PSCU Financial Services’ Total Member Care Receives FSCC Globe Award at Retail Convention

Merry Pateuk
PSCU Financial Services, Inc.

Robette Brooks
CCS/PR, Inc.

– PSCU Financial Services’ Total Member Care™ received the 2010 FSCC Globe Award for outstanding service at the 2010 Credit Union Retail Delivery Convention held last week. The Globe Award recognizes the vital role PSCU Financial Services has played in providing services to members of credit unions using FSCC shared branching. For these credit unions, in 2009 the Total Member Care Contact Centers processed over 3.5 million transactions, including over $165 million dollars transferred between accounts of shared branching credit union members. 

At the meeting, the nation’s largest CUSO also honored two credit unions for using Total Member Care 24/7 Contact Center support to maximize member service. PSCU Financial Services presented Affinity Federal Credit Union, Basking Ridge, N.J., with a Call Center Leadership Award. FSCC’s partnership with PSCU Financial Services allows Affinity Federal Credit Union to use the cooperative’s Contact Centers for after-hours support. Total Member Care representatives handled nearly 7,000 calls from Affinity members during the month of February when snow storms caused its branches to close early. Affinity FCU has 125,000 members and nearly $2 billion in assets.   

A Call Center Innovative Award was presented to Qside Federal Credit Union, Flushing, N.Y. The credit union employs the Shared Branching Network and uses Total Member Care to provide 24/7 support during overflow periods and after business hours. This enables the small credit union to provide fully featured, around-the-clock member service. Qside FCU has about 8,000 members and $44 million in assets. 

 “Total Member Care Contact Center support provides member services to 147 credit unions, and 91 of these credit unions leverage the shared branch connection to access member information.  It is a cost effective, proven technology and doesn’t require technical resources to implement,” said Sheila Fenton, sales director of Total Member Care. “This year, we chose to acknowledge the exceptional member care of Affinity and Qside Federal Credit Unions, who have used our Contact Centers to deliver member service at any time and in any weather.” 

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


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