*(Riverside, Calif.) March 12, 2018 *- Altura Credit Union revamped its online banking, bill pay and mobile banking platforms recently to make the platforms more secure, and expand functionality to give members more self-service and other tools. The upgrades are already paying off. Launched in the fourth quarter of 2017, user ratings for the mobile app have jumped from 2.5 to 4.7 stars.
The upgrades were designed to address multiple issues and improve Member service within these banking platforms, and were months in the planning.
“Our Members use mobile and online banking 10 times more often than our branches, so it makes sense for Altura to devote resources to these upgrades,” said Sevan Yakinian, vice president, Member Services, Altura Credit Union, who led the conversion team. “And we expect these services, particularly mobile banking, to continue to grow in the future.” Yakinian reports than 70 percent of Altura’s digital banking Members are mobile users.
“The previous systems were from two different vendors. The app needed more security and functionality, and there was little consistency between the platforms. The mobile app look was dated and clunky to use. Plus, Members told us we were behind the times,” said Yakinian.
“We were looking to create a big win for our Members,” Yakinian said. “It wasn’t just about a conversion of our existing services, but also laying the groundwork for what we can offer going forward. We want this to be dynamic and to keep pace with Member expectations,” he added.
Built into the conversion was an emphasis on making it Member-friendly, especially for mobile users. Bill pay users, however, did experience some inconvenience, as a cut-off of bill pay services was necessary prior to the conversion. Altura used multiple avenues to inform Members of the upcoming conversion via its website, emails and social media.
“Our two systems now look the same and have added features and functions. We gave members more self-service tools and the ability to securely message us interactively from within the app instead of sending us an email. In this way, Member Services staff can assist Members in real time,” explained Yakinian.
The more secure mobile app now allows Members to make electronic transfers to other financial institutions and view statements. A new feature also supports Members in setting specific savings goals. They can upload a photo tied to the goal and the app will send regular reminders to keep them on track.
Additionally, both the online and mobile platforms now offer financial news, financial tips and Altura news. “This is an effective way for us to communicate important information to our Members,” said Yakinian. “Mobile users tend to use the desktop platform infrequently, and some online users bookmark the log-in page and never see the rest of our website. This feature lets our Members see what Altura is doing in the community while also offering tips for financial success.”
To assist with this conversion process, Altura selected Alkami Technologies (pronounced alchemy) based in Plano, TX, that specializes in digital banking solutions.
“Our decision to use Alkami was about more than just this conversion. This company is agile and wants to push the needle. We want to continue to expand what we provide our Members in digital banking platforms and believe Alkami can assist us in achieving that goal. We are already testing new functions that we hope to roll out later this year,” Yakinian pointed out. “Member feedback has been very positive.”
Based in the Inland Empire for 60 years, Altura Credit Union serves more than 121,000 Members, has $1.278 billion in total assets and operates 13 branch offices in Riverside County. Membership is open to anyone who lives, works, worships or attends school in Riverside and San Diego counties; selected cities in San Bernardino and Orange counties; as well as U.S. Military, U.S. Government and Civilian employees working at March Air Reserve Base in Riverside County; and retirees of the United States Armed Forces. For more information on Altura, visit www.alturacu.com, or call 1-888-883-7228.