Wellby Financial Transforms Member Experience and Reduces Fraud with IllumaSHIELD™

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Since 1961, Wellby Financial has served the employees and families of NASA’s Johnson Space Center and has grown into one of Houston’s largest credit unions, with more than 132,300 members and $2.7 billion in assets. This growth reflects the organization’s commitment to helping members achieve their financial goals while embracing industry advancements.

To further enhance their member experience, Wellby Financial sought a solution to improve member verification efficiency and strengthen fraud prevention measures. On September 14, 2024, they launched IllumaSHIELD™, a voice authentication solution that analyzes vocal characteristics to reduce fraud and shorten call center handling times, ultimately boosting operational efficiency.

The Challenges: Fraud Prevention Measures Causing Member Dissatisfaction and Operational Inefficiencies

Fraud is a widespread issue that affects every financial institution. Brent Nelson, Vice President of Virtual Communication Center at Wellby Financial, explained, “Fraud isn’t just an inconvenience — it’s a threat to our members’ financial security. Member verification is a critical part of preventing that threat, but it became so cumbersome that some members hesitated to call us, feeling that accessing their accounts was becoming an unnecessary ordeal. We never want to create that experience. However, with our responsibility to protect members from fraud, we were compelled to enhance our verification measures to keep them safe.”

Brent Nelson, Vice President of Virtual Communication Center at Wellby Financial

Before enhancing its verification process with IllumaSHIELD™,, Wellby Financial relied on traditional methods such as passwords, text message codes, and security questions to confirm member identities.. These methods often led to lengthy call times and frustrated members, as they found the process tedious and time-consuming. Meanwhile, employees were stretched thin trying to balance security measures with delivering a positive experience.

“Before Illuma, our verification process was not efficient. Asking more detailed questions only led to member and employee frustration. It was clear that our efforts to strengthen security were unintentionally creating barriers for the very people we are  trying to protect.”, said Tammy Jackson, Onboarding Advisor for the Virtual Communication Center at Wellby Financial.

Tammy Jackson, Onboarding Advisor for the Virtual Communication Center at Wellby Financial

The Solution: IllumaSHIELD™ Frictionless Voice Authentication

To address these challenges, Wellby Financial turned to IllumaSHIELD™, a cutting-edge voice authentication technology. IllumaSHIELD™ uses advanced voice biometrics to analyze unique vocal characteristics, creating an AudioPrint™ for each caller. This technology automatically verifies members during natural conversation, eliminating the need for passwords or security questions and making the verification process seamless and fast.

Implementation

Integrating IllumaSHIELD™ into Wellby Financial’s center was simple and efficient. The cloud-based solution required minimal IT resources. The implementation process involved training agents on how to use the technology, with the system displaying a member’s verification status directly on the agent’s screen for quick access. The smooth integration ensured minimal disruption to daily operations.

“Implementation was remarkably easy – especially with Glia. We had Illuma set up for testing in about 15 minutes and migrated it to production in under five. It’s one of the most straightforward, low-maintenance deployments I’ve experienced,” said Eric Palmer, Manager of the Project Management Office at Wellby Financial.

Eric Palmer, Manager of the Project Management Office at Wellby Financial

Results

The impact of IllumaSHIELD™ was apparent:

• Stronger Fraud Prevention: By using voice biometrics, Wellby Financial strengthened its security measures, drastically reducing the potential for fraudulent activity.
• Enhanced Member Experience: Members enjoyed a faster, hassle-free authentication process, significantly improving satisfaction and reducing call frustration.
• Increased Operational Efficiency: With faster verification, agents could spend more time addressing member needs rather than managing lengthy security checks, optimizing call center productivity.

“One of the biggest surprises was how rapidly our members embraced the technology and how quickly we saw ROI. We expected a gradual ramp-up, but members immediately shared positive feedback, saved time, and recognized Glia’s value from day one,” said Palmer.

Performance Improvements in Action

• 95% reduction in time to verify members.
• 7 out of 10 Wellby members choose to enroll in IllumaSHIELD™  when offered.
• In just six months, Wellby enrolled over 22,000 members—more than 16% of its total membership.
• Wellby has deployed IllumaSHIELD™ across their Contact Center and eBranch teams, with agents using it in 88% of all interactions.
• Reduction in employee attrition.

“While this technology enhancement has helped mitigate fraud and risk for our members,enhancing the employee experience has been a valuable bonus. In the past, fraud incidents led to performance issues. With Illuma, we’re effectively safeguarding both members and employees—reducing risk for everyone and relieving burnout through efficient and effective verifications.” said Nelson.

IllumaSHIELD™ is the voice authentication leader

By adopting IllumaSHIELD™, Wellby Financial successfully transformed its member verification process, providing a smooth, secure, and efficient experience for both members and employees. The partnership highlights Wellby Financial’s commitment to staying ahead of industry trends while prioritizing the safety and satisfaction of its members and employees.

“Illuma sets the tone for the conversation. When members call, their accounts are already primed and voice verification completes before they finish saying hello. With identity confirmed instantly, we can dive straight into helping—eliminating the frustration of endless security questions and delivering a truly seamless experience,” said Jackson.

About Wellby Financial

Wellby Financial is an award-winning, nationally ranked, member-owned credit union proudly serving Greater Houston. Wellby was originally established in 1961 to serve the employees and families of NASA Johnson Space Center. We have grown into one of the largest credit unions in Houston, serving more than 132,300 members with 22 branches and more than $2.7 billion in assets.

Wellby is ranked one of America’s Best Credit Unions by Newsweek and the Best Overall Among Banks and Credit Unions in Texas by Money.com. Additionally, Wellby is a USA TODAY and Houston Chronicle Top Workplace and additionally received a Culture Excellence Award for Employee Appreciation.

Membership is open to those who live or work in the City of Houston or any city within Galveston County, are an immediate family member of an existing Wellby Financial member, work for a company or organization that partners with Wellby Financial, or join the American Consumer Council (ACC), a non-profit dedicated to consumer education and financial literacy. For more information, visit wellbyfinancial.com. Federally insured by NCUA. Equal Housing Lender. Equal Opportunity Employer.