It’s easy for credit unions to get bogged down by the never-ending daily grind of member service calls. As a result, employees get burnt out, productivity suffers, and opportunities to better serve members in more critical, profitable areas may be lost.

The LSI Solution
The Member Service solution from Lending Solutions, Inc. processes virtually every member service function allowed by a credit union’s data-processing program. Utilizing advanced data interfacing, Lending Solutions staff is equipped with the information needed to provide fast, accurate responses 24 hours a day, 7 days a week. Lending Solutions routes callers to the correct call representative within seconds using the latest interactive voice response technology. This system attains first-call resolution, which provides the caller with the highest level of service available and enables call representatives to process the request in the most time-effective manner. A ticketing system organizes requests in the form of work orders, providing credit unions with key data on each query. The system enhances tracking and routes calls that require follow-up action.

The Process
Service calls are handled professionally and efficiently using the latest technology:

• A client is assigned a dedicated, toll-free telephone number accessing LSI’s service representatives

• LSI’s client relations team works with client to efficiently implement service

• The client announces and markets the availability of 24/7 member service

• Members who call the credit union for member service are seamlessly routed to the assigned, toll-free telephone number

• Through transparent, computer telephony integration, calls are answered by LSI representatives in the credit union’s name

• LSI services members on a 24/7 basis

The Bottom Line
Improved Service + Greater Member Satisfaction = More Opportunities for Growth! LSI’s new Member Service Solution ensures your members receive world-class service 24 hours a day, 7 days a week. We maximize cross-sales opportunities and ensure deeper, long-lasting member relationships.