INDIANAPOLIS, IN (March 17, 2025) |
Financial Center is transforming the way it serves non-English-speaking members by launching Traduality’s Fire Lingo Tablets across its eight branch locations. This groundbreaking technology provides real-time AI-powered translations, ensuring every member can bank with confidence and clarity, regardless of their primary language.
Building on its commitment to inclusivity in banking, Financial Center partnered with Bloomington, Indiana-based Traduality, becoming the first credit union in the U.S. to test and deploy this technology. The successful pilot program at the Lawrence branch, one of Financial Center’s busiest and most diverse locations, demonstrated how the Fire Lingo Tablets create more authentic and personalized member interactions, enabling Financial Center’s staff to engage with members naturally, without language barriers disrupting the in-branch experience.
Rather than relying on written translations, using a third-party phone translator, or waiting for a bilingual employee, the tablets provide real-time two-way conversation translations currently in Spanish, Haitian Creole, Chinese, Korean, and French with additional language adaptations on Traduality’s roadmap.
“Financial Center is committed to creating better, faster, easier banking experiences for all and using cutting-edge fintech partners like Traduality to do that,” said Dusty Simmons, EVP of Strategic
Operations. “Instead of typing messages back and forth or taking a staff member out of their regular responsibilities to help translate, the Tablets allow our staff to speak freely, paying attention to facial expressions and body language to ensure our members are comfortable and truly understanding the financial conversations we’re having.”
Members who have used the Fire Lingo Tablets firsthand have already seen a difference. Zulay Fernandez, a credit union member, shared her experience: “It was nice because using the Tablet made it easier for me to communicate with the staff. I felt really good knowing that I could understand everything they were saying to me.”
Branch employees also recognize the impact of this new tool. Brian McKinney, Branch Manager of the Lawrence location, noted how the technology makes their service more efficient: “Now, we don’t have to make a member wait while we track down a translator. If they’re hesitant at first, I show them how simple it is to use, and they immediately feel more at ease. It makes all the difference in making sure every member gets the attention they deserve without delays.”
Laura Mirabal, International Community Development Officer, highlighted the broader impact: “Traduality’s tool is such an important addition for us, allowing our international members to receive clear, accurate, and culturally-appropriate financial advice. It allows them to confidently ask questions, understand rates, fees, and terms, and communicate their needs to us without hesitation.”
Financial Center’s commitment to inclusive banking goes beyond branch interactions. Traduality’s solutions extend into the creation of multilingual marketing materials, translated forms and documents, and the ability to have real-time translations on mobile devices at community events and activations.
“Traduality's Fire Lingo technology helps highly-regulated institutions take strategic steps toward proactive inclusivity,” said Diego Achio, CEO of Traduality. “Our goal is to make credit unions more effective at serving and bringing in non-English-speaking members while empowering both employees and members to engage meaningfully. Financial Center’s leadership in adopting this technology is a testament to their commitment to their diverse community.”
In early 2025, Financial Center rolled out this technology to members in all of its locations. Additionally, plans are in motion to integrate Traduality’s AI-powered language capabilities into Financial Center’s call center, providing an enhanced experience for members seeking phone support.
“I’ve told my family and friends they can go to Financial Center with confidence,” shared member Valerie Villanueva. “With these tablets, they can clarify all their doubts. They are quick and accurate in translating and answering all questions.”
Financial Center remains dedicated to removing barriers, embracing innovation, and creating a more inclusive financial community through this partnership – and beyond.
