Meeting members where they’re at in the digital world

Team Member Spotlight

BEHIND THE SCENES:

BY BRIDGET McCREA

As mobile banking and self-service options continue to grow in popularity, American Airlines Federal Credit Union is continually improving its digital footprint with new, convenient services for its members. And at the helm are two long-time team members whose collective energy is being funneled into the Credit Union’s enhanced digital channels, including mobile apps and online banking.

Daniel Waller, Payments and Digital Technology Manager, and Vanessa Cartwright, Digital Banking Experience Manager, are experts with every service and product related to the digital upgrade the Credit Union is going through. Veteran team members, the two said they've never been more optimistic about the Credit Union’s digital future.

“I’m excited about our department’s project roadmap and all of the future digital innovations planned to enhance our member experience,” said Waller, who manages the project implementation, platform maintenance and vendor relationships. Cartwright said her focus is on creating “the best member experience while implementing new technology and projects for the Credit Union.”

Building on seamless financial functionality
Right now, Cartwright said the teams are focused mostly on online banking and the Credit Union’s mobile app. The goal is to stay ahead of new technology that provides even more convenience to members. “It’s essentially a digital branch, where they don’t have to go to a physical branch and do their business; they can do it online,” Cartwright said. “We're really trying to bring new features that will allow members to self-serve more often and 24/7.”

Making online banking accessible to all
With the online dashboard launched, the team is now working on a card management suite that will allow members a variety of financial functions in one convenient location, including the ability to submit travel notifications; request credit limit increases; and activate, enable or disable their cards.

New personal payment services are also being developed and some other existing programs will be upgraded to make them faster and more user-friendly. Waller’s team is working on a digital issuance initiative that will allow members to activate new credit cards and immediately begin using digital versions of those cards (while their plastic ones are en route).

Ultimately, Cartwright said the changes are being made to ensure a more user-friendly digital banking experience for all Credit Union members. “A lot of our members want to be able to do things themselves,” she said. “Obviously, we still have our chat and phone integration, but we want to meet them where they're comfortable. Our piece of that is making sure online banking is where they want it to be.”

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