CUSTOMER VOICES
Our North Stars
Our customer stories do more than inspire – they carve the way for a financial future where everyone has access to financial capital anytime, anywhere.
“Everybody knows how to use their cell phone. Having the ability to text someone and offer assistance has been a game changer. We can send them a link to our loan extension request via Text to get the conversation flowing.”
Leticia Amado
VP of Collections
“We’ve done a great job of keeping our delinquency rate low, but without the ability to text our members, that number would’ve gone up.”
Sean Manion
VP of Lending
“Our journey towards digital transformation led us to Eltropy’s AI chat solutions, and we’re starting to see remarkable results. What sets Eltropy apart is not just their technology but also their dedication to understanding the credit union industry and their commitment to community financial institutions like ours. They continue to evolve, and that’s why we consider them a long-term partner, including for AI.”
Brad Shafton
Senior Vice President, IT and Digital
“Voice+ will make a big difference in how we serve our members. Our agents can now use voice alongside text, video, co-browsing, and AI help. This means we can solve problems faster and better, all in one place. It’s a real improvement for our members.”
Howie Meller
President and CEO
“We are able to see our customers over video and capture a driverʼs license. We’re able to mitigate impersonations that would have occurred via phone. So, any time we need a deeper verification of some kind, we move the conversation over to the video banking technology. Itʼs a good customer experience, and weʼre still able to assist them, but it also helps us reduce potential fraud”
Alex Masse
Executive Vice President, Chief of Operations and Innovation
“Being on the Eltropy platform makes my heart happy. We sleep well at night knowing our agents are using secure text.”
Jeff Sanders
Vice President of IT
“Text communication or meeting a member on their most comfortable channel of communication is key to a successful lending relationship. Switching over to texting from emails and calling has been amazing. We are completing some loan applications in as little as 10 minutes.”
Kristen Shambro
Assistant VP of Operations
“What Eltropy is doing with its Unified Conversations Platform will only magnify and highlight all the other technology enhancements that we’re currently making for our members across all departments of the organization. In the end, we’re improving our financial and communications technology to help our employees first, so they can in turn help our members have a better banking experience.”
Carter Pope
CEO
“People who never responded before are responding now. It’s like we’ve suddenly started speaking their language, and they’re actually listening. It’s amazing. In my 20 years in the credit union industry, this is the most game-changing innovation I’ve seen.”
Art Sookazian
Vice President of Collections and Risk Management
“The adoption by the members has been quick and successful as we immediately started getting text messages on a variety of issues, including inquiries about obtaining a loan.”
Jason Ford
President/CEO
“We are able to see our customers over video and capture a driverʼs license. We’re able to mitigate impersonations that would have occurred via phone. So, any time we need a deeper verification of some kind, we move the conversation over to the video banking technology. Itʼs a good customer experience, and we’re still able to assist them, but it also helps us reduce potential fraud.”
Alex Masse
Executive Vice President, Chief of Operations and Innovation
“Text communication or meeting a member on their most comfortable channel of communication is key to a successful lending relationship. We are completing some loan applications in as little as 10 minutes. Nobody can hold a candle to what Eltropy has.”
Kristen Shambro
Assistant VP of Operations
“As soon as we started using Text with Eltropy, we saw an immediate difference in our response rates. We have such high volumes of collections, and the bottom line is that people are more likely to respond to Text.”
Leticia Amado
VP of Collections
“Through our video banking team, we run about 2000 to 3000 video calls per month. We are constantly on calls with engaging with our members from where they need to be.”
Chasmine McIntosh
Vice President of Digital Banking
“In one year on the Eltropy platform, Video Banking became our top channel for account and loan originations. Since we require non-branch wires to be verified over Video Banking, our number of incidents of fraudsters impersonating our members has decreased to zero.”
Ron Winter
CTO
“Texting as a method of communication has been very effective not only in the late-stage collection but also reaching some of our members in the earlier stages of collections. We are very satisfied with this process.”
Bert Jones
Collections Manager
“It has actually cut down quite a bit of lag time in between the members waiting for their documents and wondering where they sent it and when it is happening.”
Stephanie Dulaney
Director of Loan Operations
“Email is becoming archaic in lending. To stay relevant today, you have to have text messaging capabilities. Without Eltropy, we would be struggling to meet our members’ expectations for modern communication.”
Tony Sanches
VP of Lending
“The ability for our customers to connect with subject matter experts – who are centrally located – is a win-win for customers and for us”
Alex Masse
Executive Vice President, Chief of Operations and Innovation
“Using Eltropy texting for our Collections and Recovery departments, we’re collecting way more than ever before in our history. By sending delinquent payment reminders via text messaging with payment links, we had a record-breaking collections year in 2021, collecting $48.3 million and recovering $9.9 million in principal from charged-off loans, and we continue to see these positive results year after year.”
Lisa Weinstein
VP of Member Relationship Product Management
“Our lead generation for loans is stronger than it’s ever been before. We process 1200 more digital leads per month ever since. In fact, we’ve had to expand and build out two teams to meet the increasing demand.”
Robert Blake
VP of Digital Marketing
“Our members who would never pick up our collection’s calls opened up their hearts on Text. I continue to be blown away with how effective Text Messaging is for loss mitigation.”
Shawn Spratte
Senior VP of Loss Mitigation and Communication Center
“Some collectors don’t like change. But as soon as they started using it, they realized how helpful Texting can be. It’s an easier way to communicate. And the collectors are happy that they can actually make contact with people.”
Leticia Amado
VP of Collections
“Eltropy has been a great partner in helping us come up with solutions. The entire Eltropy team was vested in making sure we were successful. Ithink that’s also the benefit of working with smaller firms who are engaged and really believers in their solution and whatthey’re selling. The moment we sent outthe first campaign, we started taking payments right away. It was just amazing. The receptivity from the member base was automatic. It’s not embarrassing… [members] just click here,they execute the transaction, 1-2-3, and it’s done. Our collections manager has been amazed.When you see the numbers out ofthe gate in the first month, you realize how much of a difference it makes. Eltropy allows us to handle the low-hanging fruit while our team focuses on more complex transactions.”
Anthony Mero
CEO
“We were inundated with loan applications…we weren’t making contact with approved applicants for 30 days. Now were able to get to those applications far more efficiently with Eltropy’s auto reminders.”
Mary Burruel
Credit Union Efficiencies Manager
“Pandemic or not, 70% of our members said they plan to never come back to a branch for their banking needs. Eltropy helped us digitally connect members with branch, lending, collection, and contact center associates using one singular solution across all channels. We evaluated many of the top vendors in this market, and only Eltropy could deliver what we were looking to provide.”
Kent Lugrand
President and CEO
“Having the speed or the ability to have a quick conversation with our members really takes our operations to the next level. Most of us are not waiting around for email. Texts are what people are checking. It was really the next evolution for us as a credit union to move forward with our technology journey.”
Ken Barr
Director of Marketing
“We had a customer in Ireland that needed to conduct a wire transfer – and these are transactions that we don’t want to do via an email or phone call – but we were able to migrate that over to a video call and execute the wire virtually. This helped turn a roadblock into a memorable customer experience.”
Alex Masse
Executive Vice President, Chief of Operations and Innovation
“In one year on the Eltropy platform, Video Banking became our top channel for account and loan originations. Since we require non-branch wires to be verified over Video Banking, our number of incidents of fraudsters impersonating our members has decreased to zero.”
Ron Winter
CTO
“Eltropy is a great partnership for Sharetec because it allows our Credit Unions the power to connect with their members and stay competitive in a world where quick service is so important. This platform is easy to use and comes with so many benefits: workflows, automations, compliance and security all in one.”
Carrie Heck
Senior Account Executive
“MeridianLink and Eltropy coming together under one platform is like having your right hand and left hand working at the same speed, on the same page, in the same book. It was our top priority at Natco to make this integration successful and Eltropy made it really simple.”
Kimberley Davis
Director of Sales and Service
“We saw roughly a 20% decrease in calls almost right out of the gate, and by the time we got Ruth into digital banking, it was significant.”
Jill Schaffler
SVP of Enterprise Applications
“Introducing the Eltropy system to our E-Services team who do all our online account opening, collections team, and now our contact center, has really helped our operations. Texting is the way people communicate in today’s world. It’s fast, it’s efficient, it’s easy.”
Mary Burruel
Credit Union Efficiencies Manager
“Texting has been a great asset during this time when we have employees working from home. The members have been very responsive and feel safe sharing information because of the verification feature.”
Donna Berringer
President
“The ability for our customers to connect with subject matter experts – who are centrally located – is a win-win for customers and for us.”
Alex Masse
Executive Vice President, Chief of Operations and Innovation
“The efficiency is just phenomenal. Now it takes 10 seconds to analyze and look at a message rather than getting the call, listening to the voicemail, calling back, and possibly getting another voicemail if they’re sleeping.”
Tiffany Stephens
Talent Acquisition and Employee Relations Manager
“With Eltropy, we’ve discovered just how much our credit union can do. We’ve found services we didn’t even know we had, and we’re training our teams to do new things. It’s really expanding what we can offer our members.”
Joshua Paredes
VP of Member Experience
“With Eltropy, we were able to offer our members convenience and access to be able to do banking when they want to do their banking, not when we want them to do their banking.”
Carmen Sanchez
Vice President of Virtual Delivery
“After using Eltropy Texting for five years, we’ve been slowly turning on each of the features over the past year. We’ve been doing In-Branch Video for about seven months and started using Eltropy’s Appointment Management and Chat for about nine months now. And we started using bank from anywhere just recently. So far it’s been fantastic.”
Melissa Wrycha
Chief Experience Officer
“We saw a significant drop in routine calls, allowing our associates to focus on deeper, more meaningful conversations with members instead of handling basic self-service inquiries.”
Brandy Roy
VP of Information Technology
“People rely on Text Messages for instant connectivity. Embracing Eltropy was a natural progression for us as a credit union, allowing us to advance confidently on our technology journey.”
Ken Barr
Director of Marketing
“The Eltropy platform itself has really helped us have that next level of communication with our members. Having the speed and the ability to have a quick conversation with our members takes our operations to the next level.”
Ken Barr
Director of Marketing
“It’s really been a lifeline for our branches, especially during Covid when it was a struggle to keep branches open. Since then we’ve even found that more and more members prefer doing business with us this way!”
Jeremy Deamer
Branch Technology & Innovation Manager
“Bringing in Video Banking has proven immensely successful in not only reducing wait times at our busiest branches but also efficiently addressing staffing needs at our remote locations.”
Jeremy Deamer
Branch Technology & Innovation Manager
“The Friday SMS reminder is where we see the most payments. Members often tell us it’s convenient for them to getthe reminder right before the weekend.”
Cynthia Moreno
Collections Officer
“The way MeridianLink and Eltropy work together has been remarkable. We’re seeing loan officers close deals faster because they can text right from within the loan file. When a member needs to submit additional documentation or sign something, our team can send a quick text and often get a response within minutes rather than days. The efficiency gains have been incredible.”
Tony Sanches
VP of Lending
“Within three months of implementing Eltropy, we saw a huge drop in delinquencies. When I saw the numbers, I almost couldn’t believe it. It was mind-blowing – We knew we made the right choice.”
Katie Bendyk
Director of eServices & Payment Solutions
“The moment we sent out the first campaign, we started taking payments right away. It was just amazing. The receptivity from the member base was automatic. It’s not embarrassing… [members] just click here, they execute the transaction, 1-2-3, and it’s done.
Our collections manager has been amazed. When you see the numbers out of the gate in the first month, you realize how much of a difference it makes. Eltropy allows us to handle the low-hanging fruit while our team focuses on more complex transactions.”
Anthony Mero
CEO
“We scaled our outreach as delinquencies increased, without having to add new staff. That’s been crucial to keeping us efficient.”
Lilly Megias
COO
“The Friday text reminder is where we see the most payments. Members often tell us it’s convenient for them to get the reminder right before the weekend.”
Cynthia Moreno
Collections Officer
“The biggest thing for the members is that we’re using a channel that they like. In this new generation, everything is with the smartphone. It’s so much easier for them to respond with a text message than with a phone call. We’re not looking back, we’re looking forward with Eltropy.“
Robert Hein
Member Solutions Manager
“Everybody knows how to use their cell phone. Having the ability to text someone and offer assistance has been a game changer. We can send them a link to our loan extension request via Text to get the conversation flowing.”
Leticia Amado
VP of Collections
“The integration between Eltropy and Origence has been a game changer for the communication process between SunWest CU and our valued members. Having utilized both platforms independently prior to this integration, I can attest to the exceptional quality they bring to the table. This seamless integration now offers enhanced efficiency and a unified approach, aligning with our strategic objectives.”
Joshua Sanchez
Lending Director
“Being able to use the system in the same way across departments—whether it’s lending, collections, or the contact center—has been a game changer. Everybody absolutely loves the system. It’s very intuitive and easy to use.”
Nik Dokic
Business Analyst/Project Manager
“Being able to use the system in the same way across departments—whether it’s lending, collections, or the contact center—has been a game changer. Everybody absolutely loves the system. It’s very intuitive and easy to use.”
Nik Dokic
Business Analyst/Project Manager
“Within three months of implementing Eltropy, we saw a huge drop in delinquencies. When I saw the numbers, I almost couldn’t believe it. It was mind-blowing – We knew we made the right choice.”
Katie Bendyk
Director of eServices & Payment Solutions
“The moment we sent out the first campaign, we started taking payments right away. It was just amazing. The receptivity from the member base was automatic. It’s not embarrassing… [members] just click here, they execute the transaction, 1-2-3, and it’s done.
Our collections manager has been amazed. When you see the numbers out of the gate in the first month, you realize how much of a difference it makes. Eltropy allows us to handle the low-hanging fruit while our team focuses on more complex transactions.”
Anthony Mero
CEO
“We scaled our outreach as delinquencies increased, without having to add new staff. That’s been crucial to keeping us efficient.”
Lilly Megias
COO
“The Friday text reminder is where we see the most payments. Members often tell us it’s convenient for them to get the reminder right before the weekend.”
Cynthia Moreno
Collections Officer
“The biggest thing for the members is that we’re using a channel that they like. In this new generation, everything is with the smartphone. It’s so much easier for them to respond with a text message than with a phone call. We’re not looking back, we’re looking forward with Eltropy.“
Robert Hein
Member Solutions Manager
“People who never responded before are responding now. It’s like we’ve suddenly started speaking their language, and they’re actually listening. It’s amazing. In my 20 years in the credit union industry, this is the most game-changing innovation I’ve seen.”
Art Sookazian
Vice President of Collections and Risk Management
“Introducing the Eltropy system to our E-Services team who do all our online account opening, collections team, and now our contact center, has really helped our operations. Texting is the way people communicate in today’s world. It’s fast, it’s efficient, it’s easy.”
Mary Burruel
Credit Union Efficiencies Manager
“MeridianLink and Eltropy coming together under one platform is like having your right hand and left hand working at the same speed, on the same page, in the same book. It was our top priority at Natco to make this integration successful and Eltropy made it really simple.”
Kimberley Davis
Director of Sales and Service
“The integration between Eltropy and Origence has been a game changer for the communication process between SunWest CU and our valued members. Having utilized both platforms independently prior to this integration, I can attest to the exceptional quality they bring to the table. This seamless integration now offers enhanced efficiency and a unified approach, aligning with our strategic objectives.”
Joshua Sanchez
Lending Director
“Pandemic or not, 70% of our members said they plan to never come back to a branch for their banking needs. Eltropy helped us digitally connect members with branch, lending, collection, and contact center associates using one singular solution across all channels. We evaluated many of the top vendors in this market, and only Eltropy could deliver what we were looking to provide.”
Kent Lugrand
President and CEO
“Eltropy has been a great partner in helping us come up with solutions. The entire Eltropy team was vested in making sure we were successful. Ithink that’s also the benefit of working with smaller firms who are engaged and really believers in their solution and whatthey’re selling. The moment we sent outthe first campaign, we started taking payments right away. It was just amazing. The receptivity from the member base was automatic. It’s not embarrassing… [members] just click here,they execute the transaction, 1-2-3, and it’s done. Our collections manager has been amazed.When you see the numbers out ofthe gate in the first month, you realize how much of a difference it makes. Eltropy allows us to handle the low-hanging fruit while our team focuses on more complex transactions.”
Anthony Mero
CEO
“The Friday SMS reminder is where we see the most payments. Members often tell us it’s convenient for them to getthe reminder right before the weekend.”
Cynthia Moreno
Collections Officer
“Using Eltropy texting for our Collections and Recovery departments, we’re collecting way more than ever before in our history. By sending delinquent payment reminders via text messaging with payment links, we had a record-breaking collections year in 2021, collecting $48.3 million and recovering $9.9 million in principal from charged-off loans, and we continue to see these positive results year after year.”
Lisa Weinstein
VP of Member Relationship Product Management
“Our members who would never pick up our collection’s calls opened up their hearts on Text. I continue to be blown away with how effective Text Messaging is for loss mitigation.”
Shawn Spratte
Senior VP of Loss Mitigation and Communication Center
“Some collectors don’t like change. But as soon as they started using it, they realized how helpful Texting can be. It’s an easier way to communicate. And the collectors are happy that they can actually make contact with people.”
Leticia Amado
VP of Collections
“As soon as we started using Text with Eltropy, we saw an immediate difference in our response rates. We have such high volumes of collections, and the bottom line is that people are more likely to respond to Text.”
Leticia Amado
VP of Collections
“We’ve done a great job of keeping our delinquency rate low, but without the ability to text our members, that number would’ve gone up.”
Sean Manion
VP of Lending
“Everybody knows how to use their cell phone. Having the ability to text someone and offer assistance has been a game changer. We can send them a link to our loan extension request via Text to get the conversation flowing.”
Leticia Amado
VP of Collections
“Texting as a method of communication has been very effective not only in the late-stage collection but also reaching some of our members in the earlier stages of collections. We are very satisfied with this process.”
Bert Jones
Collections Manager
“Being on the Eltropy platform makes my heart happy. We sleep well at night knowing our agents are using secure text.”
Jeff Sanders
Vice President of IT
“Bringing in Video Banking has proven immensely successful in not only reducing wait times at our busiest branches but also efficiently addressing staffing needs at our remote locations.”
Jeremy Deamer
Branch Technology & Innovation Manager
“It’s really been a lifeline for our branches, especially during Covid when it was a struggle to keep branches open. Since then we’ve even found that more and more members prefer doing business with us this way!”
Jeremy Deamer
Branch Technology & Innovation Manager
“After using Eltropy Texting for five years, we’ve been slowly turning on each of the features over the past year. We’ve been doing In-Branch Video for about seven months and started using Eltropy’s Appointment Management and Chat for about nine months now. And we started using bank from anywhere just recently. So far it’s been fantastic.”
Melissa Wrycha
Chief Experience Officer
“With Eltropy, we were able to offer our members convenience and access to be able to do banking when they want to do their banking, not when we want them to do their banking.”
Carmen Sanchez
Vice President of Virtual Delivery
“With Eltropy, we’ve discovered just how much our credit union can do. We’ve found services we didn’t even know we had, and we’re training our teams to do new things. It’s really expanding what we can offer our members.”
Joshua Paredes
VP of Member Experience
“The ability for our customers to connect with subject matter experts – who are centrally located – is a win-win for customers and for us.”
Alex Masse
Executive Vice President, Chief of Operations and Innovation
“Introducing the Eltropy system to our E-Services team who do all our online account opening, collections team, and now our contact center, has really helped our operations. Texting is the way people communicate in today’s world. It’s fast, it’s efficient, it’s easy.”
Mary Burruel
Credit Union Efficiencies Manager
“We had a customer in Ireland that needed to conduct a wire transfer – and these are transactions that we don’t want to do via an email or phone call – but we were able to migrate that over to a video call and execute the wire virtually. This helped turn a roadblock into a memorable customer experience.”
Alex Masse
Executive Vice President, Chief of Operations and Innovation
“Pandemic or not, 70% of our members said they plan to never come back to a branch for their banking needs. Eltropy helped us digitally connect members with branch, lending, collection, and contact center associates using one singular solution across all channels. We evaluated many of the top vendors in this market, and only Eltropy could deliver what we were looking to provide.”
Kent Lugrand
President and CEO
“Through our video banking team, we run about 2000 to 3000 video calls per month. We are constantly on calls with engaging with our members from where they need to be.”
Chasmine McIntosh
Vice President of Digital Banking
“We are able to see our customers over video and capture a driverʼs license. We’re able to mitigate impersonations that would have occurred via phone. So, any time we need a deeper verification of some kind, we move the conversation over to the video banking technology. Itʼs a good customer experience, and we’re still able to assist them, but it also helps us reduce potential fraud.”
Alex Masse
Executive Vice President, Chief of Operations and Innovation
“Being able to use the system in the same way across departments—whether it’s lending, collections, or the contact center—has been a game changer. Everybody absolutely loves the system. It’s very intuitive and easy to use.”
Nik Dokic
Business Analyst/Project Manager
“Introducing the Eltropy system to our E-Services team who do all our online account opening, collections team, and now our contact center, has really helped our operations. Texting is the way people communicate in today’s world. It’s fast, it’s efficient, it’s easy.”
Mary Burruel
Credit Union Efficiencies Manager
“We saw a significant drop in routine calls, allowing our associates to focus on deeper, more meaningful conversations with members instead of handling basic self-service inquiries.”
Brandy Roy
VP of Information Technology
“We saw roughly a 20% decrease in calls almost right out of the gate, and by the time we got Ruth into digital banking, it was significant.”
Jill Schaffler
SVP of Enterprise Applications
“Eltropy is a great partnership for Sharetec because it allows our Credit Unions the power to connect with their members and stay competitive in a world where quick service is so important. This platform is easy to use and comes with so many benefits: workflows, automations, compliance and security all in one.”
Carrie Heck
Senior Account Executive
“Pandemic or not, 70% of our members said they plan to never come back to a branch for their banking needs. Eltropy helped us digitally connect members with branch, lending, collection, and contact center associates using one singular solution across all channels. We evaluated many of the top vendors in this market, and only Eltropy could deliver what we were looking to provide.”
Kent Lugrand
President and CEO
“Voice+ will make a big difference in how we serve our members. Our agents can now use voice alongside text, video, co-browsing, and AI help. This means we can solve problems faster and better, all in one place. It’s a real improvement for our members.”
Howie Meller
President and CEO
“What Eltropy is doing with its Unified Conversations Platform will only magnify and highlight all the other technology enhancements that we’re currently making for our members across all departments of the organization. In the end, we’re improving our financial and communications technology to help our employees first, so they can in turn help our members have a better banking experience.”
Carter Pope
CEO
“Our journey towards digital transformation led us to Eltropy’s AI chat solutions, and we’re starting to see remarkable results. What sets Eltropy apart is not just their technology but also their dedication to understanding the credit union industry and their commitment to community financial institutions like ours. They continue to evolve, and that’s why we consider them a long-term partner, including for AI.”
Brad Shafton
Senior Vice President, IT and Digital
“Text communication or meeting a member on their most comfortable channel of communication is key to a successful lending relationship. Switching over to texting from emails and calling has been amazing. We are completing some loan applications in as little as 10 minutes.”
Kristen Shambro
Assistant VP of Operations
“Everybody knows how to use their cell phone. Having the ability to text someone and offer assistance has been a game changer. We can send them a link to our loan extension request via Text to get the conversation flowing.”
Leticia Amado
VP of Collections
“The adoption by the members has been quick and successful as we immediately started getting text messages on a variety of issues, including inquiries about obtaining a loan.”
Jason Ford
President/CEO
“Text communication or meeting a member on their most comfortable channel of communication is key to a successful lending relationship. We are completing some loan applications in as little as 10 minutes. Nobody can hold a candle to what Eltropy has.”
Kristen Shambro
Assistant VP of Operations
“It has actually cut down quite a bit of lag time in between the members waiting for their documents and wondering where they sent it and when it is happening.”
Stephanie Dulaney
Director of Loan Operations
“We were inundated with loan applications…we weren’t making contact with approved applicants for 30 days. Now were able to get to those applications far more efficiently with Eltropy’s auto reminders.”
Mary Burruel
Credit Union Efficiencies Manager
“Our lead generation for loans is stronger than it’s ever been before. We process 1200 more digital leads per month ever since. In fact, we’ve had to expand and build out two teams to meet the increasing demand.”
Robert Blake
VP of Digital Marketing
“Having the speed or the ability to have a quick conversation with our members really takes our operations to the next level. Most of us are not waiting around for email. Texts are what people are checking. It was really the next evolution for us as a credit union to move forward with our technology journey.”
Ken Barr
Director of Marketing
“The integration between Eltropy and Origence has been a game changer for the communication process between SunWest CU and our valued members. Having utilized both platforms independently prior to this integration, I can attest to the exceptional quality they bring to the table. This seamless integration now offers enhanced efficiency and a unified approach, aligning with our strategic objectives.”
Joshua Sanchez
Lending Director
“MeridianLink and Eltropy coming together under one platform is like having your right hand and left hand working at the same speed, on the same page, in the same book. It was our top priority at Natco to make this integration successful and Eltropy made it really simple.”
Kimberley Davis
Director of Sales and Service
“The way MeridianLink and Eltropy work together has been remarkable. We’re seeing loan officers close deals faster because they can text right from within the loan file. When a member needs to submit additional documentation or sign something, our team can send a quick text and often get a response within minutes rather than days. The efficiency gains have been incredible.”
Tony Sanches
VP of Lending
“Email is becoming archaic in lending. To stay relevant today, you have to have text messaging capabilities. Without Eltropy, we would be struggling to meet our members’ expectations for modern communication.”
Tony Sanches
VP of Lending
“The Eltropy platform itself has really helped us have that next level of communication with our members. Having the speed and the ability to have a quick conversation with our members takes our operations to the next level.”
Ken Barr
Director of Marketing
“People rely on Text Messages for instant connectivity. Embracing Eltropy was a natural progression for us as a credit union, allowing us to advance confidently on our technology journey.”
Ken Barr
Director of Marketing
“Being able to use the system in the same way across departments—whether it’s lending, collections, or the contact center—has been a game changer. Everybody absolutely loves the system. It’s very intuitive and easy to use.”
Nik Dokic
Business Analyst/Project Manager
“Texting has been a great asset during this time when we have employees working from home. The members have been very responsive and feel safe sharing information because of the verification feature.”
Donna Berringer
President
“We had a customer in Ireland that needed to conduct a wire transfer – and these are transactions that we don’t want to do via an email or phone call – but we were able to migrate that over to a video call and execute the wire virtually. This helped turn a roadblock into a memorable customer experience.”
Alex Masse
Executive Vice President, Chief of Operations and Innovation
“In one year on the Eltropy platform, Video Banking became our top channel for account and loan originations. Since we require non-branch wires to be verified over Video Banking, our number of incidents of fraudsters impersonating our members has decreased to zero.”
Ron Winter
CTO
“We are able to see our customers over video and capture a driverʼs license. We’re able to mitigate impersonations that would have occurred via phone. So, any time we need a deeper verification of some kind, we move the conversation over to the video banking technology. Itʼs a good customer experience, and we’re still able to assist them, but it also helps us reduce potential fraud.”
Alex Masse
Executive Vice President, Chief of Operations and Innovation
“Using Eltropy texting for our Collections and Recovery departments, we’re collecting way more than ever before in our history. By sending delinquent payment reminders via text messaging with payment links, we had a record-breaking collections year in 2021, collecting $48.3 million and recovering $9.9 million in principal from charged-off loans, and we continue to see these positive results year after year.”
Lisa Weinstein
VP of Member Relationship Product Management
“Eltropy has been a great partner in helping us come up with solutions. The entire Eltropy team was vested in making sure we were successful. Ithink that’s also the benefit of working with smaller firms who are engaged and really believers in their solution and whatthey’re selling. The moment we sent outthe first campaign, we started taking payments right away. It was just amazing. The receptivity from the member base was automatic. It’s not embarrassing… [members] just click here,they execute the transaction, 1-2-3, and it’s done. Our collections manager has been amazed.When you see the numbers out ofthe gate in the first month, you realize how much of a difference it makes. Eltropy allows us to handle the low-hanging fruit while our team focuses on more complex transactions.”
Anthony Mero
CEO
“Having the speed or the ability to have a quick conversation with our members really takes our operations to the next level. Most of us are not waiting around for email. Texts are what people are checking. It was really the next evolution for us as a credit union to move forward with our technology journey.”
Ken Barr
Director of Marketing
“The efficiency is just phenomenal. Now it takes 10 seconds to analyze and look at a message rather than getting the call, listening to the voicemail, calling back, and possibly getting another voicemail if they’re sleeping.”
Tiffany Stephens
Talent Acquisition and Employee Relations Manager
“Being able to use the system in the same way across departments—whether it’s lending, collections, or the contact center—has been a game changer. Everybody absolutely loves the system. It’s very intuitive and easy to use.”
