Tucson FCU Improves Security and Cuts Caller Verification by More Than 75 Seconds

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As fraud attempts against contact centers continued to increase, Tucson Federal Credit Union needed a better way to verify callers without forcing legitimate members through lengthy security questions. The credit union sought a solution that could strengthen fraud protection while creating a faster, more seamless experience for both members and employees.

After evaluating multiple voice authentication and identity verification solutions, Tucson FCU selected IllumaSHIELD™ Voice Security because it was purpose-built to secure voice interactions within the contact center. Approximately one year after deployment, more than 25% of the credit union’s membership is enrolled, 86% of callers are authenticated using passive voice authentication, and caller verification time has been reduced by more than 75 seconds per authenticated call.

Results at a Glance

• Reduced caller verification time by more than 75 seconds per authenticated call
• Authenticates 86% of callers using passive voice authentication
• Achieved strong agent adoption
• High Risk Alerts blocked account takeovers before unauthorized access was granted
• Deployed IllumaSHIELD™ Voice Security across the Digital Engagement Center (DEC) and Digital Member Advocate (DMA) teams

Modernizing Authentication Without Complicating the Experience

Before implementing IllumaSHIELD™, Tucson FCU authenticated callers using a traditional three-step verification process. Members were required to provide personal information and answer account-specific questions before agents could assist them.

While the process provided a level of identity assurance, it created friction for members and limited the time agents could spend providing meaningful financial guidance.

As Heidi Bailey, Director of Virtual Experience at Tucson FCU, said, “We were getting hit with a lot of fraud attempts. We were looking for fraud mitigation, but also a way we could make the member and employee experience less like an interrogation.” 

Tucson FCU wanted a solution that would strengthen security while creating a more modern, seamless experience for both members and employees.

Choosing a Solution Built for the Voice Channel

Tucson FCU evaluated multiple voice authentication and identity verification technologies before selecting IllumaSHIELD™ Voice Security.

While evaluating other vendors offering non-voice authentication capabilities, the team recognized that its most immediate need was protecting and improving interactions within the contact center.

“When we looked at our actual use case, we really needed something that was more focused on the phone. It better fit our use case,” Bailey said.

That focus on securing voice interactions made IllumaSHIELD™ Voice Security the right fit for the organization.

A Smooth, Collaborative Implementation

The implementation process was straightforward and collaborative.

Working closely with Illuma’s implementation team, Tucson FCU integrated the IllumaSHIELD™ Voice Security platform into its existing contact center environment and quickly prepared employees for rollout.

Bailey described the implementation as “quick and painless,” adding, “Everybody knew what everybody was doing. It was very smooth.” 

According to Taunia Olson, Tucson FCU’s Digital Engagement Manager, “It was easy. There wasn’t a lot to do. Trey from Illuma helped us coordinate everything. Super easy.” 

The straightforward implementation allowed Tucson FCU to begin realizing operational benefits almost immediately.

Today, IllumaSHIELD™ Voice Security is deployed across Tucson FCU’s Digital Engagement Center and Digital Member Advocate teams, helping modernize caller authentication across the credit union’s primary voice channels.

High Member Adoption Through a Simple Enrollment Experience

Rather than positioning enrollment as a complicated opt-in process, Tucson FCU adopted an assumptive enrollment approach with clear disclosures.

Agents simply inform members that a secure Voice ID will be created during the call, providing an additional layer of security while eliminating the need for repetitive security questions during future interactions.

The enrollment strategy has produced strong results:

• Nine out of ten members enroll when offered passive voice authentication
• More than 25% of Tucson FCU’s total membership is enrolled in the first year
• Only approximately 2% of members decline enrollment

According to the team, most members respond positively and appreciate the additional security and convenience IllumaSHIELD™ provides.

More Time Helping Members

Before implementing IllumaSHIELD™, authenticating a caller typically took well over a minute. With IllumaSHIELD™, callers are passively authenticated during the natural conversation reducing the overall verification process by more than 75 seconds per authenticated call.

The time saved allows agents to spend less time asking repetitive security questions and more time helping members with their financial needs.

As Bailey explained, “We wanted to free up that time so we could use it in a more beneficial way.” She added, “Taking that burden off the employees gave them the opportunity to focus on cross-servicing. We’ve seen credit card applications and funding, so we’re seeing the financial benefit—not just the time and ease benefit.”

By replacing traditional knowledge-based authentication with passive voice authentication, Tucson FCU has improved operational efficiency while creating more opportunities for meaningful member conversations and business growth.

Strengthening Fraud Protection

Improving efficiency was only one part of Tucson FCU’s objective. Strengthening fraud prevention was equally important.

In addition to IllumaSHIELD’s core voice authentication capability,  Tucson FCU has also leveraged Illuma’s Social Engineering Risk Scoring Engine. High Risk Alerts have helped employees recognize suspicious callers and determine when additional verification should be performed before account access is granted.

After implementing IllumaSHIELD™, Tucson FCU identified fraudsters attempting to impersonate legitimate members over the phone. High Risk Alerts enabled employees to quickly recognize the threat, coordinate with the credit union’s risk team, and require video verification before account access was granted.

The layered approach provides employees with additional intelligence and greater confidence when handling potentially fraudulent interactions.

A Trusted Partnership

Beyond the technology, Tucson FCU credits Illuma’s collaborative approach as an important part of the project’s success.

Throughout implementation and beyond, Illuma’s team worked closely with Tucson FCU, accommodating the credit union’s operating schedule, providing training resources, and delivering ongoing reporting, support, and product updates.

Bailey summarized the relationship: “It’s done exactly what we needed it to do. A lot of times, you get sold the fancy, shiny version, and that’s not necessarily what happens when you get started. We haven’t had even one glimpse of that. It’s been a solid relationship. It’s a solid product.”

When asked whether she would recommend Illuma, her answer was immediate: “I would absolutely recommend Illuma.”

Delivering Faster, More Secure Member Experiences

By combining passive voice authentication with intelligent fraud detection, IllumaSHIELD™ Voice Security has helped Tucson Federal Credit Union modernize caller authentication while improving operational efficiency, strengthening fraud prevention, and creating a faster, more secure experience for both members and employees.

With more than 25% of members enrolled in the first year alone, 86% of callers authenticated using passive voice authentication, and more than 75 seconds saved per authenticated call, Tucson FCU demonstrates how Voice Security helps financial institutions strengthen security, improve operational efficiency, and deliver faster, more seamless member experiences—while eliminating friction for legitimate callers.

About Tucson Federal Credit Union

Founded in 1937, Tucson Federal Credit Union is a member-owned financial cooperative serving Southern Arizona. TFCU offers a range of financial products—including savings, loans, coaching, and contact center support—underpinned by a commitment to convenience, community, and member empowerment. The credit union is currently enhancing multiple branches and expanding its footprint in the region. Visit tucsonfcu.com for more.