Alamo Federal Credit Union has combined technology with face-to-face member relations to create Concierge Banking. With this service, a credit union employee meets members at their home, office or any convenient location to discuss the credit union’s products. Members can apply for a loan on the spot using an iPad and SIGNiX digital signatures.
Paperwork Frustrates Members
Like many credit union loan managers, Alicia Alvarez is focused on more than just closing loans. You might even say closing loans is just a byproduct of what Alicia focuses on every day—customer service. She knows that there are plenty of places members can get a loan. To win business, Alicia’s team gives members quality customer service they can’t get anywhere else.
Despite the team’s best efforts, one step of the loan application process frustrated members and employees alike—the signature. Busy members and those living out of town often had trouble making the time to come into a branch and sign loan documents.
“We lost loans that could have been easily closed if we had SIGNiX’s digital signature service sooner,” Alicia said. “We tried faxing paperwork over to them and having them fax signed documents back to us, but the process was still exasperating.”
Even when documents were signed in person, the process was far from perfect. Employees regularly spent at least 20 minutes going over each document to make sure each field was properly filled out and signed.