Member Service Enhancements

Businesses must continue to focus on honing the traits that set them apart from the competition: member service, ease of use, reliability, and security. SunCorp has received feedback from you, our members, in a variety of ways over the past year with regard to these areas. Through this, we realized that we had some challenges with our error resolution procedures and member service quality. For the past nine months, we have been making changes to our processes to address these concerns. The list below shows some of our efforts.

• Consolidated all toll free numbers into one: 877-SUNCORP (786-2677)
  
  
• Trained all Member Service Representatives to address incoming member service calls regarding check return, research, and adjustment services
  
  
• Tracked inbound member communications to identify member issues and concerns that affect all members so we can proactively address them
  
  
• Enhanced SunCorp’s application authentication platform for Image Connect and SunPower IP to provide credit unions the ability to manage their own user access and security settings
  
  
• Encrypted email delivery for sensitive communications
  
  
• Upgraded the Image Connect application to ensure faster and more reliable system performance
  
  
• Continued conversions of our member share draft processing with the goal of a completely image-based system
  
  
• Standardized share draft file deliveries to minimize delays beyond our 3:30 p.m. Mountain Time will allow credit unions to efficiently manage their cash positions and file posting procedures
  

We are continuing the process of implementing additional enhancements to our systems and procedures, and welcome your feedback. Please contact your Business Development Officer with any suggestions for future enhancements.

Back to SunCorp's August 2009 eNewsletter