Let the robots automate. Let the humans serve.
How a New Jersey credit union uses new tools to automate old jobs and free up staff to serve members better.
Affinity Federal Credit Union($3.4B, Basking Ridge, NJ) is using robots to complete routine processes and free-up time for contact center and branch staff. In turn, those employees are focusing on providing the human touch for the member experience.
The New Jersey cooperative is using robotic process automation(RPA) techniques to power two processes called SARA and AURA, which automate account opening and member address changes, respectively. Business transformation officer Charlie White and workforce manager Marc Conover are helping lead the effort, which fits nicely with the tech-savvy credit union’s other innovations underway in areas such as business analytics, machine learning, and artificial intelligence.
Here, White and Conover discuss RPA and how Affinity FCU uses it in service of the member experience.
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