The realm of Electronic Bill Presentment and Payment (EBPP) has expanded, offering a robust mechanism to present electronic bills and facilitate digital payments. This evolution caters to the changing preferences of consumers. However, with these advancements come challenges. Members might not always resort to a consistent method of payment, making it a task for credit unions to provide a seamless payment experience, tailored to each member’s unique preference.
Recently, NACUSO hosted a deep-dive webinar titled, “The Evolution and Opportunities of EBPP for Credit Unions.” The session featured Stuart Bain, Alacriti’s Senior Vice President of Product Management, who delved into the past, present, and promising future of EBPP. The webinar shed light on pivotal facets of the EBPP ecosystem: the changing patterns in consumer bill payments, revenue opportunities for credit unions, strategies for loan payment fraud mitigation, and the impact of real-time payments.
At the end of the webinar, credit unions were able to ask Stuart Bain questions directly. Here is what was discussed:
- Q: How do you envision the connection between indirect channels and direct channels to enhance the payment experience for both the payee and payor?
Stuart Bain: The future is likely to see an evolution in how payments made outside of a biller’s website are handled. Current systems, such as online banking bill pay solutions, often revolve around files without authentication. However, there’s a growing trend towards real-time connections between institutions. We’re exploring options with companies like BillGO, which would support authenticated payments through online banking. The “request for pay” concept, though still nascent, is on the rise and will offer consumers a more streamlined and versatile experience in making payments across various channels.
- Q: How popular do you foresee the “request for pay” system becoming?
Stuart Bain: As of now, the adoption of this system is still limited to commercial transactions. The real momentum will kick in once over 70% of institutions embrace this method, likely around 2024. However, the primary drivers will be adoption at the financial institutions and subsequent consumer education. It may not replace ACH debits but will find its niche in certain scenarios, such as dealing with returned payments.
- Q: Which channel do you find is most frequently used for bill payments?
Stuart Bain: While the enrolled web experience, where members sign in for services like recurring payments, remains the most used in terms of sheer volume, the “guest experience” leads in terms of member interaction on a monthly basis. This guest route is also where we see significant mobile phone usage. However, certain client outliers might lean more towards call center payments, depending on their customer demographics.
- Q: Upon acquiring your solution, how should credit unions introduce it to their members?
Stuart Bain: Effective outreach is crucial. Successful implementations often feature a prominent “Make a Loan Payment” page on the public website, explaining the available options. This is vital for those with a large indirect customer base, as the online banking experience might not resonate as much. Other effective communication means include emails, texts, outbound mailers, or bill statement messages. If the QR code technology is employed, it can be included in these communications to facilitate quick payments without entering online authentication credentials.
To learn more, watch the full webinar, where Stuart Bain provided a comprehensive overview of the Evolution and Opportunities of EBPP for credit unions. The insights shared not only showcased the current landscape but also the trajectory of the future of payments for credit unions.
Alacriti’s Orbipay EBPP is a customizable electronic billing and payments solution for businesses and financial institutions of all sizes. Orbipay EBPP offers convenient and flexible choices that include all the payment channels, payment methods, and payment options expected from a modern digital bill pay experience. For more information, please contact us at info@alacriti.com.
