Modern credit unions face a growing challenge: how to offer the speed and convenience of digital services without losing the personal, member-first approach that sets them apart from big banks. Nowhere is this balance more important than with services like Courtesy Pay, which offer financial support during critical moments in a member’s life.
When a member faces an unexpected overdraft, the way their credit union responds can either build trust or create frustration. In many institutions, the opt-in process for courtesy pay programs still involves paper forms, branch visits, or time-consuming approvals. This doesn’t align with members’ expectations for digital ease or human-centered service.
What Members Want: Simplicity and Compassion
Studies show the average consumer pays over $250 a year in overdraft fees. These charges, while sometimes necessary, can feel punitive and opaque. When handled poorly, they create a sense of alienation, especially if a member has to come into a branch to sign paperwork just to get some relief.
At the same time, credit unions have a unique opportunity to show empathy through technology. Rather than removing people from the process, automation can be used to enhance the experience, making difficult moments more manageable for members.
Courtesy Pay+: A Smarter, More Compassionate Solution
IMSI’s Courtesy Pay+ strikes the ideal balance between automation and care. This fully integrated online solution allows members to opt in to overdraft protection from the comfort of home. No forms to print, no in-branch visits, and no delays.
Here’s how Courtesy Pay+ enhances the experience for both members and staff:
- Easy opt-in through online banking
Members can authorize overdraft coverage when and where it’s convenient for them. - Staff-friendly process
Back-office teams no longer need to manage manual authorizations or paperwork. - Seamless integration
Courtesy Pay+ works with your core system and online banking platform, creating a smooth and secure member experience. - Peace of mind for members
Providing a safety net for unexpected expenses shows that the credit union understands and supports its members’ financial well-being.
Technology That Feels Human
Automating the courtesy pay process doesn’t remove the personal touch—it enhances it. By making the process easier, faster, and more transparent, credit unions show that they value their members’ time and trust.
Courtesy Pay+ is just one example of how credit unions can use technology to build relationships, not just transactions. It’s a tool that delivers efficiency while still honoring the human needs at the heart of every financial interaction.
Want to make overdraft protection easier and more member-friendly?
Talk to the IMSI team today to see how Courtesy Pay+ can support your credit union’s member experience strategy.
