LEWES — The largest federal credit union in the First State is moving into the technology-driven era with a new branch in Lewes and a continued focus on the statewide community which drives its success.
Del-One Federal Credit Union Chief Banking Officer John Chartrand told the Delaware Business Times that the organization is in the process of “evolving the experience” for customers finding their way into its branches across the state, including its newest location in Lewes.
The organization’s 12th branch is a modern branch style, he added, complete with a traditionally-stationed drive-thru ATM featuring a live teller situated outside the branch and a smart ATM inside the branch lobby, both of which can now accommodate more transactions than simply dispensing money from one’s account.
“The live teller machine helps create a more consistent experience because that teller is actually in Dover,” he said.
Live tellers, or machines that resemble ATMs and use video chat to assist customers with some tasks like withdrawals or taking out a loan, have been slowly rising in adoption across the country as banking institutions look to diversify options and serve customers through extended hours.
A small number of financial institutions in Delaware have live tellers, including Bank of America’s Advanced Center in Newark and Tidemark Federal Credit Union. Del-One will be leaning into the service with its latest branch, along with other branches already equipped with the technology.
Beyond live tellers, Del-One’s new Lewes branch features a smaller, “teller pod” area where one of four onsite bank staffers, including the branch manager, assistant branch manager and two member service representatives, can be found answering questions or helping with other banking needs. It also includes a security area with the vault, office space, a break room for employees and a “quiet room” used as a space for clients or Del-One teammates who may be nursing, overwhelmed or even grieving the loss of a loved one while having to handle banking affairs.
To add to options available to Del-One customers, the evolving banking institution has also doubled down on bilingual tellers, growing from just about 5% of all team members to about 20%.
Del-One President and CEO Dan McCarthy said the driving force behind the move to a more modern and inclusive banking style is simple – family.
“We treat our members as family. The difference between the credit union and banks is that banks have shareholders and customers. Our customers are our shareholders, so they are members. So, we wanted this to be home. We want to create a better experience when folks come into the branches,” he told DBT. “We’re still working on it. It takes one to three years to make a cultural move and we’re still in the midst of it.”
McCarthy said the mentality of “being kind and connected to the community” is what continues to help Del-One thrive, topping other banking institutions along the way with innovative practices fit for every customer, along with a goal of building Del-One locations within 15 minutes of almost every Delawarean across the state.
The installation of its 12th branch means that Del-One now has four branches in each county with Dagsboro, Georgetown, Seaford and now Lewes listed as its Sussex County locations.
“And everybody who works for Del-One comes to work in Delaware everyday. 98% of our teammates live in Delaware. The ones who don’t live in Maryland or PA, or right over the border in New Jersey. Nothing is outsourced so we are Delaware. That’s the difference. We’re the only financial institution, bank or credit union that is doubling down in Delaware and growing and that’s it. Nobody else is building branches like they are,” he said, adding that JPMorgan Chase was the exception as it recently opened its first branch in Kent County.
Over the years, Del-One has grown to include a variety of banking products, including home equity loans, commercial loans and a new rainy day savings fund uniquely equipped to give customers more interest with less savings built up, as well as an AI-driven customer-engagement tool named Breezy, the name of a board member who passed away recently who was dedicated to Del-One members.
“Sometimes there’s a stigma we don’t have everything,” McCarthy said. “And anybody can join Del-One, but sometimes people think I have to have something special and we do have relationships with employers and locations in terms of geography. . . but to say they can’t join, that’s just not correct. . . In fact, anybody can join our Foundation and that allows them to join Del-One and that’s unique and probably one of the things that makes Del-One so special versus our competitors. People say what’s the difference between a credit union and a bank – a credit union is just way better and it cares about you and it has better rates on both sides.”
The Lewes branch opened Oct. 15 and will host a grand opening and ribbon cutting event on Dec. 6 from 11 to 1 p.m.
