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HRCU banking on new lobby to be a draw

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Kristy Methot, an assistant vice president for financial services, stands in front of the expansive lobby at Holy Rosary Credit Union's main office on Brock Street in Rochester. (Lebanon Voice photos).

ROCHESTER - From the inviting smell of a Keurig brewing complimentary coffee to the concierge who greets you at the door, Holy Rosary Credit Union is looking to make their customers' next trip to the financial institution more pleasurable.

After a six-month, $1 million project that rehabbed a large portion of the Brock Street building, HRCU President Brian Hughes said a primary focus of the face lift was to create a more welcoming lobby experience for its members.

Near the coffeebar is a waiting area with overstuffed pillows for kids and a wide-screen TV adding to the relaxed ambiance.

Concierge Leanne Walters awaits customers just inside the front door.

"The teller line has been around since the Wild West," Hughes said on Friday. "The truth is there are fewer bank customers coming into bank lobbies, so we wanted them to have a quality experience."

Now when a credit union member comes into the lobby a concierge greets them to get an idea of what they're there for. It's called Dialogue Banking as in a live person has a dialogue with the customer to understand the purpose of their visit.

If a member is there to cash a check or make a deposit they are directed to one of two pods within the lobby. If they're there to get a loan they are directed to an associate who can help them.

Hughes said the concierge gives the bank a chance to interact with the public on a human level, a concept fast disappearing in the banking world.

HRCU President Brian Hughes

"We don't have as much chance to interact with the customer as much as we used to because there's not as much traffic in the lobby," he said. "So we're trying to create a more warm and inviting place, a destination where they can come in and feel welcome. If they want to make a deposit that's fine, but if they want to refinance their car or talk about financial counseling or insurance, that's fine, too."

HRCU has partnered for some time with Bernier Insurance of Rochester, which has been a fixture in the Lilac City for decades.

Interestingly, anyone who lives, works or worships in New Hampshire can be a member, noted Hughes.

As a credit union we want to serve everybody, Hughes said, adding that Holy Rosary, which began in 1962, continues to innovate while providing members all the services that the bigger banks do.

Meanwhile, out in the lobby at the main office on a recent morning, Assistant Vice President Kristy Methot checks with concierge Leanne Walters to see how everything's going.

It seems everybody's happy.

Standing in front of one of the teller pods are HRCU associates, from left, Phil Roberts, Amanda Severino, Tatjana Simon and Madeline Sexton.

"We're proud of what we do, what we've become, and what our future holds," said Methot

Similar lobby redesigns are in the works for the credit union's other branches, she said.

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