VIRGINIA BEACH, Va.–Chartway FCU here has selected PSCU for credit and debit card processing, as well as contact center services. The $2.2-billion Chartway FCU has approximately 190,000 members. Chartway FCU said it chose PSCU following a comprehensive review process, saying it was seeking a partner that would strengthen the member experience and help deliver industry-leading solutions to its members.
Earlier this year, PSCU transitioned Chartway FCU’s contact center services to the CUSO’s contact center services platform.
“The partnership has already helped Chartway FCU begin to revitalize its member services and accelerate the credit union’s efforts toward a more desirable and modernized member experience,” PSCU said.
PSCU added that as its systems are fully integrated with many of the systems Chartway uses, the CUSO has been able to assist more members from start to finish, as well as significantly reduce call-back requests and wait times within the first few months of service.
“Delivering a desirable member experience is our number-one priority, and debit and credit offerings are a primary driver of experience and overall satisfaction for members,” said Melissa Cade, SVP of Member Solutions Services at Chartway FCU. “During the evaluation process, we carefully and strategically pursued partners who had a reputation for seamless card processing, a demonstrated commitment to product innovation and an unwavering focus on delivering a reliable member experience. PSCU had all three of these capabilities and a reputation in the credit union space for operational excellence. We are very excited about the partnership with PSCU and what lies ahead for Chartway members.”
This fall, the two organizations said the card conversion process will begin. As part of the credit transition, Chartway will provide contactless credit cards to its members through its partnership with PSCU, making transactions faster and more convenient. Debit card conversion will follow, allowing Chartway FCU to provide members with improved service levels and advanced fraud monitoring systems to reduce losses with the help of PSCU, the CUSO said.
‘A Natural Fit’
“We are pleased to welcome Chartway FCU to the PSCU cooperative,” said Scott Wagner, EVP and Chief Revenue Officer at PSCU. “Our shared commitment of delivering an unparalleled member experience has made this partnership a natural fit. We look forward to working alongside Chartway FCU to provide its members with a more modern experience through PSCU’s comprehensive payments solutions and contact center support.”