MECHANICSBURG, Penn.–Members 1st FCU here has introduced a new personal service for members called “My Concierge.”
The service provides access to a dedicated team to help members and prospective members with all aspects of their financial needs, ranging from accounts and loans, to lines of credit, future retirement planning, insurance, and numerous other consumer and commercial products – but with an on demand, “at your service” approach, according to the Pennsylvania CU Association, which first reported the rollout.
“Concierge, by definition, is someone who assists with different tasks and provides special, personal, and attentive service,” said Mike Wilson, chief marketing officer and chief relationship officer at Members 1st, was quoted by the PCUA as saying, “People are very busy these days and navigating financial services can be an overwhelming experience. Finding time to learn about and make an informed decision is also a challenge. Our concierge service combines convenience, expertise, guidance, and personalization to provide a VIP experience for everyone we meet, because we can come to members at a time and place convenient to them.”
A Market Differentiator
According to the credit union, as a market differentiator, the Members 1st “My Concierge” experience provides members with a dedicated, personal, single point of contact – a real person – to help guide them through the multitude of products and services that align with their unique needs.
“A key component of the concierge program is its consultative approach,” the PCUA said. “This helps take the burden off the member in trying to figure out what products make sense to them, or in finding time to ask questions or gather information. As technological advances automate more transactional services, the future of how people do business with their financial institution is rapidly transforming. As a customer’s or member’s financial journey becomes more digitized, innovation in technology and artificial intelligence can influence the overall service experience.”