Strike Gold with Effective Collections and New Contact Center Capabilities

Rick Clark, Director, Customer Service Business Management, PSCU Financial Services

PSCU Financial Services’ ContactUSA introduced two new products that expand the fully featured services already available from the award-winning 24/7 Contact Center.  

FastCure™ improves delinquency rates and influences future payment behavior by providing early intervention for cardholders that are 30-59 days past due. This service delivers automated messages in a manner that encourages payment and preserves member loyalty and satisfaction. Multiple payment options are offered. Cardholders can be transferred to Contact Center professionals or designated individuals at the participating credit union. This solution is a caring, cost-effective way to handle early stage delinquencies while dramatically reducing the potential for charge-offs.

BTExpress™ equips Contact Center professionals to offer balance transfers from accounts at other financial institutions. Our Contact Centers handle 14 million cardholder requests a year. This new service transforms routine service calls into a revenue opportunity. While cardholders are on the line, Contact Center professionals offer to move balances from high interest rate accounts to a credit union’s credit card. These balance transfers occur in real-time. Credit unions can also opt to offer qualifying cardholders higher credit limits and special rates for balance transfers if they are users of the cooperative’s Credit Line Increase, Account Level Processing and Transaction Level Processing solutions. BTExpress not only boosts outstanding balances and builds member loyalty, it also eliminates the costs associated with direct mail campaigns and supplements or replaces convenience checks.  

ContactUSA provides around-the-clock support for debit and credit cardholders as well as online bill payment subscribers. Our Contact Center representatives can enhance member loyalty and cross sell your credit union’s services, without increasing labor and training costs. Outsourcing support to PSCU Financial Services can actually increase member satisfaction by providing after hours and weekend service availability and by resolving questions and problems with a single call to our experienced staff.