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.

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.

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

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

Hear what our amazing clients say about UPLevel

Our core values are at the heart of all that we do. They are integrated into our daily work lives and help us to remember our clients always come first.

“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.”

Meridian Credit Union