Chat would be awesome! It's my preferred method for contacting customer service.
All the help, none of the hold music!
The ability to answer account specific questions is a must, and thus, encryption is a must, too.
But you guys are already pretty darn good with that already.
I can relate. BTW - we're working on the hold music, too. Feel free to chime in the BECU Soundtrack idea exchange while we work on the Online Chat deal.