Making changes in the way a credit union does business, such as implementing a self-service branch transformation, requires out of the box strategy and vision as well as employing innovative technology.
Latham, N.Y.-based $595 million Sunmark Federal Credit Union recognized the reality facing many credit unions: escalating labor costs, decreasing foot trafc, and mounting pressure on the bottom line. Improving branch level efciencies could help steady the rocking ROI vessel but only if it preserved and expanded the member relationship, which drives overall success.
Sunmark set out to do both with a smaller, automated branch design at its new Rotterdam, N.Y. location.
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Roy Urrico
Roy W. Urrico specializes in articles about financial technology and services for Credit Union Times, as well as ghostwriting, copywriting, and case studies. Also: writer/editor of a semi-annual newsletter for Association for Financial Technology since 1997 and history projects funded by the U.S Interior Department, National Park Service and Warren County (N.Y.).
