TUKWILA, Wash. – BECU said this morning it is the first organization to implement Next IT’s Intelligent Access Assistant, an online tool which helps members reconnect to their accounts if they forget their password and login information or are locked out.
Access Assistant works by engaging in an online conversation with members, securely establishing and authenticating their identity. It then either sends their forgotten information or automatically unlocks their account.
Access Assistant can even walk new members through enrollment applications that frequently required the assistance of a member-care representative.
"We average 100 password/username/lockout calls per day," said Howie Wu, vice president of virtual banking at the $10.6 billion credit union, formerly Boeing Employees CU. "One reason we've implemented Access Assistant is to reduce the number of these calls.” Wu said even with a reduction of 50%, BECU expects savings of more than $100,000. “And that's just an assumption based on that specific reduction, let alone the 24/7 benefits of allowing a member to actually reset, get unlocked, and reconnect to their online banking after-hours."
"Another plus," said Wu, "is now that BECU's live representatives are no longer resolving login issues, they're able to spend more time engaging with members on financial matters. It's all part of our commitment to bring high-value, personalized service to our members."
