What the agent handles
- Books advisor and loan meetings
- Explains hours and branch services
- Routes lost card reports
- Answers general product questions
- Keeps account details with staff
Legal, finance and professional
AI receptionist for credit unions
Answers member calls about hours, cards and general products, books meetings with advisors and loan officers, and keeps account-specific matters with verified staff.
CallerMy debit card got swallowed by the machine at a gas station, what do I do?
CallerI'd like to book a meeting about a car loan. Is Saturday possible?
CallerIs there a fee to order cheques? And how long do they take?
Where calls go
Member servicesLendingWealth advisorsCard servicesBranch manager
Warm transfer: When a member reports a lost card or transactions they don't recognize, the agent warm-transfers to member services so the card can be locked.
What it books
Advisor, mortgage and loan appointments
Why credit unions miss calls, and what an AI receptionist changes
Credit union branches are small teams serving a lot of members. The member service representative who answers the phone is also opening an account at the desk, helping a senior at the teller line or sitting in on a car loan meeting. Monday mornings, the day after a long weekend and the days pension and benefit deposits land are the heaviest, and members who can't get through either drive in or give up.
A RealVoice AI receptionist answers member calls for each branch from the information you give it: hours, holiday closures, ATM locations, how to order cheques and what that costs, how to register for online banking, and the general features of your chequing accounts, GICs, RRSPs and TFSAs. It books appointments with lenders, mortgage specialists and wealth advisors, asking what the meeting is about so the right person and enough time are set aside, and texts the member a confirmation.
It never looks up balances or transactions and never asks for a PIN, a password or a full card number. Anything about a specific account stays with verified staff: the agent takes the member's name and the reason and puts them through, or sends a message. A member reporting a lost card or a charge they don't recognize is warm-transferred to member services right away, and after hours is given your card-lock line. It doesn't quote loan or deposit rates; members are pointed to your posted rates or booked with an advisor.
Example call, start to finish
- CallerHi, the ATM at the Esso on Highway 7 just kept my debit card. What do I do?
- AI receptionistLet's get that card locked. I'll connect you to member services. Can I have your name first? Please don't read me your card number or PIN; they'll verify you.
- CallerGurpreet Sandhu. And while I've got you, I wanted to book something about a car loan. Is Saturday possible?
- AI receptionistYes, the Main Street branch has a lending appointment Saturday at 10:30. Shall I book it?
- CallerYes, 10:30 is good.
- AI receptionistDone, and the confirmation is on its way by text. Now I'm putting you through to member services for the card.
- AI receptionist(privately, to member services) Gurpreet Sandhu. His debit card was kept by the ATM at the Esso on Highway 7 a few minutes ago and he wants it locked. Connecting him.
After the call: Member services picks up knowing whose card was kept and where. The Saturday lending appointment is already in the RealVoice schedule with car loan noted, Mr. Sandhu has a confirmation text, and the summary and recording are saved in the portal.
How it fits your day
- Deposit days
- When pension and benefit payments land, members call about deposits and branch hours. General questions are answered, and anything about a specific account goes to staff.
- Registered plan season
- Early in the year, members want time with an advisor. The agent books those meetings and notes whether it's a contribution, a new plan or a review.
- Car and home season
- Spring brings car loan, mortgage and renewal appointments. Members book the evening or Saturday times your branches offer, with the purpose noted for the lender.
- Nights and long weekends
- Lost and stolen card calls get your card-lock line straight away, and everything else is booked or left as a message for the branch.
Your software
Today it books advisor, mortgage and loan appointments into the RealVoice schedule in the portal, keeps every call summary and recording there, and texts members a confirmation. It doesn't see member accounts. If your credit union runs Fiserv DNA, Temenos core banking or Finastra banking core, the team can set up a connection to it; custom integrations are quoted separately.
What a missed call costs
For a credit union, a missed call is more often a missed loan than a lost member. A member who wants to talk about a car loan or a mortgage renewal and can't get through will take the dealer's financing or sign with a bank. If each branch misses three lending calls a week and one of them would have become a loan, that's about fifty loans a year per branch written somewhere else, along with the deposits that follow the relationship. Use the missed-call calculator on our homepage with your own lending figures.
Questions credit unions ask
Can it check a member's balance?
No. It can't see accounts and never asks for a PIN, password or full card number. Account questions go to member services, by warm transfer or a message, where staff verify the member.
What happens with a lost or stolen card at night?
It gives the member your card-lock number right away and sends member services a message with the details for the morning.
Will it quote our rates?
No. It explains your products in general terms and points members to your posted rates or books them with an advisor.
Can it answer for several branches?
Yes. It knows each branch's hours, address and staff, and books members with the branch and person they choose.
Will long-standing members put up with an AI on the phone?
Most are glad to be answered on the first ring. Members who want a person are put through or get a callback, and the agent tells anyone who asks that it's an AI assistant.
Hear it as your own credit union's front desk
Request a free demo call and the agent will phone you, set up as a business like yours.