Following the aftermath of hurricanes Harvey and Irma, six credit unions in Texas and Florida worked with West Michigan-based CUSO, Xtend, to execute on their disaster recovery plans for bookkeeping, contact center, and outbound communications. Xtend provided inbound recovery and continuity support by taking inbound member service and loan calls while their partner credit unions were either without power or receiving increased volumes due to the impact of the storms.

In addition to inbound call support, Xtend assisted credit unions by sending email communications to members relaying information such as available resources for those impacted by the storms. The Xtend team of back office bookkeepers processed current client or engaged stand-in clients’ daily bookkeeping.

While some credit unions engaged Xtend’s stand-in services specifically for hurricane relief, others already utilize the firm’s contact center, back office   and outbound communication teams on a daily basis, which meant no interrupted back office servicing.

“We were watching the storms very closely, along with the rest of the country,” said Liz Winninger, Xtend CEO. “We knew there would be credit unions who were going to need assistance not only during the storms, but for weeks to come. The team was committed to being a resource for our partners and their members during a time of need; that is just who they are.”