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.
PSCU, the nation’s premier payments CUSO and an integrated financial technology solutions provider, supports the success of more than 2,400 financial institutions and processes nearly 7.7 billion transactions annually. Committed to service excellence and focused on continuous innovation, PSCU’s payment processing, fraud and risk management, data and analytics, digital banking, strategic consulting and real-time payments platforms, along with 24/7/365 member support via its contact centers, help deliver personalized, connected experiences. The origin of PSCU’s model is collaboration and scale, and the company has leveraged its influence on behalf of credit unions and their members for more than 45 years. Today, PSCU provides an end-to-end, competitive advantage that enables credit unions to securely grow and meet evolving consumer demands. For more information, visit pscu.com.