Spokane Valley, WA-based Numerica Credit Union has been a Cenlar and CU Servnet partner for more than a decade. Numerica, who serves over 160,000 members from Spokane, Northern Idaho, Tri-Cities and Wenatchee Valley, joined CU Servnet because a CUSO truly understands the credit union business model and the mission of “people helping people.”
“Credit unions are here to help people first. I’ve always been passionate about the credit union story and the CUSO builds on that philosophy,” said Numerica Senior Vice President of Payments and Operations Mark Fox.
There is no cost to being a partner with CU Servnet. Cenlar, through its relationship with the CUSO, absorbs the costs associated with the customization and dedicated teams providing enhanced services to the credit unions. This was definitely something that Fox and his team were impressed with when becoming a Cenlar partner.
The digital capabilities offered through CU Servnet’s mortgage susbservicing partner, Cenlar, is what Fox is very pleased with. Because of the relationship between the CUSO and Cenlar, all CU Servnet solutions are available to Cenlar credit union clients.
The member-facing website, CenNet, was launched a year ago and offers a seamless, user-friendly channel for members to self-service their mortgages. Members can easily check their statements, make a payment and retrieve documents. Fox said that Numerica is seeing a higher-than- average number of members using the online tools – something that coincided with the credit union’s own online banking initiative.
And while the website is convenient for Numerica’s members, the credit union also finds the client-based tools to be extremely efficient. Cenlar’s Case Management (CCM), which was also launched a year ago, takes the member experience to the next level by identifying, prioritizing and tracking member issues and inquiries in real-time.
“CCM delivers what you expect to get out of a ticketing system and have a record of what you need and track requests. Previously, we would just send an email to our representative and we weren’t sending a ticket ourselves. Now, we can build a ticket and document a member’s history,” said Fox.