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2014 Annual Report - Building the Client Experience

Building the Client Experience

Ensuring our clients feel "richly valued"

We are committed to aligning your aspirations with a full range of banking, wealth management and insurance solutions. By focusing on your overall financial well-being, our expert advisors help you achieve your financial goals while simplifying your decisions.

Recognizing that our clients conduct much of their day-to-day banking electronically, we are focusing in-branch interaction on more complex discussions and planning with our expert financial advisors. Our service is proactive and highly personal.

2014 Annual Report

BlueShore Financial continues to build a reputation for providing financial planning expertise and highly personalized service.

We took client service to a whole new place in 2014 with enhancements to our Financial Spa® branches. We introduced new features, such as high quality, locally made spa products, available for sale with full proceeds supporting the BC Children's Hospital Foundation. In addition to the spectacular new Lonsdale Financial Spa in North Vancouver, we oversaw construction of the new Edgemont branch, scheduled to open in April 2015.

We continue to enhance the client experience with new services aimed at saving time and increasing convenience. This includes:

  • Expanding the range of mobile banking apps with the addition of the Android smartphone platform
  • Preparing for the introduction of Interac Flash® to enable clients to make "tap and go" payments with their BlueShore Financial Access Card
  • Introducing improved Business Online Banking capabilities that will better meet needs for effective delegation, oversight on spending and a single login for Business and Personal accounts.

BlueShore Financial continues to build a reputation for providing financial planning expertise and highly personalized service. Our clients who work with a dedicated financial advisor consistently rate the experience they receive at BlueShore Financial significantly higher than consumers who deal with other financial institutions for important attributes such as:

2014 Annual Report

Our online research panel tripled in size to more than 1,100 participants in 2014. Panelists provided feedback on issues such as family-financed mortgages, caring for aging parents and social media use. The studies resulted in widespread media coverage that helped position BlueShore Financial as a trusted provider of financial expertise.

Meanwhile, we are facing growing regulatory demands. We take very seriously our responsibility to safeguard the security and privacy of our clients' information and holdings. We are committed to the increased monitoring and process changes required to meet new regulations in areas such as anti-money laundering, foreign account tax compliance and anti-spam legislation.

* BlueShore Financial is the operating name of North Shore Credit Union.

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