Operations
First, you have to know the types of transactions being done in the branch. We didn't have the core capabilities to know this so we painstakingly had each teller tally these by hand. Having team buy-in gave them the motivation and here's what we found.
5% Account Issues (cards, fraud, overdraft)
60% Check cash/deposit
25% Cash Withdraw/Deposit
10% Loans, Account/CD Openings
Most people are stunned by how little it takes for virtual branching, and frankly overcomplicate it. While we have some bells and whistles, it doesn't take much in way of products to eliminate a large percentage of your branch transactions. An upgraded ATM can reduce your foot traffic by 85%. A quality call center can reduce another 20% with account issues. Our biggest mistake was in this area. We saw account issues increase to 30% as they were suddenly frightened by 'Susy down at the branch' was no longer there to hold their hand, and became needier in the short-term. This was a major pain point as we mistakingly put every front line into another role, leaving no one dedicated to product education and account issues.
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You'll see in Step 3, that the real way we went virtual was 90% thanks to our team, but you have to have some bare minimum technology, else it can't work. Since Carma came on as CEO in July 2015, every piece of equipment that was up for renewal was replaced with virtual-friendly hardware or moved to the cloud, from phones, to the ATM, to even new laptops for tellers.
Credit Union Technology
Technology
& Products
to serve your membership
REQUIRED
Member Products
LIKE TO HAVE​
Member Products
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ATM - deposit/cash checks and loan payments
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Laptops - as team member desktops are upgraded, switch to a laptop
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Cloud Phone - this is where we saw the largest savings! We use Captivated and we were able to keep the same number and use it for voice, text, and video chat.
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Server Capacity
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Debit/ATM Cards
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Online banking/e-Statements
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Mobile Check Deposit
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Online account opening
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Electronic Loan Payment Portal
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Text Banking
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Peer-to-peer payments
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Apple and Samsung Wallet
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Shared Branching
Every week, during our all-staff team meetings, we would throw out transactions and friction points by department that needed virtual solutions. Key transactions and processes with no current virtual access were then handed to the development team to find and implement solutions. One-by-one we figured them all out.
How to access...
When switching your members behavior from brick-and-mortar, you've got to teach them all the ways they can do those same transactions through virtual branching. On our website, and teller handouts, we spelled out every channel or service they could use instead of the inconvenience of coming into the branch. We continue to add more ways as our technology advances.
Members still need cash for the garage sale, concert parking and more.
Depositing that $10 birthday check is still important to your little members.
Utilities are paid online, why pay your loan in person. Nobody has time for that.
No member wants to apply for a loan in person, especially A+ members.
Their favorite staff members is just a phone call or video chat away.
Access to Withdraw Cash
We understand that we cant give you cash over the phone, but you still have options to get access to it! Below are the 4 ways that you have access to your cash 24/7.
1) ATM
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NorthPark ATM machines - We have raised the daily limit to $1,000.
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Need more than $1,000 per day? No worries! Visit any one of the 30,000 shared branching ATMs (find one nearest to you). You can withdraw funds from either the branch or the ATM just like you were at NorthPark, with NO COST to you!
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With our Kasasa Checking account, ALL your ATM fees are waived - so you could use any ATM you want! (open an account online now).
2) Debit Cards/ATM Cards/NorthPark VISA Cards
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We encourage you to use any of your NorthPark cards. It's much safer than cash which is full of a bunch of yucky germs, and it's easier to manage!
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If you dont have one, contact us and we can order one today!
3) Cash Back at Stores
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You can always get cash at most convenience and grocery stores. Just enter your PIN number during the transaction.
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To find locations nearest to you, simply search your address on this website.
4) Shared Branching
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Visit any one of the 5,600 shared branches (find one nearest to you). You can perform a transaction just like you were at NorthPark. There's NO COST to you!
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Access to Make Deposits
Everyone likes having more money in your accounts, by banking with NorthPark, you have multiple options to make deposits without even having to come into the branch!
1) Mobile Check Deposit
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Take a picture of your check using the NorthPark mobile app. Check out the steps below for more info!
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Click on Move Money
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Click Deposit Check
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Then login using one of our 5 biometric options
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And finally follow the simple steps accurately
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Cut off times are Monday-Friday, 11:30am & 3:30pm EST, for same day posting on credit union business days. Funds Availability restrictions may apply.
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Mobile Check Deposit Agreement & Disclosure
2) ATM
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Our ATM machines accept cash or check deposits.
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Cash is made available immediately.
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Checks may incur a short hold.
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Funds Availability restrictions may apply.
3) In Person, Shared Branching
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Visit a Shared Branch to deposit funds. Please check the (Shared Branch website) to check on availability.
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Access to Make Loan Payments
We understand that we cant give you cash over the phone, but you still have options to get access to it! Below are the 4 ways that you have access to your cash 24/7.
1) Online Banking or Mobile App
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Transfer funds from your other NorthPark accounts to fulfill any of your NorthPark loan or credit card payments.
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This can be done 24/7 and is automatically applied to your loan.
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You can also set up a scheduled transfer to automatically pay on your loan at the frequency of your choice.
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This can be changed or canceled at anytime.
2) Website Online Banking
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Transfer funds from your other NorthPark accounts to fulfill any of your NorthPark loan or credit card payments.
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This can be done 24/7 and is automatically applied to your loan.
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You can also set up a scheduled transfer to automatically pay on your loan at the frequency of your choice.
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This can be changed or canceled at anytime.
3) 24/7 Telephone Banking
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Call at 1 (800) 860-5704 (CUID: 203)
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From here you can transfer funds from your NorthPark accounts to pay on your NorthPark loans and credit cards.
4) Business Hour Telephone Banking
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Call (317) 733-2200 during business hours to transfer funds with a live teller.
5) Mail it In
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Payments can be mailed to NorthPark at P.O. Box 588 Lebanon, IN 46052.
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Please be aware of the timing of the USPS and schedule accordingly.
6) Credit Card Payment 24/7
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Call our staff at (317) 733-2200 during business hours to pay-by-phone.
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Payments after-hours can be made here.
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There is a $10 fee for this service.
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VISA Credit cards are not accepted.
7) Online Bill Pay from another Financial Institution
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Complete a bill pay from another financial institution to be mailed to NorthPark.
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Mailing Address: P.O. Box 588 Lebanon, IN 46052
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Please be aware of the timing your other financial institution and the USPS will take and schedule accordingly.
8) Shared Branching
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Visit a Shared Branch to provide funds. Please check the (Shared Branch website) to check on availability.
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Access To Get a New Loan
We understand that we cant give you cash over the phone, but you still have options to get access to it! Below are the 4 ways that you have access to your cash 24/7.
1) Apply by Phone
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Call Andrew Johnson at (317) 733-2200 x 131
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Call Conner West at (317) 733-2200 x 145
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Call Katie Palmisano at (317) 733-2200 x 147
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Call Melissa Schaeffer at (317) 733-2200 x 142
2) Apply by Mobile Banking
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Follow the steps below to apply online through your mobile app:
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Open the NorthPark Community Credit Union App
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Log-In to your membership account
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Click on the "My Accounts" tab
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Click on "Apply for Loans"
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Follow the application process and our loan officers will be with you once within one business day!
3) Apply by Virtual Banking
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Now you can apply and inquire about loans through a video call feature! Now you can talk to one of our loan officers just as you walked into the branch.
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Simply text "Apply For A Loan" to, (317) 733-2200.
4) Apply Online
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You have access to apply for loans online 24/7! Click on the loan type below and apply in just a few minutes.
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Auto Loans
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Personal Loans
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Home Mortgage
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Access Staff
We understand that we cant give you cash over the phone, but you still have options to get access to it! Below are the 4 ways that you have access to your cash 24/7.
1) Text Us, It's the Quickest!
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You can text us during normal business hours and get answers straight from your cell phone
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Text us at (317) 733-2200 and opt-in to be able to receive text messages from us.
2) Mobile Video Chat
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Text "Video Chat" to 317-733-2200 to speak with us face-to-face!
3) Give Us a Call!
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You can call our main line at (317) 733-2200 during normal business hours, if it is after hours, just leave us a voicemail and we'll return your call ASAP.
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Need to talk to someone specific? Simply type in the extension (provided below) of the person you need to reach and you will be led to their direct line.