member Experience Associates” are certified financial wellness coaches focused on helping members improve their financial well-being. Innovative strategies to align people, brand and culture with leading-edge technology made First Commonwealth this year’s winner of the coveted “Best Branch Experience” award.
In 2017, First Commonwealth implemented Interactive Transaction Machine (ITM) technology. ITMs are advanced ATMs with the added feature of assistance from live Video Associates (based out of a centralized Contact Center) so members can complete transactions outside of regular banking hours while experiencing personalized service from a live Associate. First Commonwealth ITMs are conveniently located in Financial Centers, drive-up lanes and stand-alone kiosks and connect members with a Member Experience Associate by video to assist with transactions.
“Our focus has been on making First Commonwealth easier to do business with at all touchpoints. By delivering seamless, personalized experiences and the latest technology, we continue to meet the evolving needs of consumers and our members and are able to provide 24-hour banking ease and convenience”, said Tricia Szurgot, Chief Marketing and Experience Officer at First Commonwealth. By first focusing on people – our employees, members and communities -- and embracing technology and process simplicity, we have made it easier to bank with us while creating social spaces and education opportunities to help members achieve their life goals and enhance their quality of life.”
In addition, Szurgot had the honor of presenting a Case Study on First Commonwealth’s successful branch transformation that highlighted the organization’s focus on brand-culture-experience alignment and shift from a sales culture to service culture, in which people and experience are put first. Adding “a very special thank you to the entire First Commonwealth team for making this award possible, believing in our transformation and working so passionately every day to help others by delivering exceptional experiences that result in positive impacts for our members and communities.”
First Commonwealth, based in Bethlehem, PA, is a leader in banking innovation and the largest credit union in the Greater Lehigh Valley. With eight financial center locations and a best in class digital banking center, First Commonwealth serves more than 61,000 members and 1,200 member companies in the Greater Lehigh Valley and beyond. As a member-owned, not-for-profit financial cooperative, First Commonwealth is a leader in the B2C and B2B financial services marketplace and has been committed to growth, innovation, technology and personal, friendly service since 1959. First Commonwealth has 170 employees and $700 million in assets and serves its membership through purpose-driven and mission-based values to help members prosper. First Commonwealth FCU is committed to giving back through their First Commonwealth FCU WE Thrive LV Foundation and Corporate Social Responsibility initiatives. www.firstcomcu.org