Business View Magazine Apr-2023

106 BUSINESS VIEW MAGAZINE VOLUME 10, ISSUE 4 Associates (FBINAA) Executive Director, Mark Robnett, Ronnie Carnahan, FBINAA Director of Strategic onsored by the Credit Union recently in Dallas, TX. Robnett: “Regarding the technological changes, the advancements that occurred – it was ten years of technical evolution in a year or two. We saw further adoption of digital paying during the pandemic, which was good for us because we had invested heavily in technology before it. We launched a new, robust, and resilient digital banking platform that helped us through the pandemic.” “The whole principle behind having this technology is to create a frictionless experience for our members. We’re not a huge bank with super deep pockets, but what we do try to do is think about this from a human perspective and a user experience perspective, and we try to give our members the best experience we can and as simple as we can. For example, remote deposit capture is a way that you can deposit a check on your phone without having to visit a branch. We also offered new consumer lending and account opening solutions.” “Technology is really important, specifically to the younger generation, although COVID pushed this to the older demographic. Those who had put off adopting, kind of leaned in during the pandemic. So, now we’re seeing some of our older members taking advantage of the technology we have. We saw great adoption of that during the pandemic and it hasn’t abated.” “So, on the technical front, that changed things for my people; we had to adjust to the technologies that we invested in. And as things pan out with improvements, we’re not going to go back. The behaviors that set in due to the pandemic are pretty much here to stay.” “And, in an indirect way, the supply chain issues have affected our members. Inflation is high so they’re spending more on the same goods and services. They’re a little less rich than during the pandemic when people were saving. There was also all the government support that was going on during that time. Our members are spending more, so we had to get better – find more efficient ways to serve them as their needs continue to evolve and we work our way, hopefully, through the last vestiges of the pandemic.”