Case Study: Baxter Credit Union collects $1.1M+ in past‑due payments and avoids new hires with ACI Worldwide's Virtual Collection Agent

How BCU Collected More Than $1 Million in PastDue Payments

Baxter Credit Union (BCU), a top‑100 credit union serving over 340,000 members, faced rising delinquency volumes from rapid member growth and needed a scalable, non‑confrontational, online/mobile self‑service option that would integrate with their existing collections platform. To address this, BCU partnered with ACI Worldwide and selected the ACI Virtual Collection Agent (part of ACI Speedpay) to provide alternative channels for members to arrange payments.

ACI Worldwide implemented ACI Virtual Collection Agent and integrated it with BCU’s online banking and collections systems, adding SSO, trigger‑based email/SMS outreach, and personalized payment offers by delinquency stage. As a result of ACI Worldwide’s solution, BCU collected more than $1.1 million in past‑due payments in the past year and avoided hiring additional staff while maintaining consistent, compliant member interactions.

Baxter Credit Union

Eric Goscicki

Senior Manager, Digital Product Management