Increasing satisfaction with expanded payment options

Georgia United Credit Union (Georgia United), one of the largest credit unions in Georgia, knew that to increase member satisfaction it needed to modernize its payments platform. Working with ACI, Georgia United developed a platform that expands its payment capabilities to include members’ preferred ways to pay, while automating costly back-office processes.

The challenge

Previously, members with lending products were offered traditional financial institution options to repay their loans. The issues inherent in this system exposed Georgia United to late or missed
payments, confusion and calls to the call center, many hours spent by staff manually processing checks and opening envelopes, and the potential for human error. Georgia United Credit Union wanted to expand its platform of loan payment options. It needed a solution that would provide for fast and secure payments made with debit cards from other institutions.

The solution

Georgia United was committed to providing its members with a more modern payments experience—one that involved the use of debit cards from other financial institutions, as well as self-service processes to help simplify and streamline the payments process.

The new payments platform included:

• The ability to accept debit cards from outside financial institutions
• Self-service, automated payments option known as Quick Pay
• In-person, call center and online debit card processing

The results

The launch of Georgia United’s new debit card payment capabilities was met with great enthusiasm from its members. Members were quick to take advantage of the self-service options, validating Georgia United’s payments expansion strategy. Georgia United estimates that the platform will now automate more than 10,000 payments annually that were once done manually resulting in savings in both time and money.