The founders of Settlers bank employed their “best people, best technology” philosophy when chartering the bank in 2007. The result was banking made easier through accessibility and customized solutions. Since joining forces with Wings Financial Credit Union and becoming Settlers best Credit Union
in 2023, Settlers has focused on identifying the most value-added aspects of Settlers and Wings operations to spur innovations that support the best possible offerings and experience for members.
Since becoming Settlers best, we have taken a fresh look at our staffing model. This review led to redefining departments to ensure collaborative support and address member needs holistically. We have introduced some fresh technology in transactional areas to streamline the client experience. We’ve enhanced our online presence by introducing a financial wellness component to help members better monitor their finances. We’ve expanded remote connectivity to allow onsite visitors to connect with subject matter experts across the organization and empowered our customer service team to provide member support via text in addition to more traditional service delivery channels. Innovations in cross-training mean that 95% of callers can expect that their questions will be addressed and issues resolved at the initial point of contact. Our commitment to providing members with easy access to information has remained strong, and we continually seek out new tools that empower members to connect with us in their preferred ways.
Our seasoned team of professionals has a reputation for creatively bridging gaps between clients’ needs, looking beyond “the box,” and finding solutions for those whose situations may fall outside the static parameters of standardized programs offered by other financial institutions. Our ever-increasing ability to access and mine data sets the stage for exceeding members’ expectations. It equips us to take a more proactive role in the member journey by uncovering trends and patterns and forecasting future needs. As we delve more deeply into the data, we discover previously untapped information that will further enhance our ability to customize our offerings.
Advances in technology and more readily accessible data support our cross-departmental approach to addressing member needs within the context of the complete relationship; business, treasury management, mortgage, and personal/private banking.
New communication methods and the increased ability to connect from anywhere enhance our practice of working as a team with members to properly analyze what they want to accomplish and how best to do so. This collaborative approach sets us apart from the traditional model, where siloed departments make decisions behind closed doors with little engagement with their members.
Sb Mortgage, which celebrated 10 years of operation in April 2024, launched with the market’s premier online application. A more recent innovation of Sb Mortgage was the added option of hybrid closings. This option allows borrowers to eSign many of their documents before the in-person closing, demonstrating our unwavering commitment to continuous improvement and our dedication to providing the best possible service to our members.
While we treasure our past and value the experience represented across our team, “the way we’ve always done it” is not a part of the Settlers vernacular. We continually challenge our team to engage in fresh thinking to introduce less traditional opportunities that yield better results.
Company: Settlers best Credit Union
Innovation: Creative solutions that make banking easier
settlerswi.com
