Alliant receives award for outstanding performance
January 12, 2010 | Alliant Credit Union
Alliant Credit Union was recently selected as the winner of a "2009 Best Practices Award", recognizing the credit union's outstanding performance in merger integration, announced Alliant President & CEO David W. Mooney. The award was presented by the Credit Union Journal, a national trade publication.
"Alliant received this honor based on our highly successful integration of Kaiperm Federal Credit Union of Oakland, California," said Mr. Mooney, after learning of the award from Credit Union Journal Publisher Frank Diekmann. According to Mr. Diekmann, there were more than 100 nominations for the 2009 Best Practices Awards.
Alliant, America's seventh largest credit union in assets ($6.9 billion), acquired Kaiperm in late 2008. The purchase and assumption (P&A) brought 17,000 new members to Alliant, many of whom had immediate questions about their accounts and their credit union. In fact, in the first week there were 70% more calls than usual, including 4,000 the first day, according to Rosanne Hoogenboom, head of Human Resources at Alliant.
To help prepare for the high number of phone calls, Alliant created an online product cross-reference tool that helped achieve high service levels with the new members. The tool enabled the call center to match-up financial products these new members had at Kaiperm with accounts they would now have with Alliant. "This capability was extremely helpful during the transition, since Kaiperm products differed significantly from ours," explained Ms. Hoogenboom. "Our call center staff members were confident, armed with the information they needed to manage the calls. In fact, the information was mostly just a mouse click or two away. The lack of complaints from our new members from Kaiperm and the many positive comments from Alliant's call center staff let us know the transition was going smoothly," Ms. Hoogenboom added.
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