What BECU Teaches Us About Modern Credit Union Branch Strategy
[Updated May 2025]
Even in a digital-first world, members still want the option to visit a branch—especially when they need advice, support, or help with big financial decisions.
That’s the big takeaway from a recent interview with BECU, one of the largest credit unions in the U.S., about how their branch strategy is evolving. While some financial institutions are closing locations, BECU is growing—and doing it in a smarter, more flexible way.
At Better Lobby, we believe their approach is a great example of what modern branch management can look like. Here’s what credit unions can learn.
Modern Credit Union Branch Strategy: Members Still Want In-Person Help
According to BECU, most members don’t come into the branch for simple transactions anymore. That’s what mobile apps are for. But when a member wants financial advice, help with a mortgage, or investment services, they still prefer to talk to a real person.
BECU branches aren’t built around tellers. Instead, they’re staffed with financial consultants who focus on higher-value conversations. Routine services are handled digitally, while the branch becomes a space for deeper member relationships.
✅ How Better Lobby helps:
Use appointment scheduling tools to match members with the right staff, whether they need loan guidance, retirement advice, or account help.
📅 Appointments Are Key
During the pandemic, BECU saw a 400% increase in member appointments. That trend hasn’t slowed down.
Members of all ages are booking time with staff for more complex needs—and they appreciate the ability to plan their visit instead of waiting in line.
✅ How Better Lobby helps:
With our mobile-friendly appointment booking, members can schedule in-person, phone, or video meetings—on their own time. Staff can prepare in advance using visit history tools to offer better service.
🏗️ Branches Still Matter—But They Must Evolve
Despite the rise in digital banking, BECU members are asking for more branches—not fewer. What they’re really asking for is access to great service when and where they need it.
This doesn’t mean going back to traditional teller windows. It means building branches that support consultative service, offer a welcoming experience, and use smart tools to manage flow and staffing.
✅ How Better Lobby helps:
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Use our self check-in kiosks or QR code check-in to reduce front desk congestion
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Let members join the queue online so their wait time starts before they arrive
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Display real-time queue info with Wall Display modules for transparency and fairness
Modern Credit Union Branch Strategy: Flexibility Is the Future
BECU shows that credit unions don’t have to choose between digital and in-person service. The real power comes from combining both—letting digital tools free up staff to focus on what matters most: building strong, personal relationships.
Better Lobby gives you everything you need to support this shift—from appointment booking and queue management to staff performance tracking and kiosk integration. If you’re looking to modernize your branch strategy while staying true to your member-first mission, we’re here to help.
BECU On The Changing Strategies For Credit Union Branches
How Better Lobby Modules Help Credit Union Members Every Step of the Way
Credit union members don’t want to waste time waiting in line or wondering who can help them. They want clear options, fast service, and real human support when they need it.
That’s where Better Lobby’s modules make a big difference.
Each part of the Better Lobby platform is designed to help members have a smooth, organized, and friendly experience—whether they’re visiting in person, calling in, or joining a video meeting.
Let’s break it down:
📅 Appointment Scheduling (Online & Staff-Side)
What it does:
Lets members book appointments online 24/7, or allows staff to book for them.
Why members love it:
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No more guessing when to come in
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They get to meet with the right person at a time that works for them
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It shows that your credit union values their time
🧍 Kiosk Check-In (Physical & QR Code)
What it does:
Members check in on a touchscreen or by scanning a QR code on their phone.
Why members love it:
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Fast and easy check-in process
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Reduces lines at the front desk
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Great for members who want a contactless experience
⌛ Online Queuing
What it does:
Lets members join a queue from home or their phone, before entering the branch.
Why members love it:
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Their travel time becomes their wait time
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They can time their visit to avoid long lines
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It’s like having a digital “take-a-number” system that works anywhere
🖥️ Wall Display
What it does:
Shows queue order and wait times on a screen inside the branch.
Why members love it:
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They can see where they are in line
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It prevents people from thinking someone “cut” in line
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Creates a more fair and transparent experience
🎥 Video Meeting Module
What it does:
Offers secure, scheduled video meetings between members and credit union staff.
Why members love it:
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Great for busy or remote members
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No need to come into a branch for questions or consultations
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Members still talk to a real person, just online
📊 Survey Trigger Module
What it does:
Sends surveys after a visit using your credit union’s survey software.
Why members love it:
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They feel heard and valued
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Feedback helps improve future service
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It gives members a voice
🧠 Member Visit History
What it does:
Tracks why a member visited, who helped them, and what was discussed.
Why members love it:
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They don’t have to repeat themselves every time
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Staff already knows their needs and history
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It makes every visit feel personal and professional
Final Thoughts: A Better Experience, Built-In
Every module in Better Lobby is built with one goal: make the credit union experience better for members.
Whether they’re walking into a branch, calling for advice, or meeting online, Better Lobby helps credit unions stay organized, responsive, and member-focused.
That’s Modern Credit Union Branch Strategy.
Want to learn how these tools work together to create a modern, friendly branch experience? We’re here to help.
The following section is the original post from December 2021. While some product names and screenshots may be outdated, we’ve kept it here for historical reference.
BECU, founded in 1935 by 18 Boeing employees, is one of many CUs across the country that has seen an advantage in opening branches; in fact, the Washington-based CU has built 16 new branches since 2016. Why does a CU with a high-tech membership base that heavily uses the CU’s digital channels insist on adding branches? Simply put: their members want them. BECU says that one popular member request coming through the CU’s Net Promoter Score is that they want more branches.
Key Takeaway: Even if your members love digital banking, branches still fulfill a huge demand for personal service and face to face contact.