November has been a busy month for the Xtension Call Center at Xtend, Inc., the Grand Rapids, Michigan-based multi-owned cooperative CUSO. Over the past several weeks its agents have supported back-to-back core data processing conversions by answering inbound member service calls for Oshkosh, Wisconsin-based CitizensFirst Credit Union (47K members; $582M in assets) and Danville, Virginia-based Piedmont Credit Union (7.9K members; $53.6M is assets). Both credit unions converted to the CU*BASE^®, the core data processing suite from CU*Answers, Inc.

“Although our call center team is no stranger to core data processing support projects, we realize that for many of our new credit union partners this is their first time,” notes Luis Bedevia, Manager of Xtend’s Xtension Contact Center. “We work closely with both the credit union and the CUSO conversion teams well in advance of the cutover to ensure that the technical and workflow processes are in place to help offload the front-line member support teams effectively. Our team realizes that a core system transition is a stressful time for the members and credit union staff, so helping take some of that pressure off is something that motivates us.”

Bedevia also commended the conversion teams from its CUSO partners, CU*Answers and CU*SOUTH, for their management off the CitizensFirst and Piedmont conversions respectively.