Golden 1 Credit Union Maintains Member Satisfaction During Digital Banking Conversion with Velera Contact Center

Summary: When Golden 1 Credit Union launched a major digital banking conversion, it partnered with Velera's Contact Center and Steady Momentum+ service model to support members through the transition. Velera helped the credit union manage more than 130,000 calls during the seven-week rollout, extending service capacity and providing specialized support for enrollment, login and navigation questions. Despite extraordinary call volume, Golden 1 maintained its 4.9 out of 5 member satisfaction score before, during and after the conversion, preserving member trust while modernizing the digital banking experience.