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PSCU Financial offers holistic member-support approach
ST. PETERSBURG, Fla. (10/29/09)--PSCU Financial Services is offering a holistic approach to member support through its Total Member Care solution. The cooperative reported a 40% increase in member-service related call volume at its contact centers during the last two months. The cooperative has 250 credit unions that outsource calls to Total Member Care representatives. The representatives handle account inquiries, balance transfers, password resets, loan applications, new member enrollment, account initiation and other topics. Member Care staff also can boost revenue through collections, outbound calling campaigns and cross-selling additional financial services Total Member Care also offers advanced scripting models to help anticipate and address members’ concerns. Total Member Care builds an online database for each credit union’s products, policies, procedures, locations, events, promotions and other services. The information is readily accessible to contact center representatives. Thirty-three of the credit unions using the contact centers have more than $1 billion in assets. The centers handle 16 million calls a year for 1,300 financial institutions. PSCU Financial Services is a credit union service organization based in St. Petersburg, Fla.


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