P1FCU Strengthens Security and Member Experience with IllumaSHIELD™ Voice Authentication

359 Views1924

P1FCU continues to lead with a commitment to member security and service innovation across its expanding network. With more than 123,000 members and $2 billion in assets, the credit union has implemented IllumaSHIELD™ Voice Security—a next-generation voice authentication solution designed to reduce fraud, accelerate verification, and make every call faster, safer, and more personal.

A Smarter Way to Protect Members

Powered by Illuma’s proprietary AudioPrint™ technology, IllumaSHIELD™ Voice Security recognizes each member’s unique voice within seconds during natural conversation. This passive, AI-driven approach prevents social engineering and impersonation fraud—stopping threats like callers posing as members before they reach an agent.

“We were seeing an increasing number of fraud cases,” said Kari Murillo, Vice President of Product Management at P1FCU. “Illuma gave us confidence that we could stay ahead of fraudsters while speeding up the authentication process.”

Faster Calls, Stronger Security

By replacing knowledge-based questions with voice authentication, P1FCU has dramatically reduced average authentication time by 85%. Members no longer need to answer multiple security questions, making each interaction smoother and more efficient.

“Members were hesitant at first,” said Jenifer Piper, Vice President of Member Service & Sales at P1FCU, “but on their next call, they notice how quick it is—and they love not having to answer all the out-of-wallet questions.”

Agents also benefit from shorter call times and greater confidence in every verification, allowing them to focus on what matters most: helping members.

Seamless Implementation and Positive Member Response

Integration with TTEC SmartApps platform was fast and simple, requiring minimal IT effort.

“It was easier than I thought it should have been,” noted Piper. “The Illuma team was extremely responsive—you don’t see many vendors that actively ask for feedback and make improvements that quickly.”

Members quickly embraced the new experience, recognizing the added convenience and security it brings. Some transactions that previously required extra verification are now confidently completed with voice authentication.

Built for Efficiency and Ongoing Trust

Since deployment, the system has required very little maintenance and continues to operate seamlessly in the background. Members who use voice authentication tend to call more frequently and enjoy faster, more trusted service.

“It lowered handling time dramatically,” added Murillo. “It’s much easier for agents to verify members now.”

A Trusted Partnership for the Future

With over 35% of total outstanding membership registered with IllumaSHIELD in less than 2 years, P1FCU highlights the strong partnership with Illuma and expressed full confidence in recommending the solution to other financial institutions.

“Absolutely, we’d recommend it,” said Murillo. “It’s an extra layer of protection and peace of mind.” Piper added, “We’ve already recommended Illuma at conferences—it’s quick, reliable, and self-maintaining.”

Protecting Members Today—and Tomorrow

For P1FCU, IllumaSHIELD™ isn’t just about preventing today’s fraud—it’s about building long-term trust and convenience. By combining advanced security with effortless authentication, the credit union reinforces its commitment to protecting members and delivering exceptional service in every conversation.