First-of-its-kind banking initiative to help customers navigate new technologies
The Cooperative Bank of Cape Cod has launched a new program to help customers navigate technologies in online and mobile banking. The “Tech Ambassador” initiative brings hands-on help to customers on their own devices, integrating technology and face-to-face support.
Each of The Coop’s nine branches now has designated Tech Ambassadors, whose role is to assist customers with online and mobile banking. Customers can bring their laptops, smartphones or tablets into a branch for assistance with setting up online banking, resetting passwords, paying bills online, depositing checks with a smartphone, using The Coop’s app, and general troubleshooting.
All branches are also equipped with Wi-Fi, allowing customers to bring in all devices, including those without data plans. Additionally, The Coop has installed computer stations and iPads in all branch lobbies for customers to utilize.
“We understand that technology moves at a lightening pace and it can be frustrating trying to keep up,” said Lisa Oliver, President and CEO of The Cooperative Bank of Cape Cod. “We wanted to provide more than just phone support. We wanted to provide personal, hands-on help from real people. Online and mobile banking has tremendous benefits, but getting started or troubleshooting problems can be a challenge. Our customers can rely on us to help them bank online wherever and whenever they like.”
The initial ambassador team includes nine employees, though The Coop has plans to expand this core of highly trained employees throughout the organization. They include Ceara Andrade (Marstons Mills), Robert Brackett (West Barnstable), Madison Cheverie (Hyannis), Jen Deutsch (East Harwich), Rachel Freitas (Falmouth), Randi Moore (East Dennis), Cortney Oslund (Sandwich), Johanna Piselli (Yarmouth Port) and Krystal Solimine (North Falmouth).
“Seeing how happy customers are when we sort out their tech problems is the most rewarding part of being a Tech Ambassador. When they leave with everything working correctly, that’s the best feeling for me,” said Rob Brackett, Tech Ambassador at the West Barnstable Branch.