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MADISON, Wis. – CUNA Mutual Group has grouped together experts focused on protection needs to answer questions in its Credit Union Protection Response Center. Responsible for different geographic regions, the 20 trained specialists in the areas of risk management, claims and underwriting are expected to handle between 70-80% of initial questions without transferring the calls. Targeting business hours, the center is open from 7 a.m. to 7 p.m. “It’s an effort to enhance our customer’s experience with us and emphasize what we call customer intimacy,” said CUNA Mutual Group Customer Response Center Assistant Vice President Len Daniels. “We want to make sure we clearly understand the credit union’s protection needs and that we provide quick, thorough and accurate service.” A pilot run has been operating in the southwest since early July, and the center has been averaging 10,000 calls a month.

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