Public Service Credit Union in suburban Detroit recently launched a new and updated Remote Service Department, which answers close to 10,000 calls per month and provides live chat with members.
“The Remote Service Center is an exciting new service for our members” said Linda Wallace, vice president of operations at the $132 million, Romulus, Mich.-based CU. “The department assists members by phone, via email or on live chats, walking them through home banking, bill pay, mobile banking, the loan application process or answering any questions they may have. Whatever the reason, they own the call from start to finish.”
Once all team members received increased training, the department had a grand re-opening. The makeover included everything green – a reminder that the department is very “green” and encourages members to save time and gas by using all the services available by phone or computer, PSCU said.
The team also encourages members to sign up for online banking and e-statements, which saves trees by replacing monthly paper statement with electronic ones.
The makeover at the 25,000-member PSCU also included a large flat screen anchored to the wall that will allow every remote services team member to see how many calls are in the queue, what the average hold time is and which team members are answering the most calls.