88% Digital with Zero Silos: Belco's Omnichannel Playbook

Most financial institutions talk about omnichannel. Belco Community Credit Union built it. With 88% of members active in digital banking and a 4.8-rated mobile app, Belco has achieved what many credit unions are still striving for: a seamless member experience where branch, contact center, and digital services function as one. But the real story isn’t the numbers. It’s the strategic alignment behind them. In this episode of FIsionaries™, Jim Marous talks with Brittany Bollinger, Digital Banking Analyst, and Heather Cluck, Director of Product Strategy and Development at Belco Community Credit Union, to explore how they eliminated channel silos, aligned their organization around a member-first vision, and created a digital experience that enhances the branch rather than replacing it. In this conversation: • The Strategic Alignment that reset Belco’s priorities • Why 88% digital adoption made their branches more relevant, not less • How web and mobile are designed as one unified experience • The data and feedback loops used to remove friction across every channel • Real examples of member input driving cross-channel change • What’s next on their 12 to 18-month roadmap If you lead retail banking, oversee digital, or are trying to make your branch and your app feel like the same institution, this conversation will reshape how you think about omnichannel.