Building Member-Centricity in a Digital-First World

Over the past five years, credit unions have faced a perfect tsunami of operating challenges stemming from rapid technology advancements, market volatility, thinning margins, and staffing shortages. 

These factors have reshaped the competitive landscape, with the number of members willing to switch their primary financial institution in search of better products, reduced customer friction, and convenient services at all-time highs. 

Credit unions are hitting an innovation wall but are realizing their teams don’t have to clear it alone.

Outsourced partners like VXI Global Solutions, can help address the industry’s top challenges:


Staffing Shortages

31% of credit unions are struggling to hire frontline representatives.

WIPFLI’s State of the Credit Union Industry Report (2023)

Digital Acceleration

78% of credit unions consider digital transformation the
leading priority.

WIPFLI’s State of the Credit Union Industry Report (2023)

Cost Pressures

Credit unions are 10-20% more inefficient compared to similarly sized banks. 

McKinsey & Company (2022)

Turning Challenges into Opportunities

VXI partners with leading financial service providers and credit unions to deliver exceptional customer and member experiences.

Our teams understand the current operating climate, and the growing need to support the financial well-being of members through accessible, personalized service convenience and digital-first solutions.

From challenging legacy operating models to streamlining processes and promoting automation, VXI’s operating and CX Advisory teams help credit unions gain efficiencies and compete at scale. Our service capabilities include:

Solutions for Credit Unions

  • Experience design & journey mapping
  • 24/7 contact center & global shoring solutions
  • Digital transformation
  • Agile software development
  • Risk management
  • Analytics

Member Support Services

  • Card Services
  • Account Management
  • Loan Services
  • Payment Solutions & Transfers
  • Fraud Prevention
  • Technical Support
  • Collections
  • Back Office
  • Disputes/Settlements

A transparent, secure, & people-centered approach

With over 20 years of experience supporting the financial services industry, we understand that helping members manage their finances is personal and often emotional.

Our “Passion for People” culture empowers our teams to serve with empathy – across channels.

Helping consumers apply for a loan, open a new account, or pay off debt with confidence requires a level of trust that our teams fully appreciate. It’s why we invest in securing the member experience through expert talent, a zero-trust security posture, and the highest level of industry certifications.



Financial Service Client Partnerships



Financial Service LOBs Supported



PCI - compliant locations



Experienced professionals in financial services contact center operations

Today, VXI works alongside our clients to deliver industry leading NPS scores as a trusted partner for growth and value.

VXI can help credit unions by:


Ranked #1

across all partners on NPS & Completed Contacts Per Hour (CCPH)


$380K Annual Savings

through average handle time reductions (AHT)



month-on-month KPI attainment


Legendary Starts Here

With more members gravitating to “experience leaders” over legacy brands, credit unions have a unique opportunity to chart a new course, leaning into their strongest qualities and leveraging strategic partnerships to provide a differentiated service experience.

VXI can help credit unions by:

Building on your foundation of service

Modernizing the technology stack

Deploying digital solutions & channels to compete at scale

Safeguarding & elevating the member experience

Ready to chat?

Connect with one of our domain experts to learn how VXI can help your brand.