Wescom Credit Union’s Dave Cerwinski, Wescom Resources Group President, and Joseph Pellissery, SVP Technology
& Chief Information Officer, were recently featured on a podcast from Wipfli titled, “How to leverage data
to improve the customer experience.” Click here to listen to the podcast directly or visit Spotify, Apple
podcast, Google podcast, or any other podcasting app to hear how data helps financial institutions
understand their members’ needs to increase engagement.
Joseph was also recently featured in an article from Credit Union Times
titled, “Member Experience Matters.” See the below excerpt that explains how our commitment to providing
personalized and innovative service in every interaction has shaped our services.
In 2021, the credit union became the official banking partner of the UCLA
Alumni Association and introduced two new credit cards for alumni, current students and staff.
Wescom leaders realized that after marketing their new credit cards, many
consumers might not apply for them after being made aware that they would first need to become a member
of the credit union. As anyone can imagine, Wescom Chief Information Officer Joseph Pellissery noted,
when it comes to using digital banking tools, there is not much patience for longer-than-necessary
digital interactions among millennials and Gen Zers.
“What we have done as part of that process is that we have delivered a credit
card application that is combined with the membership application,” Pellissery said. “So, it’s a
one-stop shop. If you’re approved for the credit card, you’re automatically approved for membership. So
in that one application you get a funded card that you can upload to your digital wallet and start using
it immediately before the physical card arrives in the mail.”
Wescom also initially funds the share account until the new member later
provides the additional funding required for that account. The credit union also has extended this one
application experience to personal loans and plans to roll it out before the end of the year for auto
loans.
“The whole objective is to make it fast, make it easy — anyone can complete
this application process within five minutes,” he said.
