Public Service Credit Union in suburban Detroit recentlylaunched a new and updated Remote Service Department, which answersclose to 10,000 calls per month and provides live chat withmembers.

“The Remote Service Center is an exciting new service for ourmembers” said Linda Wallace, vice president of operations at the$132 million, Romulus, Mich.-based CU. “The department assists members byphone, via email or on live chats, walking them through homebanking, bill pay, mobile banking, the loan application process oranswering any questions they may have. Whatever the reason, theyown the call from start to finish.”

Once all team members received increased training, thedepartment had a grand re-opening. The makeover included everythinggreen – a reminder that the department is very “green” andencourages members to save time and gas by using all the servicesavailable by phone or computer, PSCU said.

The team also encourages members to sign up for online bankingand e-statements, which saves trees by replacing monthly paperstatement with electronic ones.

The makeover at the 25,000-member PSCU also included a large flat screen anchored to the wallthat will allow every remote services team member to see how manycalls are in the queue, what the average hold time is and whichteam members are answering the most calls.