CONTACT CENTER

Live, personalized help for your members, available 24/7

Answer the call whenever your members need help with anything from simple account information to loan approval for the car of their dreams — around the clock, after hours or any time you need support.

We can help you meet your members’ expectations for 24/7, always-on service with live agent and self-service solutions. Our Contact Center provides quality live and interactive voice response (IVR) service that is scalable, compliant, flexible and secure. And because it’s CO-OP Financial Services, you can feel confident that the service your members receive is consistent with your credit union’s brand promise.

CO-OP Contact Center is your engine for growth and member satisfaction. You can elevate the service you offer your members while maintaining operational efficiency and your all-important focus on relationships and strategy. Write more loans, increase card usage and be there for your members when they need you most: anytime they call.

Cardholder Services 

Card activity isn’t limited to business hours. Your members want access to account information and assistance at precisely the moment they need it. Our industry-leading service raises the bar on member satisfaction and helps keep your cards top of wallet. Services include: 

  • Dispute resolution
  • Transaction/detail information
  • Account activity
  • Travel notifications
  • Card maintenance

Member Services

Access for your members anytime, anywhere — without additional staffing or operational costs. CO-OP Contact Center Member Services offers complete coverage that gives you the flexibility of off-hour, overflow or full-time programs. Highly skilled agents are equipped to handle a variety of member concerns, including:

  • Balance inquiries and transfers
  • Transaction histories
  • High-level information for loan accounts

Lending Support

Give your members 24/7 access to help with loan applications and services, including instant decision and full underwriting options. We use advanced tools and your customized criteria to create a seamless experience for your members. Strengthen lending operations, approve more loans and grow your revenue. Our Lending offering includes

  • Telephone loan processing for auto, boat, watercraft, recreational vehicles and motorcycle loan applications, as well as credit cards and signature loan applications — all with the option for automated decisioning reviewed by a loan analyst
  • Internet loan application support using customizable guidelines
  • Indirect lending help for members applying through Credit Union Direct Lending (CUDL): your opportunity to attract and capture more indirect loans

 

 

 

 

What goes into delivering exceptional member care?

Here are a few of the features that add up to the superior service and efficiency that set CO-OP Contact Center apart:

  • Live agents: Natural, non-scripted, personalized and seamless interactions with credit union members are an extension of your credit union’s brand promise.
  • IVR: Immediate automated help for the growing percentage of members who prefer self-service.
  • Flexible, adaptable coverage and support: Choose the option that works best for your credit union — and increase your coverage as you grow.
    • Full time
    • Overflow
    • After hours
    • Business disruption
  • Customization: You set the guidelines; we deliver service that serves as an extension of you.
    • Dedicated toll-free number for your credit union
    • Customized member verification process
    • Your methods and procedures
  • Partnership for the long run: CO-OP Contact Center is more than just a voice on the line. We provide a skill-based career path for agents, with a structured training program and quality monitoring along the way. Our workforce management enables us to forecast and manage call volume, which in turn makes our center a great place to succeed.