St. Petersburg, FL, August 30, 2010 – PSCU Financial Services announced that over 270 credit unions now use its Total Member Care™ Contact Centers to deliver a holistic and comprehensive approach to member support. In addition to handling inquiries on a variety of financial services, the cooperative’s Contact Centers help credit unions communicate effectively with members about mergers, data processing and home banking conversions, and regulatory changes. All services are available 24/7/365 to ensure maximum member satisfaction and loyalty.

To date, 54 credit unions leverage the Contact Centers to obtain member opt-ins required by Regulation E, 24 new credit unions plan to use the service for lending and new member enrollment and 18 additional credit unions have signed up to use the service for after-hours and overflow support.

“Contact Center support has been instrumental in obtaining overdraft authorization from our members quickly and cost effectively. This effort has helped us preserve our non-interest income and protect member relationships through clear communication about this new regulation,” said Michelle M. Balog, Executive Vice President, NuMark Credit Union.

Credit unions are also employing the flexible service for new member enrollment and lending applications. “We use Total Member Care Contact Center services for all of our new member and consumer loan applications. Not only do Contact Center professionals apply our unique requirements to these activities, they are available 24/7/365 for our members’ convenience, which significantly enhances the quality of this critical aspect of our operations,” said Jesse M. Boyer, Vice President and Chief Information Officer, Realtors® Federal Credit Union.

After-hours and overflow support remain key reasons credit unions select Total Member Care Contact Center solutions. “Our members expect us to be available when they are, which is normally evenings and weekends. Having around-the-clock service has improved member satisfaction and supports growth in the adoption and utilization of our financial products,” said Rick Steele, Director of Financial Service Center and Compliance, H.E.B. Federal Credit Union.

Credit unions that have recently signed up for after-hours and overflow support include: Deere Employees Credit Union, Moline, Ill.; Workers Credit Union, Fitchburg, Mass.; Department of Commerce Federal Credit Union, Washington, D.C.; San Francisco Police Credit Union, San Francisco, Calif.; FEDEX Employees Credit Association Federal Credit Union, Memphis, Tenn.; and Qualstar Credit Union, Redmond, Wash.

Outsourcing calls to PSCU Financial Services Contact Centers’ increase staff productivity while delivering a higher level of service—and 24/7/365 convenience—to members.  In addition to supporting traditional product areas such as debit, credit, online bill payment and Internet banking, representatives now handle account inquiries, balance transfers, password resets, loan applications, new member enrollment, account initiation and a broad range of topics related to credit union operations—at any time of the day or night.

Total Member Care Contact Center staffers are also trained to boost revenue through collections, outbound calling campaigns and cross selling of additional financial services—as determined by each credit union. Annually, the Contact Centers service over 17 million inquiries.  More than 1,500 financial institutions use PSCU Financial Services Contact Centers.

PSCU Financial Services

Based in St. Petersburg, Florida, PSCU Financial Services is the nation's largest credit union service organization (CUSO) and serves more than 1,500 financial institutions nationwide. As a non-profit cooperative, the company is owned by more than 640 member credit unions representing over 14 million accounts and 1 million online bill payment subscribers. Its Contact Centers handle more than 17.4 million inquiries a year.

PSCU Financial Services offers 24/7 member support through four Contact Centers: its Eastern operations center in St. Petersburg, Fla.; a Western operations center based in Phoenix, Ariz.; and two call centers in Detroit, Mich. These Contact Centers perform member servicing and new member acquisition, cross-selling and automated lending solutions as well as support for debit/credit/prepaid cardholders and online bill payment subscribers.

Established in 1977, the company provides a broad array of cost-effective, high quality financial services that include credit, debit, ATM, prepaid, bill payment and contact center solutions. PSCU Financial Services uniquely offers its members a full range of processing options, any combination from full service to in-house pass through processing for credit, debit and ATM transactions. As a leader in the credit union movement, the company offers gateway access to national and regional networks. It also provides full function ATM terminal driving services. For more information, visit PSCU Financial Services’ website at www.pscufs.com.