Special Report, Part I: Technology Best Practices

Debit debacle leads CU to a homegrown solution.

October 29, 2010
KEYWORDS credit , staff , technology
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Even highly customizable software applications sometimes require the development of tools the vendor forgot to include.

Envision Credit Union, Tallahassee, Fla., used its internal knowledge base and the skills of staff members to address a vendor deficiency that could have proved disastrous.

The $220 million asset credit union jokes that its approach was similar to that taken by the Little Red Hen of the beloved children’s tale. When working with others who were unwilling or unable to offer the help she needed, the Little Red Hen fell back on a tried-and-true response: “Then I’ll do it myself.”

Envision’s creative, do-it-yourself solution won a 2010 CUNA Technology Council Best Practices Award in the miscellaneous category.

A massive problem

Subscribe to Credit Union MagazineEnvision’s problems began when the credit union changed vendors for debit/personal identification number (PIN) processing.

The credit union quickly learned that the pre-conversion process was inadequate to prepare for post-conversion issues as reconciliation problems occurred on a massive scale.

The electronic funds transfer (EFT) department was at a loss as it pondered options for reconciling internal member accounting systems with activity reports from its new debit/PIN solution.

Envision’s internal information technology (IT) group, its core processor, and its accounting staff pitched in to examine the problem. The vendor also shared its expertise.

Yet the inability to properly balance member accounts remained a problem at the end of every day. Anxiety levels rose as days turned into weeks.

Next: An overwhelming task

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