Over the past five years, credit unions have faced a perfect tsunami of operating challenges stemming from rapid technology advancements, market volatility, thinning margins, and staffing shortages.
These factors have reshaped the competitive landscape, with the number of members willing to switch their primary financial institution in search of better products, reduced customer friction, and convenient services at all-time highs.
Building
Member-Centricity
in a Digital-First World
31% of credit unions are struggling to hire frontline representatives.
WIPFLI’s State of the Credit Union Industry Report (2023)
78% of credit unions consider digital transformation the
leading priority.
WIPFLI’s State of the Credit Union Industry Report (2023)
Credit unions are 10-20% more inefficient compared to similarly sized banks.
McKinsey & Company (2022)
With over 20 years of experience supporting the financial services industry, we understand that helping members manage their finances is personal and often emotional.
Our “Passion for People” culture empowers our teams to serve with empathy – across channels.
Helping consumers apply for a loan, open a new account, or pay off debt with confidence requires a level of trust that our teams fully appreciate. It’s why we invest in securing the member experience through expert talent, a zero-trust security posture, and the highest level of industry certifications.
Financial Service Client Partnerships
14
Financial Service LOBs Supported
24
PCI - compliant locations
15+
Experienced professionals in financial services contact center operations
4,500+
Ready to chat?
Connect with one of our domain experts to learn how VXI can help your brand.
With more members gravitating to “experience leaders” over legacy brands, credit unions have a unique opportunity to chart a new course, leaning into their strongest qualities and leveraging strategic partnerships to provide a differentiated service experience.
Our results have included:
across all partners on NPS & Completed Contacts Per Hour (CCPH)
through average handle time reductions (AHT)
month-on-month KPI attainment
Our teams understand the current operating climate, and the growing need to support the financial well-being of members through accessible, personalized service convenience and digital-first solutions.
From challenging legacy operating models to streamlining processes and promoting automation, VXI’s operating and CX Advisory teams help credit unions gain efficiencies and compete at scale. Our service capabilities include:
Solutions for Credit Unions
Member Support Services
VXI can help credit unions by:
Insights & Social Media Resources
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