SECU, Maryland’s largest state chartered credit union, announced that it has recently launched a new Virtual Financial Center, an enhanced digital banking experience designed to further meet the evolving expectations and financial needs of members, businesses and the community. The Virtual Financial Center elevates the traditional mobile or online banking experience by combining the convenience of digital interactions with the comfort of human assistance.
Inspired by member feedback, SECU has increased the self-serve functionalities of its Virtual Financial Center, while also simulating the in-person experience of visiting a branch. When entering the Virtual Financial Center, members are greeted by a Virtual Member Advisor who uses easy-to-follow prompts and how-to videos to provide access and step-by-step guidance to a range of financial services:
- Become a member or open a new account
- Order a new debit card or checks
- Apply for a credit card or loan
- Pay a one-time bill or set up recurring payments
- Report credit card, debit card or check fraud
Members also have several options to receive live assistance, such as chatting with a Member Advisor or scheduling a virtual appointment.
“While digital banking has become a safe and convenient way for consumers to receive financial services, it can often lack a level of humanity that exists at physical locations. To maintain the strong relationship and trust we’ve built with our members, we needed to reimagine digital services so our connections with members continued to be personal and relevant,” said Becky Smith, EVP and Chief Strategy & Marketing Officer for SECU Maryland. “Through the Virtual Financial Center, we are providing members with a simplified and connected digital experience at every touchpoint. They have the option to quickly get answers or access services themselves, but can still feel confident that there is live help if needed.”
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