How Securityplus FCU Turned Automation into Growth with Voice AI

For Securityplus Federal Credit Union, great member service has always been the foundation of growth. But as call volumes increased and member expectations rose, the team realized that delivering personal, high-quality support required something new: a way to free staff from repetitive calls and refocus them on meaningful member engagement.

From routine calls to real conversations

The credit union’s legacy IVR system was scheduled for decommission and the leadership saw both an urgency and an opportunity. Instead of merely replacing it with another menu-based system, the team envisioned a smarter, more intuitive solution that could respond to members naturally while freeing staff to focus on higher-value interactions.

“We knew our IVR had to be replaced. But this was also a chance to rethink how we serve members, and Voice AI was the natural solution.”
  – Jeff Gehris, COO, Securityplus Federal Credit Union

The goal was ambitious: modernize the contact center, improve member satisfaction, and create operational efficiency, all while maintaining the human touch that defines the credit union experience.

When Securityplus introduced interface.ai’s Voice AI Agent, the goal went far beyond operational efficiency. The credit union wanted to redesign how its contact center worked – and how employees could spend their time.

The impact of Voice AI was immediate and transformative. With over 84% of calls now automated, members get quick, accurate answers for simple inquiries, while staff focus on the moments that matter most.

“Automating routine calls gives our team more time to help the members who really need extra support – and help them quickly.”
— Jeff Gehris, COO, Securityplus Federal Credit Union

That shift has transformed both the member and employee experience. Staff are no longer tied up with password resets or balance questions; instead, they can focus on relationship building, financial education, and personalized service that deepens loyalty.

Turning time into growth

Freed from repetitive work, Securityplus employees now have the capacity to focus on revenue-generating conversations – from helping with loan applications to introducing new products that align with members’ needs.

This reallocation of time and focus has directly fueled:

• 6% membership growth (2022–2025)
• Gains in both accounts per member and loans per member
• Higher member satisfaction and employee fulfillment

“AI hasn’t led us to cut staff – we repurposed their time toward what matters most. Our team is more fulfilled, our members are happier, and the credit union is growing as a result.”
— Jeff Gehris, COO, Securityplus Federal Credit Union

The wrap-up

By shifting time from transactions to meaningful interactions, Securityplus has created a model where automation and empathy work hand in hand. The result: a contact center that doesn’t just handle calls more efficiently – it drives measurable growth in membership, relationships, and revenue.

Read the full story on how Securityplus Federal Credit Union built an AI-powered contact center that grows both member value and business performance.