PSCU Financial Service’s Contact Center Enables Entrust Federal Credit Union to Help Members Overseas- Immediate extension to credit card limit allowed child to have emergency surgery overseas -St. Petersburg, FL, July 8, 2009 –PSCU Financial Services’ Contact Center professionals successfully navigated Richmond, Va.-based Entrust Federal Credit Union and one of its overseas members through an emergency situation by supplying round-the-clock member support. While in Russia, an Entrust member faced emergency surgery for his child. The $7,500 operation had to be paid for in advance, and the credit union’s set daily limit had to be changed immediately. While keeping the member on hold, the Contact Center’s Total Member Care representative clarified the member’s exact needs and relayed account information to Entrust’s Card Services Representative. Entrust extended the member’s daily limit, enabling the child to receive the necessary medical attention. “The patience and effort of PSCU Financial Services staff alleviated stress from our member in Russia, and in my opinion also saved his child’s life,” said Linda McAlister, vice president of Information Systems at Entrust Federal Credit Union. “Since nearly half of our members reside overseas, business hours vary. As a result, access to call center representatives at any time is key to providing all members with superior service. We had no idea how many calls we were receiving after hours until we started working with PSCU Financial Services, and they have made such a tremendous difference in our ability to build a strong relationship with our members.” While Contact Center representatives could not directly change the card limit, the team escalated the call through a string of managers to McAlister. The credit union’s claim to serve members at any moment was validated when the call turned into action. During the process, the Contact Center team kept the member on hold and provided status updates. “Our call center handles inquiries from all parts of the globe at all times, and we have a trained staff in place to address any situation that might arise,” said Peter Schmitt, executive director of PSCU Financial Services. “By providing the level of exceptional member service PSCU Financial Services is known for, our representatives worked through a difficult situation and resolved a medical emergency.” About Entrust Federal Credit UnionFounded in 1970, Entrust Federal Credit Union ($60 million in assets) provides a wide variety of services, including account management, loans, investments and online banking and bill payment to 9,700 worldwide members. Entrust Federal Credit Union is federally insured by the National Credit Union Administration. For more information, please visit www.entrustfcu.org. About PSCU Financial ServicesBased in St. Petersburg, Florida, PSCU Financial Services is the nation’s largest credit union service organization (CUSO), and serves more than 1,300 financial institutions nationwide. As a non-profit cooperative, the company is owned by more than 600 member credit unions representing over 13 million accounts and 880,000 online bill payment subscribers. Its Contact Centers handle more than 16 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; and two call centers in Detroit. 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, home banking 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 on the Web at http://www.pscufs.com.
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