BECU's member account lockouts once caused frustrations and numerous dial-ins to the credit union's call center.
Each time a member forgot his or her online banking password and became locked out as a result, the member had two choices: call BECU's customer service line which was open only from 7 a.m. to 7 p.m. Monday through Friday and 9 a.m. to 1 p.m. on Saturday or visit a branch to gain access, unless he or she had previously enrolled in the credit union's password reset service.
The call center at the $10.6 billion credit union in Tukwila, Wash., averaged 100 account access-related calls per day during business hours, said Howie Wu, vice president of virtual banking at BECU. At an average cost to the credit union of $6 per call, they carried a hefty price tag of around $600 per day.
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Natasha Chilingerian
Natasha Chilingerian has been immersed in the credit union industry for over a decade. She first joined CU Times in 2011 as a freelance writer, and following a two-year hiatus from 2013-2015, during which time she served as a communications specialist for Xceed Financial Credit Union (now Kinecta Federal Credit Union), she re-joined the CU Times team full-time as managing editor. She was promoted to executive editor in 2019. In the earlier days of her career, Chilingerian focused on news and lifestyle journalism, serving as a writer and editor for numerous regional publications in Oregon, Louisiana, South Carolina and the San Francisco Bay Area. In addition, she holds experience in marketing copywriting for companies in the finance and technology space. At CU Times, she covers People and Community news, cybersecurity, fintech partnerships, marketing, workplace culture, leadership, DEI, branch strategies, digital banking and more. She currently works remotely and splits her time between Southern California and Portland, Ore.
