What happens when you need financial help but the language barrier makes everything feel like you’re trying to decode the Matrix?
Metro Credit Union, Massachusetts’ largest state-chartered credit union, just tackled that issue head-on.
They’ve teamed up with Traduality—the folks behind a platform called Fire Lingo—to make sure every single one of their branches can communicate with members in their native languages. We’re talking real, one-on-one conversations, not just a “please hold for a translator” situation.
Breaking Down the Language Barrier
Metro Credit Union isn’t just dipping their toes in the water here. They’re the first credit union in Massachusetts to roll out Traduality’s communication tools across the board, and they’re even working together to develop the next generation of contact center tech. Think of it as leveling up the entire member experience, from voice calls to digital interactions.
“Our commitment is to deliver the same high-quality experience to every member, regardless of the language they speak,” explains Traci Michel, Metro’s Chief Operating Officer. “Through our partnership with Traduality, we’re equipping our teams with tools that enable clear, respectful, and efficient communication with non-English-preferring members.”
Translation: no member gets left behind because of a language gap.
How It Works
Traduality’s platform isn’t just one tool—it’s a two-part system designed to cover all the bases:
Fire Lingo Face-to-Face puts tablets in every branch that enable real-time, in-person conversations between staff and members. Your preferred language becomes the default, making those face-to-face interactions feel natural instead of awkward.
Fire Lingo Cloud works behind the scenes, giving Metro’s back-office teams the power to customize everything from documents and marketing materials to digital content and educational resources. It’s about making sure the entire experience—not just the branch visit—feels tailored to each member.
All 18 Metro branches now have the Face-to-Face tablets ready to go, and their teams across departments have access to the Cloud platform.
Why This Matters
“At Traduality, we believe that true inclusion begins with authentic communication,” says Diego Achio, Traduality’s CEO. “Our partnership with Metro Credit Union is about removing barriers and enabling meaningful, one-on-one conversations that reinforce trust and confidence.”
He’s got a point. Financial services can be confusing enough in your first language. Trying to navigate loans, accounts, and investments in a language you’re still learning? That’s a recipe for misunderstandings and missed opportunities.
Metro Credit Union has been walking the walk when it comes to inclusive banking for a while now. They’re a Juntos Avanzamos-designated credit union (that’s a certification recognizing commitment to serving Latino communities) and have built a reputation as a leader in accessible financial solutions across Massachusetts and southern New Hampshire.
This partnership with Traduality just takes that commitment to the next level—proving that when financial institutions actually prioritize communication, everyone wins.
Related:
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Peninsula CU to enhance AI-powered multicultural member relationships