Armed Forces Bank is investing in its digital banking channels to ensure that its military-focused client base has 24/7, global access to banking capabilities. 

“The families and individuals we serve often operate in different time zones and may never visit one of our branches,” Tom McLean, senior vice president and regional military executive, told Bank Automation News. “It is critical that we understand the needs of this community and approach our technology and support from their perspective.” 

To ensure that clients have access to self-service banking, the $1.3 billion bank has invested in the following tech: 

• Self-service channels through online banking; 

• Account management through the bank’s mobile app;  

• A 24/7 call center; and 

• An AI-powered chatbot, Mili, which also offers 24/7 assistance. 

As the bank invests in its digital presence, its clients are tapping into the solutions. 

In fact, since the launch of Mili, call center volume has fallen by 23% as clients lean on the self-service option for answers to banking questions, Charles Freeman, executive vice president and director of marketing and client experience, told BAN.  

“We see number of chats rise and the number of calls decrease each month as clients transition to self-service channels when it suits their needs,” Freeman said. 

The bank joins Bank of America, Citi, JPMorgan Chase and Wells Fargo in investing in digital experiences as online and mobile adoption climb. 

Armed Forces is a subsidiary of the $3.9 billion bank holding company Dickinson Financial Corp. According to data and analytics provider FINavigator, Dickinson taps Q2 Software for its retail online banking and retail mobile banking services. 

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