No Members Left Behind; Just An Old Approach
The management at Community One Federal Credit Union was faced with a quandary-how to address increasing
The solution: in November 2002, the branch moved two blocks to a newer building and several security upgrades were
Larry Palochik, Community One FCU's executive vice president and chief operating officer, said the credit union had not suffered
"It's a battle," he said. "You want to provide services to members in a place they are used to it, but you want to do it safely."
Another factor in the decision to move was the age of the building at the former location. Palochik said the CU has had a branch
"The air conditioning didn't work sometimes, and there were other problems," he explained. "So we left the older building and
The move also allowed the credit union to make other changes designed to improve safety. These include installation of an after-
Getting to Know You
Community One is not the first CU to use in-branch video conferencing, but first-time visitors still were a little shocked upon
"Our members are getting used to it, but, at first, it was weird," said Palochik. "People were asking, 'where are the tellers?'"
The branch is not devoid of people, he continued. There is a greeter at the door to address general questions about the changes,
The tellers are in another room, and they and the members can see each other's faces via video cameras and monitors.
Telephones are provided for privacy, and pneumatic tubes are used to ferry all pieces of paper.
"All transactions that are available at a traditional teller line can be done at the video-conference tellers. You can do everything
"With a large number of people, you always will have some who will hate it. I'm sure some choose to use another branch because
While some members might rue the loss of personal contact, the $153-million Community One's new branch recently earned a