Clark County Credit Union Transforms Their Account Opening Experience with Narmi’s Staff-Led Solution

Before implementing Narmi, CCCU’s account opening process was slow, disjointed, and highly manual, creating frustration for both staff and members. Employees had to juggle multiple systems and repetitive administrative tasks, which made it difficult to offer a seamless experience. Members applying in-branch or via video call often encountered long wait times, inconsistent communication, and abandoned applications—especially when the process stalled due to internal bottlenecks. 

Amber Avila, AVP of Branch Operations at CCCU, recalls, "Sometimes it took a few hours if we were on top of it, but other times it could take days or even weeks depending on the response time from the member." The lack of a cohesive system not only drained staff resources but also impacted CCCU’s ability to grow its membership and deliver the level of service expected by today’s consumers.

Narmi Grow’s staff-led omni-channel solution transformed CCCU’s consumer account opening process by simplifying and streamlining internal workflows. With the ability to manage the process end-to-end through one intuitive platform, staff gained more control while benefiting from automation of routine steps. This solution enabled CCCU to support members proactively—guiding them through the experience without the usual inefficiencies.

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Since implementing Narmi in December of 2024, CCCU has seen a dramatic improvement in their account opening efficiency:

1. Over 1,700 new accounts opened in just two months, with over 1,000 of those being staff-led
2. An average of 84% completion rate for staff-led account opening applications

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CCCU’s previous system lacked robust verification capabilities, causing delays and operational inefficiencies. Even when members applied in-branch, staff faced difficulties in verifying key information like KYC details, resulting in more time spent on each account opening. Members often struggled with the verification step—particularly identity verification.

For example, as Amber explains, “members applying online would submit their application, but then a representative had to manually review reports, reach out to the applicant, send signature cards through DocuSign, and determine the method of funding—all before even beginning identity verification.” In many cases, members were required to return to a branch in person to present a physical ID due to limitations in the verification system.

Narmi's integration with Alloy automates identify verification, ensuring faster processing and reducing the need for staff involvement in each step. This not only improved accuracy but also shortened the time it took for members to complete their account opening application. “With Narmi, if you submit an application, you're automatically approved and can access online banking in 5–10 minutes. That’s a game-changer. And Alloy’s integration has streamlined our application reviews and eliminated unnecessary delays.”

1. Staff now spend up to 75% reduction in time spent on verification tasks (from 1 hour to 15-30 minutes
2. End-users can now complete the process quickly and efficiently, with most approvals happening automatically.

CCCU’s previous account opening platform lacked the flexibility to quickly implement custom features, particularly those required to address specific compliance needs. And when implemented, customization was slow, preventing CCCU from adapting to changing member needs and market conditions.

With Narmi Functions, Narmi’s account opening solution is highly customizable, allowing CCCU to implement tailored solutions at a rapid pace. The credit union was able to add 13 custom features, including automating compliance documents for joint applicants. “We [CCCU] can build and launch a new function in days—not weeks. That agility is critical for our team.” 

Narmi’s implementation team provided a white-glove onboarding experience, working side by side with CCCU to understand their unique needs and rapidly deliver custom-built solutions. Amber and the team share more of their experience: “We’ve often felt apprehensive starting new projects because things haven’t always gone smoothly, but working with Teresa [Implementation Manager at Narmi], has been refreshing — she’s hands-on, involved, and really on top of things." Narmi’s collaborative and responsive approach has made it easy for CCCU to experiment, iterate, and launch new capabilities—quickly and with minimal risk—fueling both their growth and deposit goals.

1. CCCU and Narmi collaborated to implement 13 customizations, with each one being seamlessly set up in just a matter of days.
2. Custom solutions helped CCCU meet evolving regulatory and internal compliance requirements