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By Van Vaziri, Strategic Account Executive
Neo-banks like Cash App and Chime have mastered the art of digital onboarding, leveraging automated direct deposit features as a key driver of customer acquisition and long-term engagement. By investing in payroll integrations that deliver a seamless direct deposit enrollment option during onboarding, these fintech giants have grown their actively funded user base at hyper speeds. For instance, Cash App recently reported a 69% increase in direct deposit activity, with over 53 million monthly active users . Chime’s success story has followed a similar trajectory, with its early breakout growth based on serving the niche of underbanked customers. Ultimately, Chime has acquired millions of diverse customers reaching an estimated valuation of $8B today. Their secret? Leaning into automated direct deposit. Their CEO, Chris Britt called out that “customers who had their paychecks automatically deposited used the card to pay virtually all their expenses.” Their leading edge digital experience and continuous innovation in delivering frictionless onboarding and account management options has been the fuel behind their astronomical growth.
This digital experience-first approach has been pivotal in transforming these neo-banks into primary banking solutions for many users. By minimizing reliance on branches, enabling early paycheck access and eliminating fees, they have disrupted traditional banking models. As customers embrace the convenience of digital direct deposit, they are encouraged (and inspired) to use the broader suite of financial services offered by neo-banks. From debit cards to savings features, neobanks are stealing primary banking status from industry stalwarts. Following Cash App’s deployment of Pinwheel Direct Deposit Switch, the company saw a 20% jump in monthly active card users, and those who use direct deposit are six times more engaged than non-deposit users.
Credit unions at a crossroads
Credit unions have long prided themselves on offering personalized service and a member-first approach, but they now face a digital awakening. While many credit unions have started to embrace digital banking, they lag in creating the kind of seamless onboarding experience neo-banks offer. Many credit unions struggle with account opening abandonment rates as high as 50% due to cumbersome application processes..
The urgency for credit unions to catch up cannot be overstated. Facilitating direct deposit enrollment at the start of a relationship has become a gateway to building primary banking status, as evidenced by the success of neo-banks. To remain competitive, credit unions must invest in improving their digital account opening processes, ensuring direct deposit setup is as simple as a few taps. Automated direct deposit during onboarding offers a clear path to increase deposits and deepen customer relationships — two key drivers of growth.
Why direct deposit matters more than ever
The direct deposit penetration rate for most community banks and credit unions has hovered around 50-60%, historically. But looking only at accounts opened in the last 12 - 24 months tells a much different story. Direct Deposit capture rates are plummeting for new accounts. The issue lies in the lack of simplicity. For credit unions, a seamless direct deposit enrollment experience isn't just about delivering a top tier customer experience; it's a strategic tool to grow deposits, improve retention, and drive revenue. Customers who set up direct deposit are more likely to engage with additional banking products, from loans to credit cards. Moreover, direct deposit enables credit unions to offer early paycheck access, a highly valued feature that helps attract and retain members who might otherwise turn to neo-banks.
Those credit unions who act quickly to close account onboarding and activation experience gaps will be handsomely rewarded. For example, Educational Employees Credit Union (EECU) was an early adopter of automated direct deposit solutions. In 2024 EECU implemented Pinwheel’s next generation conversion feature, Pinwheel PreMatch, which proactively identifies customers’ payroll accounts during account onboarding and provides the customer with a two-click option to switch their direct deposit. Upgrading their direct deposit experience with Pinwheel PreMatch from their previous automated direct deposit provider improved EECU’s direct deposit switch rate by more than 50%.
The path forward: Streamlining digital onboarding
To compete with the digital-first strategies of Cash App and Chime, credit unions need to invest in mobile-optimized account opening that can be completed in minutes, not hours. This includes integrating features like pre-filled forms, mobile ID verification, and, most crucially, instant direct deposit setup. By focusing on improving these touchpoints, credit unions can not only compete but thrive in a rapidly evolving financial landscape.
The time to act is now. As neo-banks continue to redefine customer expectations, credit unions have a window of opportunity to modernize their processes, ensuring they remain relevant to the next generation of digital-first consumers.
Some credit unions are leading the way into this new era of banking, offering digital experiences that build deeper relationships from day one. For example, Meriwest Credit Union, a $2.2 billion-asset institution based in San Jose, California, is at the forefront.
The Educational Employees Credit Union (EECU), recognized as the #2 credit union in Texas on Forbes' list of America’s Best-In-State Credit Unions 2024, saw a 50% improvement in their Direct Deposit conversion rates within weeks of implementing Pinwheel.
Read more about EECU’s success in our case study here.
To learn more about how Pinwheel can help you achieve and deepen primacy with customers, book a meeting with us today.
