Chartway Federal Credit Union with branches in Virginia, Utah, and Texas is focused on providing an excellent experience and quality products from start to finish for their members. 

Chartway was previously utilizing a variety of outsourced systems to accomplish the delivery and digital presentment of member statements, notices, and credit card statements. These disparate systems didn’t easily synchronize within Chartway’s system, leading to challenges with reporting and additional internal coordination. Chartway knew that by streamlining this process to a single business partner, they could both reallocate funds previously associated with these extraneous systems and eliminate barriers.

“We wanted a business partner that would assist us in consolidating our systems for the betterment of our members, allowing us to provide dynamic documents that could be sent through both print and digital channels with ease,” said Regena Pearce-Lowe, Director of Application Technology at Chartway Federal Credit Union. “The need for our systems to work in a cohesive manner became of growing importance, and we were looking for a business partner who would assist us in solving that while also prioritizing the experience and safety of our members’ information to the extent that we do.” 

Solution: 

In 2019, Chartway Federal Credit Union implemented newly designed member statements, notices, and credit card statements through a clear solution provided by HC3. Chartway’s new member statements consist of front page color with managed whitespace to place targeted messaging and charts to visually display the member’s financial well-being. HELOC and LOC notices were also redesigned for an improved member experience while NSF notices were completely overhauled and changed to a double postcard format, reducing both material use and postage. Internally, all of these documents are now housed in one complete document repository. Members receive access via online banking and credit union staff can access via an internal interface, making their day-to-day operations more efficient.

“At Chartway we are very proud of the high level of service we provide our members, and when looking for a partner, we knew that they needed to prioritize those same qualities,” said Pearce-Lowe. “HC3’s ability to work with us to ensure that all statements and notices are optimized in a way we felt proud of and walk us through the implementation process was amazing. HC3 continues to lead us with these services which help keep our back-office operations streamlined.” 

By utilizing the secure postcard for NSF notices, Chartway was able to adjust their current delivery method which allowed members to experience compact and personalized notices, while also benefiting from an eco-friendly physical mail type of communication. Through the redesigned member statements and notices, members received a cohesively branded document regardless of the channel. This optimized experience reinforces the detailed service Chartway members experience in person and online.  

Results: 

As a result of partnering with HC3, Chartway has noticed a more efficient and dynamic statement and notice display as well as disbursement timeline. Chartway consolidated operational costs and created new processes for reporting. Members also gain new, easy to comprehend documents. In all, the partnership has proven successful for the credit union. 

“HC3 has showcased themselves as a partner that will grow with us, and that was such an important factor when choosing a business partner. Their flexibility and desire to maximize the output toward every aspect of business has eased a lot of processes within our branches,” said Pearce-Lowe. “There has been no difference as far as service or production from implementation to now, and that just further showcases their dedication to service. The return in regard to consolidating vendors from multiple to one is exponential, and we are thrilled to continue to grow and better serve our members with the help of HC3.”