Quick Mobile Turnaround

Sponsored by Fiserv

To enable comprehensive functionality and remain competitive, $2.3 billion/139,547-member NavyArmy Community Credit Union, Corpus Christi, Texas, faced a critical need: replacement of its mobile banking provider. The issue came to a head when, after a simple software update provided by a well-known mobile phone manufacturer, every one of the credit union’s members using that affected phone was unable to access the NavyArmy Community CU mobile banking channel.

Calling the previous provider’s inability to keep up with quickly evolving mobile technology a “huge reputation risk,” the CU sought a mobile banking solution that would improve uptime and reliability.

NavyArmy Community CU, which uses the DataSafe® account processing platform, selected Mobiliti to provide greater functionality, including bill-pay and Popmoney® person-to-person payments, as well as an improved member experience. Members now can track the status of their mobile deposits and have just one user name and password for online and mobile banking, which provides a more consistent member experience.

Due to a hard deconversion date from the previous vendor, NavyArmy Community CU had a very structured timeline for its Mobiliti implementation. Fiserv was able to meet the expedited timeline without any concerns.

Impressive Results

The results of NavyArmy Community CU’s Mobiliti implementation have been impressive. By the one-year mark, the credit union had posted a 20 percent increase in mobile banking adoption. Members quickly began using the solution’s mobile image capture feature, with mobile deposits tripling in the first year.

Bill-pay and Popmoney – now available in the mobile app – have also been widely used by members, and more members are now enrolled in online banking than before the implementation. Integration with Fiserv solutions for bill-pay, person-to-person payments and mobile deposit provides a more consistent member experience.

Conversion to Mobiliti has also increased efficiency for the credit union’s staff. With one set of login credentials to manage, staff members are able to more quickly reset passwords and troubleshoot login issues. Mobiliti provides the ability to manage deposit limits on a dynamic basis – setting higher limits based on members’ needs and criteria. In addition, staff can easily track the status of mobile deposits.

Unlike many financial institutions facing increasingly empty lobbies in the digital age, NavyArmy Community CU branches are typically full to overflowing. Moving as many transactions to digital channels, including mobile banking, is key to alleviating some of its branch traffic.

“While some of our members have proved to be early adopters of technology, many live paycheck to paycheck and, by necessity, perform a lot of transactions,” says Dana Sisk, NavyArmy Community CU chief operations officer. “We want to give them plenty of options for making deposits, transferring funds, paying bills and making payments with their smartphone.”

Importance of Mobile Banking

NavyArmy Community CU no longer views providing a feature-rich mobile banking experience as optional. “Mobile technology is changing rapidly,” says Clare Fowler, VP/remote operations for the credit union. “Nearly all of your members have cell phones. If your app isn’t on their phones’ home screens, someone else will be.”

For more information about Corillian Online or other Fiserv digital banking solutions, call 800.872.7882, email getsolutions@fiserv.com or visit www.fiserv.com.