At Rally, we are always looking to provide exceptional member experiences. One important way we do this is by reducing the time and effort our members spend when contacting our member service contact center. We have been diligently working to streamline our authentication process and provide new service options to meet members where they’re at.
In an ongoing effort to improve our member call experience, you will notice new enhancements moving forward, including a call-back feature that allows you to keep your place in line while a representative returns your call in the order it was received.
Our new authentication verification system will help verify your identity through a series of brief questions before you speak with a representative, with the option to hear your current account balances and recent transactions in real-time while waiting on hold.
Additionally, representatives will now have the ability to send SMS texts to members as an added layer of verification. Protecting your identity and reducing wait times is just another way we are working to deliver the best member experience possible.
