As Arizona Federal grew and their remote offerings expanded, they have strategically targeted utilization of services with their membership. With more to offer through online and mobile banking, Arizona Federal needed to make members aware of all their products and ensure their comfort in using them. When members do call, agents not only need to resolve their current issues, they also need to spend time educating members on their financial services options, and promote the benefit of membership.

“Strategically, the goal was to get members to use self-service whenever possible, and call us when they have more complex issues and concerns. The challenge was to leverage the opportunity in those conversations to educate them on the products and services and maximize the benefit of their membership,” explains Melissa Brown, Sr. Director of Remote Services.