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PSCU Financial offers holistic member-support approach

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ST. PETERSBURG, Fla. (10/29/09)--PSCU Financial Services is offering a holistic approach to member support through its Total Member Care solution. The cooperative reported a 40% increase in member-service related call volume at its contact centers during the last two months. The cooperative has 250 credit unions that outsource calls to Total Member Care representatives. The representatives handle account inquiries, balance transfers, password resets, loan applications, new member enrollment, account initiation and other topics. Member Care staff also can boost revenue through collections, outbound calling campaigns and cross-selling additional financial services Total Member Care also offers advanced scripting models to help anticipate and address members’ concerns. Total Member Care builds an online database for each credit union’s products, policies, procedures, locations, events, promotions and other services. The information is readily accessible to contact center representatives. Thirty-three of the credit unions using the contact centers have more than $1 billion in assets. The centers handle 16 million calls a year for 1,300 financial institutions. PSCU Financial Services is a credit union service organization based in St. Petersburg, Fla.

Minnesota network CUDL enter into marketing agreement

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ONTARIO, Calif. (10/29/09)--The Minnesota Credit Union Network (MnCUN) has entered into a marketing agreement with CUDL, an indirect auto lending network for credit unions. The two will market CUDL’s auto lending products and services to credit unions in Minnesota. The partnership includes marketing CUDL’s AutoSMART vehicle research website and program; the DecisionManager product; and CUDL risk management tools. The goal of the partnership is to improve credit union member loan penetration in Minnesota, the companies said in a release. CUDL, based in Ontario, Calif., services more than 700 credit unions and 9,000 dealerships nationwide.

Diebold launches ValiTech security for ATMs

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NORTH CANTON, Ohio (10/29/09)--ATM manufacturer Diebold has released ValiTech, a two-factor authentication technology that uses a secure USB device to identify and authorize technicians who service ATMs. Attacks against ATMs and customer transaction data are becoming increasingly sophisticated, so authenticating all users at the self-service channel is growing more critical by the day for financial institutions, Diebold said. Prior to ValiTech, Diebold service technicians had to secure a temporary password, provided by the financial institution, each time they had to access the system level of the ATM. This practice holds true for any service technician accessing an institution's ATM, requiring multiple calls and generating numerous temporary passwords, Diebold said. ValiTech links each authorized technician to a USB hardware device, using a digital certificate. Access is further controlled through a personal identification number or pass phrase, set by and known only to the technician, which ties the technician to the digital certificate and the USB device. Through ValiTech, the ATM can identify the authorized Diebold associate accessing the system and grant restricted authorization to the unit’s system functions based on the technician’s role and status. ValiTech then creates an audit trail documenting each time a technician is granted access and recording all menu activities executed during the service call.