Man holding mobile device in his palm and using it on speakerphone

BECU’s Telephone Banking System Upgrade

We're transitioning to a more conversational telephone banking system that responds to your voiced questions and commands. The new system has all the same functions, but with added features and capabilities.

About the New Telephone Banking System

The upgraded telephone banking system provides responsive virtual assistant support similar to Amazon's Alexa or Apple's Siri. Features and benefits of the new system include:

  • Better understanding of natural language.
  • Ability to conduct multiple tasks conversationally without having to navigate a complex phone tree.
  • Contextual understanding of new requests based on previous requests.
  • Ability to predict what you may want to do next and offer suggestions.
  • Hands-free banking.

Check out this two-minute video created by our telephone banking service provider to see a simulation of how the new system works.

About the Transition

The move to the new system will be slow and completed in phases. We'll begin by routing 10-15% of Telephone Banking users to the new system so we can monitor their experience before gradually directing more users to it. We expect to be fully transitioned to the new system by the end of July.

What's Changing 

The new telephone banking tool provides the same functionality — like account inquiries, funds transfers and loan payments. The main difference is how you interact with the new system, which uses updated technology to understand natural speech. It is also better at answering member questions and responding to requests than the existing telephone banking tool with its heavy reliance on preprogrammed responses and touch-tone selections.

About Telephone Banking

BECU's Telephone Banking service is available to members and business members anywhere, anytime. You can use Telephone Banking to:

  • Check account balances and pending charges.
  • Make transfers between accounts.
  • Determine if outstanding checks have cleared.
  • Make loan or credit card payments.

Frequently Asked Questions

Yes, the touch-tone system remains available if you prefer not to use the voice assistant. To use the touch-tone system, press the # key at any time to hear the menu options.

The menu options are:

1 for checking accounts

2 for savings accounts

3 for credit card

4 for loans

5 for other options, and then:

  • 1 for line of credit accounts
  • 2 for money market accounts
  • 3 for CDs
  • 4 for home equity
  • 5 for mortgage

Press 0 at anytime to speak to a BECU representative.

Yes, if you need assistance at any time, just say "representative" or press 0 to be connected to a BECU employee.

Our Telephone Banking vendor is phasing out their interactive voice response (IVR) system and transitioning all customers, including BECU, to the new intelligent virtual agent (IVA).

We would love to hear about your experience with the new telephone banking system. Please share your feedback through the Send a Suggestion link and select Call Center, or you can send us a message in any of our social media channels.

BECU offers online, mobile, messaging and video banking services in addition to our network of ATMs and Neighborhood Financial Centers. Learn more about your Bank Anywhere options.