PSCU welcomes Telhio Credit Union as newest owner
Ohio-based credit union looks to CUSO to help members during core conversion
ST. PETERSBURG, FL (February 29, 2016) — PSCU has announced that Telhio Credit Union (Columbus, Ohio; $548 million assets) has signed a long-term agreement with the nation’s leading CUSO to provide its approximately 50,000 members with overflow and after-hours phone support as the credit union undergoes an online banking conversion this spring and a data processing core conversion at the end of September.
Under the new partnership, Telhio will collaborate with PSCU for Total Member Care (TMC) call center support for the credit union’s members. PSCU’s 24/7/365 call centers will serve as a seamless extension of Telhio’s staff for customized, exceptional member service across their product lines.
“PSCU’s solid reputation led us to look there first when we realized the need for additional member service and support during our conversion,” said Karen Daniels, SVP of Member Services, Telhio Credit Union. “Our members may have more questions than usual during this time, and we need to help them. The PSCU team showed they can effectively manage our members’ needs for service during the transition period.”
According to Tom Chandler, Managing Partner of PSCU’s Advisors Plus, the company’s independent consulting unit, Telhio’s partnership with PSCU will give the credit union an “anytime” service model to help members in a more personal way with shorter wait times. A Stress Test Analysis was conducted on behalf of Telhio, where Advisors Plus delivered a snapshot of what Telhio’s current staffing and call volumes would look like when call times are increased by 30-45 seconds and call volumes are increased by 50, 100 and 200 percent. “It can be a very eye-opening experience for most credit unions,” said Chandler.
In addition to handling inquiries on a variety of financial services, PSCU’s TMC call centers help credit unions communicate effectively with their members about conversions, mergers, EMV upgrades, home banking conversions and regulatory changes. All services are available 24/7/365. “Our Owners expect consistent and professional care when signing up for this mode of service delivery, and we’re confident Telhio will see the benefits of our outstanding support,” said Chandler.
About PSCU
PSCU/Co-op Solutions is the nation’s premier payments credit union service organization (CUSO) and an integrated financial technology solutions provider. With over four decades of industry experience and a commitment to service excellence and innovation, the company serves more than 4,000 financial institutions throughout North America. PSCU/Co-op Solutions leverages its expertise and resources on behalf of credit unions and their members, offering an end-to-end product portfolio that includes payment processing, fraud and risk management, data and analytics, digital banking, instant payments, strategic consulting, collections, ATM and POS networks, shared branching and 24/7/365 member support via its contact centers. For more information, visit pscu.com and coop.org.
