Beginning March 12, 2026, we are implementing an important update to our member services procedure designed to enhance service quality, strengthen data security and ensure continued compliance with industry standards.

Recording of Inbound Calls

All inbound calls received by our Member Service Representatives (MSRs) will now be recorded for quality assurance and training purposes.

Call recording allows us to:

• Improve the consistency and accuracy of information provided
• Enhance ongoing training and coaching
• Ensure we continue delivering exceptional member experiences

Our goal is simple: improve service quality and member satisfaction.

Credit Card Payments Through IVR

To better protect your financial information, all credit card payments must now be processed through our secure Interactive Voice Response (IVR) system rather than directly by an MSR.

This change is necessary to remain compliant with PCI DSS (Payment Card Industry Data Security Standard) requirements, which prohibit the storage or recording of sensitive cardholder data. By routing payments through the IVR system, we help safeguard your information and maintain the highest security standards.

Why This Matters

These updates allow us to:

• Protect sensitive financial information
• Maintain PCI compliance
• Strengthen service quality through enhanced training
• Free up MSRs to focus on more meaningful member interactions and complex service needs

We appreciate your cooperation as we continue working to provide secure, efficient, and high-quality service to all our members.