Total Member Care offers CUInitiative, a proactive member contact service that generates powerful growth and stronger member loyalty. Our representatives apply your customized scripting and messaging to promote both new and existing services. This solution can also be used to address timely issues, such as Regulation E Opt-In enrollment.

Proactive Campaigns Deliver Results  

Our campaigns are designed to meet your credit union’s specific objectives. Our staff uses specialized procedures and technology to deliver:

• Exceptional response rates—three times higher than direct mail
• With our Regulation E Opt-In Service, 85% of members opted in when speaking to a Contact Center representative and 80% of members enrolled through our automated IVR
• Faster member adoption of new services; and
• Successful cross selling of services.

The result is strong revenue growth, operational efficiencies and greater member satisfaction.

Examples of CUInitiative Campaigns

Regulation E Opt-In Service - Credit unions should continue to pursue members who have not opted into overdraft programs to protect this vital source of fee income. Studies show NSF/overdraft fees currently comprise 28% of credit unions’ non-interest income. For our outbound calls, the cost averages just $4.50 for each enrollee and is easily covered with the first overdraft. 

The Regulation E Opt-In service allows credit unions to select one or more activities from a series of member contact options including: a customized digital message that gives members instructions for overdraft protection; a scripted outbound call from a Total Member Care professional that shows the credit union name on caller ID; and an IVR with an introductory message and toll free number that allows members to provide opt-in authorization. CUInitiative can also provide credit unions with a toll-free number their members can call for answers to frequently asked questions about this new overdraft requirement.

Product/Service Awareness – Make existing members aware of your credit union’s full suite of products, including member-friendly debit and credit platforms as well as competitive deposit account and loan rates. Special promotions are always a good reason to initiate calls with members and keep your credit union top of mind.

Member welcome calls - Extends a warm greeting and introduces new members to your credit union’s broad selection of services and special offers.

Relationship Building - Outreach calls create positive relationships by letting members know your credit union is interested in serving them through a comprehensive suite of industry-leading products and services.

Contact information

For more information on the advantages of using CUInitiative, call 800-443-7728, Ext 7877.