Tech Ambassadors at The Cooperative Bank of Cape Cod include (left to right) Ceara Andrade, Rob Brackett, Johanna Piselli, Randi Moore, Jen Deutsch, Madison Cheverie, and Cortney Oslund.
As more customers started using online and mobile technology, The Cooperative Bank of Cape Cod wanted a program to help customers, especially those within the region’s older population, to become more comfortable with the technology.
“We’ve seen more people coming in with interest in online banking but not knowing how to begin that process,” Lisa Oliver, The Coop’s president and CEO, told Banker & Tradesman.
To help bridge the technology gap for Cape Cod’s retirees and other customers, The Coop has launched its Tech Ambassador Program to offer customers one-on-one support in navigating online and mobile banking on their own devices.
Customers can bring laptops, smartphones and tablets into any of The Coop’s nine branches and meet with a tech ambassador to set up online banking, reset passwords, pay bills online, deposit checks with a smartphone, use The Coop’s app and troubleshoot other issues. The Coop has also added computer stations and iPads in all branch lobbies for customers to use.
While customers can still call the bank for assistance, Oliver said walking through technology questions over the phone can be challenging. Having a formal program in each branch might encourage customers to come in for coaching instead. Oliver added that the program could encourage even more customers to adopt online and mobile banking.
Another benefit is giving younger employees opportunities to share their knowledge with older generations, Oliver said.
“It’s been a fun thing to see our younger people taking information that they’re ahead of the curve on and sharing it with older generations,” Oliver said. “That’s been a nice outcome, too.”
More tech ambassadors are expected to be added in the future. Current ambassadors include Ceara Andrade (Marstons Mills branch), Rob Brackett (West Barnstable branch), Madison Cheverie (Hyannis branch), Jen Deutsch (East Harwich branch), Rachel Freitas (Falmouth branch), Randi Moore (East Dennis branch), Cortney Oslund (Sandwich branch), Johanna Piselli (Yarmouth Port branch) and Krystal Solimine (North Falmouth branch).
“Seeing how happy customers are when we sort out their tech problems is the most rewarding part of being a tech ambassador,” Brackett, the West Barnstable branch ambassador, said in a statement. “When they leave with everything working correctly, that’s the best feeling for me.”
The Coop is also holding Device Advice Sessions with tech ambassadors on Nov. 19 and 20 at all nine branches.
