Case Study: Financial Center First Credit Union boosts self-service loan payments with SWBC Payments

Financial Center First Credit Union increases self-serve loan payments 161% with SWBC

Financial Center First Credit Union, a financial institution with a significant volume of indirect loans, faced a challenge in providing a modern payment experience. Their members and indirect borrowers could only make loan payments by phone, leading to long wait times, high call volume, and operational inefficiencies for their contact center. They partnered with vendor SWBC to implement its Payments solution to address this.

SWBC's solution provided a web-based, self-service payment tool integrated into the credit union's new eServices platform. This allowed members to make secure payments from external bank accounts seamlessly. The implementation by SWBC yielded significant results: a 161% increase in transactions processed through self-service channels and a 57% increase in the total funded amount of payments processed online. This drastically reduced call volume and wait times, freeing staff to provide better service and greatly improving the member experience.

Financial Center First Credit Union