Midwest Call Center Supports West Coast Core Conversion

Xtend, Inc., a Grand Rapids, Michigan-based multi-owned cooperative CUSO, recently supported a core data processing conversion for Fontana, California-based Inland Valley Federal Credit Union ($36M assets; 3,800 members) and according to both parties, the project went well. Two CUSO business units provided support for the credit union: member service tasks by the Xtension Call Center in an overflow capacity, and daily balancing and reconciliation functions were completed by the SRS Bookkeeping team. Both Xtend teams operate remotely from their Grand Rapids headquarters.

“Inland Valley is actually our third California conversion project over the past two years,” notes Diane Kilgore, Manager of the Xtend’s SRS Bookkeeping unit. “The fact that we are three time zones away is actually helpful since our teams are supporting credit unions in every other time zone. Hard deadlines and cutoffs start in the East and work westward, so we are able to stage our support accordingly. Since we handle balancing tasks for more than fifty (50) other credit unions on a daily basis, we have gotten very good at on-boarding folks like Inland Valley into our workflows, and their team has also been a pleasure to work with.”

Julie Gessner, Manager of Communication Services for Xtend, indicates that the Inland Valley project was “business as usual” for her Call Center Team. “We have provided overflow member support for more than a dozen conversion projects over the past eighteen months,” says Gessner, “and we were pleased that the Inland Valley team asked us to assist. Using our team to provide member service calls for the first week or two gives the IVFCU staff a chance to focus on the lobby traffic and learn new tools. Besides, our agents love to tell members about It’s Me 247 Online Banking tools and even step them through their first log-in.”

IVFCU converted to the CU*BASE core data processing solution from Spokane, Washington-based CUSO CU*Northwest, Inc. The core solution includes the CUSO’s It’s Me 247 online banking application.