Customer Quote

Our members’ financial health is our top priority. Enterprise A2019 and IQ Bot help us improve service, fight fraud and keep our members’ money flowing.

Kevin Landel
Senior Vice President, Innovation and Payments Strategy

Customer achievements.

Customer Achievements


Faster fulfillment


Faster loan payoff calculation


Saved annually with automated Falcon Alerts


Decrease in processing time

Patelco reduces processing time from days to minutes, delighting cardholders.

The first process automated was for 10-day loan payoffs. When a member wants to refinance or pay off an old vehicle to purchase a new one, they need to pay off the original loan. When this happens, the credit union calculates the balance due and includes any interest to determine a payoff amount that will be valid for ten days. This required working across several different systems. Employees had to look up the loan, do a calculation, then send a document to the member, and make a note in the CRM member service platform.

The manual process created a backlog of requests in the contact center, taking away time from agents to focus on handling incoming calls, and the work had to be handed off to someone else in the back office. This meant payoff letters could take up to 24-48 hours to be sent out, and even longer if the request came in over the weekend. With RPA, an employee submits a payoff request for the member in the member service platform, and the bot goes into the different systems, completes the calculation, creates a letter and sends it out, and ensures notes are up to date in the CRM. What took up to a few days and multiple handoffs is now completed in just two minutes, making same-day processing possible.

Processes automated.

  • 10-day loan payoff
  • Falcon fraud alerts

Customer overview.

Founded in 1936, Patelco is a full-service, not-for-profit established to serve the financial interests of the community. With $8B in assets, more than 380,000 members, and 6,000 shared branches nationwide, the organization is one of the largest credit unions in the United States.

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