Recognizing its members’ changing needs and behavior, Point Breeze Credit Union made the decision several years ago to break with tradition by using its branch lobbies to focus less on transactions and more on the customer experience.
Point Breeze’s recently remodeled Hunt Valley lobby – part of an extensive renovation and expansion that will double the size of its current Hunt Valley facility with a new two-story, 20,000-square-foot addition – offers a great case in point.
The change from a traditional branch model to a new “dialogue banking” service model is evident the minute a Point Breeze member enters the lobby. Members are welcomed by a service specialist who is able to handle most of the member’s needs.
The teller counter has been replaced by individual workstations. The lobby also features private office spaces that have glass front walls and large picture windows, provide an open, welcoming environment while simultaneously offering members the privacy to discuss specific financial needs with a trusted adviser in a personal, meaningful way.
The lobby walls feature digital signage and large-screen monitors providing information about various financial services and member benefits, as well as local headlines, weather information and news about Point Breeze’s community involvement. Members can help themselves to coffee at self-service Keurigs, and use automated teller machines for quick financial transactions.
The new, tech-savvy lobby certainly qualifies as a “cool space” that has helped to position Point Breeze for future growth.