[Updated September 2025]
Speaking to a financial expert face-to-face has always been one of the most important moments in a member’s financial journey. Whether it’s applying for a mortgage, financing an auto loan, or making a big investment decision, members want advice they can trust. Traditionally, that meant coming into a branch during business hours and sitting across the desk from a staff member.
But times are changing. Video banking is quickly becoming a standard service—not a futuristic perk. Barclays in the UK made headlines years ago for rolling out video banking platforms that let customers connect with banking experts right from their mobile device or desktop. Coutts, a private bank, went even further, piloting a system that lets customers invite multiple advisors or even external professionals into the same video session. These examples showed early on what was possible: combining digital convenience with the personal connection members value most.
The Shift to Member-Controlled Convenience
Members today expect flexibility. They want the reassurance of a real conversation, but they don’t want to be restricted by branch hours or physical location. Video appointments make it possible for someone to talk to a mortgage specialist during their lunch break, or for a small business owner to connect with a credit union advisor without leaving their office.
Better Lobby takes this concept and brings it directly into the credit union world with its Video Appointment Module. Instead of relying on third-party apps or clunky plug-ins, the video experience is built right into the appointment system. Members can book an in-branch, phone, or video appointment using the same interface. For staff, it’s seamless: scheduling, notifications, and service tracking all happen in one place.
How Better Lobby Video Appointments Work
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Scheduled Video Meetings: Members book a time online, through the branch, or via call center, just like a regular appointment—but meet virtually.
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Branch-to-Branch Video: A member in one location can connect to an expert in another branch, removing the need to have specialists everywhere.
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On-Demand Video Meetings: Members join a virtual lobby and connect with staff when available—ideal for quick needs that don’t require travel.
This flexibility helps credit unions scale expertise. Instead of staffing every branch with a mortgage or investment specialist, one expert can serve multiple locations through video. That not only improves access for members but also makes staffing more efficient.
Why It Matters for Credit Unions
Credit unions compete on relationships. Members expect personal service, but they also expect convenience. Video banking bridges those expectations, giving them both. It’s also a powerful way to reach younger members who are comfortable with video calls but still want human advice when making financial decisions.
And here’s the bigger picture: Better Lobby’s video features don’t stand alone. They integrate with appointments, lobby management, kiosks, and online queues. That means the entire member journey—from booking to check-in to meeting—flows together smoothly, whether it happens in person, on screen, or both.
Key Takeaway
Video banking is no longer optional—it’s essential. Members want the trust of a face-to-face meeting and the flexibility of digital channels. With Better Lobby’s integrated Video Appointment Module, credit unions can deliver both: building stronger relationships, reaching more members, and competing effectively in a world where convenience rules.
Branches plus video = the future of member service.
The following section is the original post from Febuary 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference.
Speaking to a financial expert face-to-face is an essential step in any member’s financial life, particularly when it relates to high value services and big financial decisions such as mortgages and auto loans. Video conferencing is growing in credit union branches and some FIs are even taking it to another level and allowing consumers to arrange meetings via their PCs or mobile devices. Case in point: Barclays Video Banking in the UK follows on from the success of video technology available in a number of UK branches by rolling out of face-to-face video platforms to connect customers to banking experts from their mobile or desktop.
Key Takeaway: Video banking gives members the chance to combine the confidence they get from a face-to-face meeting with the convenience of scheduling and holding those meetings on their own terms.