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The reliable branch

first_img 23SHARESShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblr,Chad Davis Chad Davis is Industry Sr Solutions Marketing Manger, F5 Networks, which is the leader in app security and multi-cloud management. He can be reached at c.davis@f5.com. Web: https://www.f5.com Details Personalized member service has always been a top priority of credit unions. Although that mentality still reigns true, modern-day customer service has evolved and employees are looking into different ways of helping their members.These days, members are looking for more than just familiar face from their financial services providers. They require a wider range of products and services, a full array of delivery channel options, and account access whenever and wherever they want it. On top of that, members continue to appreciate traditional, old-fashioned personal service. This is especially true of consumers more inclined to take their business to a financial institution that claims to be different from its competitors. If a credit union promises to put members first, the frontline service it provides should clearly demonstrate that commitment.What do credit unions need to do to satisfy their members by successfully creating the amalgam of modern-day banking and individualized attention? Several timeless aspects of one-to-one personal service, combined with technological tools for branch management, can help target the types of transactions and guidance members are seeking so the financial professionals staffing each branch can anticipate and deliver on those needs.Different members, different branch. Branches tend to reflect the character of their surroundings and, in general, the types of members who choose those locations. Branches in family-friendly neighborhoods serve different needs than a branch with a prime spot in a business park. And neither serves the same type of members as the office within walking distance of residential developments that cater to active seniors.A demographic survey can sketch in the outlines of the types of services a branch can expect to be in demand in its market area. Using data from the core processing system and lobby tracker software can supply more detailed information about members’ requests for service so frontline employees can be trained and scheduled to be on hand and fully prepared to deliver the services members expect when they walk through the door.Make business personal. Members want to be treated like people, not account numbers. Lobby tracking software invites members to sign in and state their business. Access to this information up-front facilitates queuing and gives financial professionals the information they need to greet members promptly and personally.Keep it short and sweet. On the other hand, overscheduling staff results in employees standing around idly when branch usage is low and can increase costs for credit unions. By monitoring branch traffic, they can more effectively schedule full- and part-time employees to be on hand during periods of peak demand.The 2017 FMSI Teller Line Study, which analyzed patterns in more than 16 million branch transactions at  credit unions across the country, found that mornings are generally less busy than lunch hours and afternoons. Credit unions can combine core processing data with information from lobby tracker software to conduct individual branch analyses of types and volumes of transactions to better align scheduling with members’ banking habits.Try using this friendly greeting: “I’ve got everything ready for you.” For the most part, the technology supports discussed thus far to improve branch service delivery operate in the background, but one new automated tool is designed to connect directly with members. Busy people appreciate the benefits of appointment-scheduling software as it ensures that their time spent in the branch is being used efficiently and effectively—no waiting when they arrive and any preparation, such as having the right forms and documents lined up, completed in advance. Appointment apps also supply useful data for branch managers to track what types of transactions and guidance members are seeking.There’s more to service delivery than service. Staff scheduling software can help credit unions reduce idle time among branch employees and identify blocks of time where secondary duties, such as outbound sales calls, can be assigned with the aim of enhancing revenue production.The teller line study quantifies the impact of smarter scheduling and other strategies to improve branch efficiency on teller productivity and labor costs. According to that analysis, tellers working for FMSI’s top 10 clients, based on productivity measurements, handled an average 20.3 transactions per hour, compared to the 13.1 average for all credit unions included in the study. Labor costs per transaction for top performers averaged 94 cents, compared to $1.30 for all credit unions.Fully understanding members and their banking preferences and their habits —what brings them to a branch and when and where they prefer to conduct these transactions—can help credit unions personalize customer interactions, reduce wait time, and schedule staff more efficiently. While technology has pushed members to redefine high-quality service, it can also help deliver on those expectations branch by branch.last_img read more

Lakers receive permission from Golden State to interview Luke Walton

first_imgWalton quickly became an attractive option for a few reasons. He has strong ties with the Lakers as a former reserve (2004-12). Walton also guided the defending NBA champion Warriors to a 39-4 record this season as interim coach while head coach Steve Kerr recovered from offseason back surgery. During the 2011 NBA lockout, Walton also served as an assistant coach at the University of Memphis. Once his 10-year NBA career ended after the 2012-13 season with the Cleveland Cavaliers, Walton became a player development coach for the Lakers’ Development League affiliate, the D-Fenders. That soon parlayed into a position as an assistant coach with the Warriors once Kerr became the head coach in 2014-15. Newsroom GuidelinesNews TipsContact UsReport an Error The Lakers are completing the beginning steps of their coaching search by pursuing someone both familiar by name and intriguing by potential.The Golden State Warriors have granted the Lakers permission to interview assistant Luke Walton on Wednesday once their first-round series ends against the Houston Rockets. Later that evening, the Warriors accomplished just that. That makes Walton’s schedule relatively more flexible before Golden State faces the winner of the Clippers-Portland first-round series. With Portland leading that series 3-2, the Warriors would face the Trail Blazers on Sunday if they close out their series in Game 6 on Friday. If the Clippers force a Game 7 on Sunday, the Warriors would face the winner on May 3. Golden State generally allows its assistants to interview for head-coaching positions even before the NBA playoffs end so long as it does not interfere with their current job. For example, the New Orleans Pelicans were granted permission to interview former Warriors assistant Alvin Gentry in mid May last year before the Warriors’ eventual title run. last_img read more

Pacers offseason preview: Free agency could shake up Indiana’s roster

first_imgHe’s got some talent, but if the Pacers bring back Young and make no moves on Sabonis or Turner, it’ll be tough for Leaf to find a consistent role with this team.Wait till next year: The Pacers will get Oladipo back, and it might take some time for him to get comfortable trusting his body. But once he returns to full capacity, this will again be an exciting team that belongs with, or at least near, the top contenders in the East.How seriously they can be taken as contenders depends largely on how their free-agency situations turn out this summer. Indiana has difficult decisions ahead, but if the Pacers fill the roles around Oladipo wisely, they can be a 50-win team next season. Big issue 1: Whatever happens with the Pacers in terms of personnel changes, the near future hinges on Victor Oladipo recovering from the torn quad tendon he suffered in January. He’s been making progress and posted an Instagram video in late March showing him walking without a brace. There is some confidence he can return to the floor in time for the start of next season.That’s a necessity. Oladipo suffered with a sore knee early in the season and played only 36 games this season, never quite getting into his usual groove, averaging 18.8 points on 42.3 percent shooting (down from 23.1 points on 47.7 percent shooting). Even with that reduced production, the Pacers were 25-11 when he played and 23-23 without him. In clutch situations, without Oladipo, the Pacers simply had no shot creation. Before his injury, Indiana was the top NBA team in clutch-situation efficiency (score within five points with five minutes or fewer to play), with a net rating of plus-29.5. After his injury, they were 21st, at minus-7.3.That showed up in the playoff sweep to the Celtics, with three games featuring clutch situations. The Pacers lost all three, with a net rating of minus-74.4. Godspeed, Victor.OFFSEASON PREVIEWS:Lakers | Knicks | Bulls | Pelicans | MavericksBig issue 2: The Pacers’ two most promising players beyond Oladipo are center Myles Turner and Domantas Sabonis, who also happens to be a center. At an NBA moment when small lineups are must-haves, having your No. 2 and 3 players both occupy the 5-spot is tricky business.The Pacers got around that by using Sabonis as a sixth man, limiting the time he spent on the floor with Turner. But Sabonis was excellent this year, averaging 14.1 points, 9.3 rebounds and 2.9 assists while shooting 59.0 percent from the field.Turner (13.3 points, 7.2 rebounds, a league-best 2.7 blocks) was very good as well and has developed into a top-tier rim protector while making 38.8 percent of his 3-point shots. Turner signed a contract extension last year that will pay him $72 million over four years, starting next season.Sabonis is eligible for a similar extension this summer, and if a deal is not reached, he could be a restricted free agent next year.The Pacers have a few choices, then. They can anticipate the problem and trade either Turner or Sabonis this summer. They could give the two a chance at coexisting next season and, if the experiment fails, look to make a trade — of either Turner or Sabonis — at the deadline. Or they could keep Sabonis in his sixth-man role.Each choice has its benefits and risks. But the Pacers have two very talented young players and need to figure out how to maximize them.Free-agent outlook: Four of the players in the starting five for the Pacers in the playoffs will be free agents this summer — Thad Young, Bojan Bogdanovic, Darren Collison and Oladipo’s fill-in, Wes Matthews. Their seventh and eighth men, Cory Joseph and Tyreke Evans, are also free agents.That’s six major free agents on the market for Indiana. Oladipo, Turner and Sabonis are the only regulars under contract for next year.That’s a pretty good trio, and it would make sense for the Pacers to seek out a max-level free agent to lure to Indiana. But for guys like Kevin Durant, Jimmy Butler, Kyrie Irving and Kawhi Leonard, the Pacers just do not figure to be major players.So which players will we be back? The Pacers could keep one of Matthews or Evans at a reasonable price. Neither was exceptional in Indiana, but they’re decent veteran pieces. Certainly, the Pacers don’t need both and could look to fill the bench-scorer’s role with someone else entirely.The Pacers will also have decisions to make at point guard. There was a sense that Aaron Holiday would take over the starting role by the end of the season, but he was not ready for the job, and Collison played very well. Cory Joseph is a so-so backup option.Collison turns 32 this summer, but his performance warrants a decent contract, and perhaps even a starting role somewhere. How much would Indiana be willing to commit to him, knowing that the team wants to transition to Holiday? And would Collison be willing to accept a role that is built around that transition?  NBA PLAYOFFS 2019:Full schedule | Picks from first round to FinalsOr do the Pacers take a swing at a local guy who will be on the move this summer — Memphis’ Mike Conley? Conley started at Lawrence North High School and could be had for minimal return. But the Pacers would have to take on the remaining two years and $67 million of his contract, a tough pill to swallow for a guy who has had injury issues.The two forward spots will present the Pacers with their biggest challenge. Both Young and Bogdanovic have been critical parts of the Pacers’ rise the past two seasons, with Young as the gritty glue guy and Bogdanovic as the X-factor wing scorer who complements Oladipo.But both are 30. Young can probably be had at a reasonable price, and it would be a surprise if the Pacers let him walk. Even if starting Sabonis means moving Young to the bench, he is still a terrific role player.Bogdanovic, though, had a career year, averaging 18.0 points on 49.7 percent shooting, making 42.5 percent of his 3s. He will be a commodity on the market this summer, especially for those teams flush with cap space who miss out on the top free agents.He could get an overpay offer in the three-year, $70 million range, and it’s hard to imagine the Pacers doling out that kind of money for a 30-year-old whose best season happened to come ahead of free agency.Much will depend on the market, of course. The Pacers won’t bring back all six free agents. Two or three should return, which might give some opportunities to the team’s younger guys.The young folks: We’ve covered the Sabonis-Turner dilemma, and both will be 23 to start next season. There’s some youth to be excited about there.Holiday averaged 5.9 points and 1.7 assists in 12.9 minutes this season, getting erratic playing time. His name came up in trade rumors in February, and though the Pacers were never close to moving him, the rumors were a reflection on how other teams valued him.But coach Nate McMillan was trying to maximize this season for the Pacers, and that meant Holiday just didn’t see the floor much. He played 20-plus minutes only 14 times this year. It’s an open question as to whether that was just McMillan being typically tough on a rookie or if he saw something he didn’t like from Holiday.MORE: McMillan says Pacers could “look different next season”It’s a safe bet Holliday will get a chance at the starting job next season, unless the team does pursue a top-line point guard like Conley.The Pacers also got some decent signs from second-year forward T.J. Leaf, though it’s difficult to say what, exactly, Leaf will be as an NBA player. He entered the league as a stretch-4, having made 46.6 percent of his 3s in one year at UCLA, but here in his second NBA year, the Pacers wanted him to focus on his post-up game — 31 percent of his shots were 3s as a rookie, but only 17 percent in Year 2.last_img read more