2023 marked the first full year of operations for the StellerVista Member Solutions Center (MSC) team, and in that, they wasted no time showing us the value and potential in their service capabilities. While the introduction of a call center may initially be met with skepticism from some, we quickly saw the MSC become an indispensable new function of our credit union, especially amidst the merger integration, demonstrating its value far beyond initial anticipations.

While the goal of our MSC team, is to provide members real-time proactive service and solutions, they are also our “first-responders” so to speak for member issues. During our merger integration, specifically the transition of several thousand members to new online banking credentials, they fielded a dramatic increase of calls, peaking at about 1500 a week in November of 2023. This, up from about 250 per week, created queues and other challenges, but saved our members and staff a significant in-branch backlog.

As we’ve moved past the integration’s immediate challenges, the MSC has begun a shift back to their normal model, as well as normal wait times. The team is here to help members, no matter where they are located, conduct whatever type of banking they need, in a convenient and remote fashion. Far from being a mere convenience, it has emerged as a cornerstone of our commitment to providing accessible, high-quality banking services across all our communities. As we look forward, the MSC stands as a testament to our adaptability and dedication to serving our members’ evolving needs, and we thank the entire team for the incredible work over the past year.