Customer Service Introduction

This introduction comes directly from our own portal, where we help employees understand each department's role at CU*Answers. Here, we share the same information with you that we share with our employees.

Barb Cooper

Vice President Client Services

Thanks for visiting the CSR Web Page. It is our belief that if we are to develop and succeed, we must exceed our clients' expectations. The foundation of all positive progress and future accomplishments is based upon respect and appreciation of each client. I am extremely proud of each member on our team as we fulfill this belief.

Currently there are six telephone support staff that take an average of 1700 calls per month from 7:30 a.m. to 8:00 p.m. EST with a CSR on-call 24 hours, 7 days a week. These calls ask for help with the software, report fixes, request enhancements and provide help with new service implementation. Our team represents many collective years of credit union experience. We are happy to share these talents to optimize our clients use of CU*BASE.

Each in-coming call is logged into a Help-Desk database. We review this data to clue us in on possible training efforts needed at their site, possible areas for improvement of the software and over-all call volume. Clients can also view their own credit union log through a CU*BASE Menu option. This helps them monitor their interaction with CU*Answers.

Not only do we wait for clients to call us, but we stay One Step Ahead with CU*Answers initiated contacts with each credit union. The goal of this effort is to make sure client perception of our service exceeds their expectations. This effort recurs at least every 60 days.

We participate in new client conversions and installations, training for FREE CU*Answers University classes and testing of new software. Quarterly issues of our CU&A Newsletter provide tips and tricks of the software as well as completed improvements.

On top of all that, our efforts require a large knowledge base of industry regulations, credit union structure and technical aspects of the delivery of all IT services. We work closely with Programming, Systems, Operations and the Product Team to insure that clients are satisfied. Internal education and client education is key.

We hope our smiles are contagious and our passion for exceptional client service helps you become a successful member of the CU*Answers team.

When Barb is not providing exceptional Client Service for CU*Answers, she volunteers at Frederick Meijer Gardens during winter weather. In the warm months, she performs a multitude of nautical tasks on her 32-foot sailboat, SOUTH PAW, with duties ranging from taking the helm and man-over-board rescues to bartending and enjoying sunsets with the auto-pilot switched to "ON".

Customer Service Introduction

Barb Cooper

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