Case Study: Pacific Marine Credit Union saves 500 hours per month and strengthens fraud detection with Experian's Knowledge IQ and Precise ID

Credit union saves 500 hours per month in labor

Pacific Marine Credit Union (PMCU) is a member-owned, not-for-profit credit union serving marines, sailors and civilian employees since 1952, with about 73,000 members worldwide and 12 branches. PMCU struggled to identity-proof members calling about sensitive account issues: staff often required faxed ID or branch visits, which could lock members out for weeks and was impractical for a globally dispersed membership.

PMCU implemented Experian’s Knowledge IQ and Precise ID risk-based authentication, using out-of-wallet, multiple-choice challenge questions and a fraud-risk score to verify callers and reserve faxes for extreme cases. The solution is also used for online account openings, adding joint holders, and large transfers — and has saved roughly 500 labor hours per month handling about 1,000 identity-verification calls, while strengthening fraud detection and member experience.

Pacific Marine Credit Union

Kate Baker

Member Solution Center Manager