Advantis Credit Union (Portland, OR; $1.1 billion assets) has signed a five-year agreement with PSCU for the CUSO’s Total Member CareTM (TMC) call center service solution, the company announced today. Under terms of the contract, PSCU’s 24/7/365 contact centers will handle inquiries from Advantis’ 55,000 members after normal business hours, during weekends and when unexpectedly high call volume impacts the credit union’s own member service staff.
“PSCU’s TMC model was our clear choice after we evaluated the options available from the other candidates on our list,” said Griff O’Brien, Chief Membership Officer for Advantis Credit Union. The availability of support from four separate, but integrated call centers, the scale of their call center workforce and the functionality of their member service front-end application were major factors in our selection decision.”
PSCU’s TMC solution set addresses the credit unions’ needs for around-the-clock, customized member service across all their product lines. In addition, TMC includes programs that can help credit unions increase loan volume and onboard new members. The company’s integration with multiple credit union core processing platforms enables TMC representatives to serve as seamless extensions of the credit union’s own staff. Additionally, PSCU can deliver service according to credit union-specific scripting and service criteria by virtue of their proprietary technology called CU Scripter, which allows the ultimate in customization.
“We are excited to welcome Advantis to our family of TMC credit unions,” said Fredda McDonald, PSCU Executive Vice President. “We’re seeing increased demand for 24/7 call center support to help credit unions meet their members’ needs for high-touch service. The call center has become a critical engagement point. It helps credit unions grow through what they do best – helpful and meaningful interactions with members.”
“We were impressed with PSCU’s call center operations when we visited their Phoenix, AZ service center,” continued O’Brien. “The way they treat their contact center staff gave us a good indication of how well we know they’ll treat our members.”
PSCU combines industry-leading payments platforms with strategic consulting expertise across multiple credit union business lines to build customized plans for growth and relevance. The company is also committed to helping credit unions engage with the Millennial consumer segment through its award-winning social media platform called Make Your Money Matter.
About PSCU: Established in 1977, PSCU (St. Petersburg, Fla.) is the nation’s leading credit union service organization (CUSO) and serves more than 1,500 financial institutions nationwide. The company is owned by nearly 700 member credit unions representing 16 million credit, debit, prepaid, online bill payment, mobile and electronic banking accounts. Comprehensive 24/7/365 member support is delivered through four Contact Centers located throughout the United States that handle more than 18 million inquiries a year.
Through a focus on collaboration and initiatives to mine the collective intelligence from all corners of the cooperative, PSCU’s Member-Owners are positioned at the leading edge of innovation. The combination of PSCU’s commitment to leadership in mobility and excellence in risk management, strategic consulting and technology creates PSCU’s foundation for the strongest partnerships with its Member-Owners. For more information, visit the PSCU website at www.pscu.com.
Jim Major, PSCU
(800) 443-7728 ext. 4189
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