Member Care

UPLevel is trusted by many leading credit unions to deliver member care and contact programs.
Let’s co-create an innovative and inspiring member experience.

explore all member services

UPLevel has been proudly serving credit unions across Canada for nearly 5 decades.

Industry-leading net promoter scores (NPS) and decades long relationships with clients speak to our service-focused culture and commitment to protecting your brand reputation at all times.

Higher first call resolution rates

Superior conversion

Batch leading recoveries and cure percentages

Industry leading NPS scores

Our NPS exceeds

our competitors’

by more than

50%

We offer exceptional member care

UPLevel has created a solid solution to support the Credit Union brand and enhance opportunities to serve and build relationships with members.

Outbound member contacts

Outbound member contacts for credit card conversions, activations, member welcome or campaign calls as required.

Offline administrative support

Processing all insurance confirmations, cancellations and renewal documentation received from members and insurance companies, completing follow ups with members to ensure proper insurance coverage is in place.

Legal Account management

Legal account management; power of sale coordination with law firms; consumer proposal and bankruptcy processing.

Playbook creation

Playbook creation to support internal teams’ processes and knowledge while going through transitions and succession planning.

Member care services include:

Credit Union Remote Branch

In addition to Financial Care solutions which can be customized for Credit Unions, we offer Remote Branch solutions including telephone reception and twelve-hour member access to technical and general support. As a remote extension of your team, we deliver an excellent member experience through voice and digital communication channels, creating a responsive inbound contact center solution.

check Out our financial care solutions

Credit Union Help Desk

UPLevel seamlessly delivers knowledgeable, effective and prompt help desk support remotely on your behalf while you focus on your core business. Help desk solutions are fully customizable to suit your specific business needs. Our team takes the time to listen and truly understand member concerns, and triage and escalate them according to required expertise and urgency.

Here’s how we support your members and your team:

Password resets and user support

Online banking support

Account balance and status inquiries

New member web orientation

Tier 1 support and ticket triage

Front line user communication

Outage monitoring and escalation

23 languages available to assist new users

Credit Union Member Support

A focused member service culture sets UPLevel apart with proven net promoter scores(NPS) that exceed our competitors by more than 50% for national clients. UPLevel’s long term relationships with many leading credit unions are evidence of our superior member service and commitment to protecting your brand and reputation at all times.

UPLevel is trusted by many credit unions coast-to-coast to deliver first party member care and member contact programs with proven results:

Higher first call resolution rates

Superior conversion

Batch leading recoveries and cure percentages

Industry leading NPS scores

Have questions? Contact Us Today

Insurance

Maintaining insurance confirmations for your secured loan products takes time away from where you need your team most: focused on member experience.

We are happy to customize a package that simplifies maintenance and follow up of insurance confirmations. We assist in any of the insurance confirmation functions:

Receive and image all insurance documentation

Track in banking system and database

Member outreach

Insurance broker outreach

Follow up as required to confirm insurance details

Get a Proposal now. No commitment is required

"We are a big fan of UPLevel and the excellent relationship we have developed over the years. I believe both companies worked very well in integrating UPLevel into our new collection department structure. UPLevel staff was easy to work with throughout the process which helped us get to a successful launch."

FirstOntario Credit Union

"UPLevel creates an excellent Member experience for us handling all of our virtual visitors with care and professionalism. From IT Help Desk support to Member telephone inquiries of all kinds, UPLevel treats our members like their own – promoting our brand and helping us create a culture that differentiates us and creates loyalty. Our Board, staff and our members have remarked on the friendly and capable member care they receive through our new arrangement. We recommend UPLevel to any Credit Union – their call center support is truly exceptional."

The Energy Credit Union

"We would like to express our congratulations and best wishes to the UPLevel employees servicing our program. We are thankful for your efforts and your ongoing support."

Collabria Financial

"UPLevel has been an important part of our Member Experience for a few years now and we are very pleased with the way they treat our Members like their own. The team at UPLevel is professional and takes the time to listen to our members, and have developed an excellent rapport with them - they are an extension to our family."

The Energy Credit Union

"Meridian CU has proudly partnered with the team at UPLevel for more than a decade now! The team at UPLevel is fantastic to work with and has always provided great support… we truly value the relationship we have with UPLevel and the strong core values that our organizations share in treating individuals with respect."

Meridian Credit Union

“UPLevel’s professionalism and helpfulness has been exceptional, with everyone at UPLevel always ready and willing to jump in and assist wherever possible. UPLevel’s standard for service excellence has been outstanding.”

Coast Capital Savings Federal Credit Union

“UPLevel has been extremely professional, accommodating, flexible, friendly and willing to meet our needs.”

FirstOntario Credit Union

“UPLevel creates an excellent member experience handling all of our virtual visitors with care and professionalism. UPLevel treats our members like their own - promoting our brand and helping us create a culture that differentiates us and creates loyalty. We recommend UPLevel to any Credit Union - their call center support is truly exceptional.”

The Energy Credit Union Limited

“They exemplify everything that a partner brings to the table. The team led by Tracey Ivanyshyn are true professionals who provide exceptional service. Tracey and her team treat our clients as if they were their own and provide a seamless service.”

Alterna Savings & Credit Union

“Your genuine desire to treat our members with integrity and respect makes UPLevel a true Brand Partner.”