SAN ANTONIO – USAA’s mobile banking tools are considered leaders in five of six categories, according to Javelin Strategy & Research. USAA earned recognitions for ease of use, financial fitness, money movement, security empowerment and customer service. The financial services provider finished a close second overall in the 2017 Javelin Mobile Banking Scorecard.
“USAA provides a consistent, simple customer experience across all aspects of mobile banking,” notes Emmett Higdon, director of digital banking at Javelin Strategy & Research. “It’s industry leading ease of use ensures that its members can quickly and easily access the tools and information the bank has at their fingertips.”
As more of its members use digital channels to manage their finances, USAA is investing in mobile technologies as a way to provide great service when and where members need it. USAA has seen a 30 percent growth in mobile app sessions in the past year. It predicts mobile will soon be the top channel through which it interacts with members.
“Our members have high expectations when using our mobile app,” said Shauna Brown, assistant vice president of digital products. “They want an easy and convenient experience that is relevant to them and anticipates their needs. Strategic use of artificial intelligence, ever-improving security features, and safe and transparent money movement are all necessary to provide our members the service they need and deserve.”
USAA members have a custom view of their finances on the app, automatically organizing each member’s information on the app according to the member’s most pressing needs. As USAA releases its app for smartwatches and updates for mobile plaftorms, security continues to evolve, with three methods of biometric authentication including Touch ID®.
Javelin evaluated mobile banking features at the nation’s 28 largest retail financial institutions by total deposits. To provide a true customer’s experience, account holders with seasoned checking and credit card accounts evaluated more than 150 mobile app features. All criteria were reviewed and individually weighted by Javelin analysts.
The USAA family of companies provides insurance, banking, investments, retirement products and advice to 12.3 million current and former members of the U.S. military and their families. Known for its legendary commitment to its members, USAA is consistently recognized for outstanding service, employee well-being and financial strength. USAA membership is open to all who are serving our nation in the U.S. military or have received a discharge type of Honorable – and their eligible family members. Founded in 1922, USAA is headquartered in San Antonio. For more information about USAA, follow us on Facebook or Twitter (@USAA), or visit usaa.com.
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