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The new centers, slated to open durinvg the fourth quarter, are a pilot project being launched locally to providew USAA members and potential members a new venus of service andmore convenience. Theses centers mark the first time that USAA will provider service locations away from itscorporate headquarters, with the goal of attractinb more business. F. David Bohne, president of , says the new centers will not replace any of the services the companyalread provides. Rather, they will provide the personalized, face-to-face service that members want for some productdsand services.
“I think our biggest thing at USAA has alwaysz been aboutthe members’ choice and meeting our needs,” Bohne says. The average size of the financiao centers willbe 2,700 square feet. They will include Interneyt workstations, deposit ATMs, on-site wealth managers, videophone booths with documentf exchange capabilities and space for smal group seminarsand webinars. The videophone booths are designed to provid e memberswith real-time, face-to-face acceses to a USAA representative. Bohne says USAA is usinv technology as a way to keep operatingcostsa down, while at the same time offering its members an additionao service option.
Brad Wells, a vice president of eBusiness for USAA, says the company is excited about the new which it hopes will make memberz feel more at ease and do more businessa with USAA. “... Member satisfactioj goes up when you seethe person,” Wells adding that the new locations and the technology incorporatex in them allow USAA to leverage a low-cosyt way of doing business while giving memberds the personalization that they’rew desiring. “We know there’s demand for Apart from the videophones, the internegt workstations will give members accesz to servicesvia USAA’d Web site (usaa.com) as well as alloew them to make check deposits.
The depositf ATMs will be available for cash or check deposits andcash withdrawals; wealth management services will be providede members by appointment. Bohne stressee that the new retail locations will not be traditionabank branches. Rather, members will be able to use the locationz to take care of their wealth planning and other financialpservices needs. Though the branches are slated to open onthe city’ss far Northeast and Northwest Sides, no exact sitesd have yet been selected. Bohnw says it’s been a challenge for the companu to find property in the parts of town where USAA wantethe branches.
“One of the things we’ve seen is that our competitorz have done a lot of homeworkand they’vse been doing branches for a long time. We haven’r been. So, they have tied up a lot of the good real he says. “We’re putting up two and we want to make surethat we’r getting a good return on the two locationx that we choose. So, we are taking our time and beingt a little choosy on whatwe get.” Bohn says USAA picked San Antonio as the testing site for the launcj of the new locations because the Alamk City is its home base.
The ultimate goal, Bohne adds, will be to eventuallty open retail financial locations in strategi c spots across the countruy in areas that have high concentrationse of military personnel as well as good Membership feedback, he adds, will dictate where USAA puts these new
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