The CEO of UNI Financial Cooperation, Camille Thériault, believed that the Acadian institution could launch a new interface for its members in the first quarter of 2024. He notes that this project has fallen behind schedule.
“For the new interface, things are going slower than we hoped because we decided to give priority to the stability of the current system,” said the CEO of UNI Financial Cooperation on Monday. We still expect to have a new interface this year.”
Camille Thériault promised a change to the website and the application which replaced Accès D, at the end of September. The objective is to provide better access to online banking services, on computers and cell phones.
In November, the CEO hoped that the cooperative could launch the new interface in the first quarter of 2024. However, he reserved the possibility of extending the deadline.
“We’ve already done about 11 system updates [informatique] current since July and we want to ensure its stability. So far, things are going quite well,” he said.
Technical glitch
Yet on the very morning of his interview, UNI members experienced difficulty viewing their personal information and making online bank transfers. It was a technical glitch, according to Mr. Thériault.
“The system was working at a slower pace than usual, but it didn’t last long, then everything returned to normal,” he put into perspective. We often see this in the banking world. Without a doubt, since we launched the new platform on July 10, it has been much more stable.”
Mr. Thériault also affirmed that the situation of UNI branches and call centers has improved, without being able to give statistics.
“If you go to a checkout at the end of the month, the wait will be long, but not much longer than it was when we had the old system,” he said. We hope to return to normal, even if it is difficult for me to define normal.
Open crates
All branches have been open since the start of the year. However, UNI still has human resources problems due to the number of employees on sick leave.
“Employees are experiencing certain health challenges as a result of everything they have experienced in recent years before, during and after the technological transition,” explained Mr. Thériault. Our employees held the network almost at arm’s length for a while, so we are helping some of them, whom we are replacing with temporary employees.”
The CEO assured that it will be transparent during UNI’s annual general meeting, which will take place on May 25 in Moncton.
“All the questions asked by members will be answered,” he promised. As I have reiterated, we were not ready for the transition on July 10. But given the lines of members at the checkouts, the wait at the Customer Contact Center and the discussions I have with employees, I can easily say that there is progress.”
Different services
Mr. Thériault assumed the difference between UNI’s online services and those of the Desjardins Movement, which the Acadian institution abandoned in July.
“It won’t be [plus] never like it was with Desjardins, because we chose to go in a new direction with a computer system that will be acceptable to the client and to the rest of us when it is fully operational. We will have a very good system. It’s going to be positive, even if it’s not as quickly as we wanted,” he said.
The CEO highlighted the reward offered to loyal UNI members. The cooperative will offer 50 prizes of $1,000 to those who share a story that gives it a good image. The patience of others will merit improved services, according to Mr. Thériault.
“Everyone can be served, all services are available. It is certain that sometimes, we do not yet have everything in place to give employees the necessary tools to best serve our members. But the technological platform is a tool, he tempered. It will not define the future of UNI. The quality of its employees and its community involvement will define UNI.”
