Enhanced Telephone System

Earlier this year, we shared that there will be some exciting enhancements to our member experience taking place in 2023. This month, we plan to deliver on this commitment with an upgrade to our telephone system.

We are pleased to highlight several new features that will enhance your calling experience and save you time. On the improved system, our menus will change to help you access the correct member service representative quickly and easily. We encourage you to listen carefully when you call in as our menu options have changed. You’ll also notice new call routing options will be available in English and Spanish and estimated wait times will be given when you are placed in the queue.

The new phone system will also feature additional steps to authenticate your identity to help keep your account information secure. If you choose to authenticate your identity through the automated system, you will unlock new features such as balance information, transaction history, pending deposits, and more while you hold for a representative. This will also expedite your call when a service representative becomes available as they will be passed your member information when you connect, fulfilling the first step of validation needed to access your account information.

The switch to our new telephone system will occur on Friday, July 21^st from 2 p.m. to Monday, July 24^th at 8 a.m. Like other technology-based upgrades, we anticipate some service interruptions during the switchover. If you need to contact card services during this time regarding fraud on your account, or a lost or stolen card, we ask that you call us at 833.933.1681. For all other matters, you can contact us through secure message in Mobile and Online Banking or visit one of our branch locations.

We are confident these exciting changes will improve your experience with Credit Union West, and we invite you to share your feedback with us as you utilize the new system. Thank you for your patience during this conversion and for being a valued member of Credit Union West!