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Credit union contact center employees, who are now handling more than calls, are trying to strike a balance between acting as crime scene investigators checking identities and helpful agents attempting to sustain or improve the member experience.

A progress update has been given on a credit union-backed initiative aimed at creating a global digital identity solution for CU members. Known as MyCUID, the effort is part of CULedger, which was launched in 2016 by the MountainWest Credit Union Association and which has since expanded to include CUNA, with investments in the millions of dollars from approximately 40 organizations.

John Siracusa flew to Hilton Head, South Carolina to attend the AFT Fall Summit where he interviewed prominent members of the association. AFT stands for the Association of financial Technology and its members span the gamut of traditional fintech service providers.  The purpose of the event is to bring together the leaders from the financial technology ecosystem, many of which directly compete with each other. Be sure to listen to the full interview with Julie Esser, Chief Engagement Officer at CULedger.