Six capabilities, each tied to a named NWFCU problem.
Every service line below is stated with its mechanism — what we change, what we measure, and what stops a release from shipping. The migration discipline comes first, because the 2025 autopay incident makes it NWFCU's most immediate and most verifiable risk.
We treat recurring payment mandates as regulated data, not configuration. Every mandate is extracted, hashed, and reconciled one-for-one between source and target; the two platforms dual-run for a full billing cycle while a variance monitor compares expected debit count and amount against actual on day 1, 7, and 30. Any variance beyond tolerance trips a documented rollback gate before members are affected, and exception queues are staffed with named owners rather than routed to general support.
02
Digital banking experience & account opening
Addresses: Application abandonment against Commanders-scale demand, onboarding friction, self-service gaps
We instrument the existing funnel first so abandonment is measured per field, not per page, then rebuild the flow around identity orchestration — device signals, document capture, and KYC decisioning run in parallel instead of sequentially. Approved members fund instantly and land on a first-session checklist (card activation, direct deposit switch, autopay setup) that converts an opened account into a used account.
An event-driven middleware layer sits between the core and the channels, publishing normalized account, card, and transaction events. New capabilities — RTP/FedNow, aggregator connectivity, fintech partnerships, embedded small-business tooling — consume that layer instead of touching the core, moving delivery from core release windows to weekly increments.
Real-time scoring on the transaction stream drives push alerts within seconds, with in-app confirm/deny that writes directly into the case system. Members get granular card controls (channel, geography, merchant category) and digital dispute intake with status visibility, which both reduces loss and removes the highest-volume call reason. Fee and force-placed-insurance events are surfaced as in-app disclosures before they post.
We consolidate core, card, and digital events into a governed data layer, then run attrition and primacy models that flag direct-deposit loss, balance drift to external high-yield accounts, and dormancy before they compound. Outputs land as in-app next-best-action and advisor call lists — including handoffs to Northwest Financial Advisors, Northwest Title & Escrow, and NW Insurance Agency where member intent supports it.
Synthetic transaction monitoring exercises login, payment, and transfer paths continuously, so failures are detected by us rather than reported by members. Tiered managed support absorbs release-window surges, and every change ships with a runbook, rollback plan, and post-implementation review filed for board-level visibility.
Sequencing
Stability first, then growth features.
The order matters as much as the content. Fixing acquisition before fixing payment stability pours new members into a process that can still fail them quietly. So the first workstream at NWFCU is reconciliation, monitoring, and rollback discipline on NWFCU's payment and billing estate — work that is measurable in weeks and defensible to examiners.
With that foundation, the account-opening rebuild and the API layer proceed in parallel, because the second makes the first extensible. Fraud tooling and personalization follow, drawing on the same event stream. Managed operations wrap all of it so each release lands with monitoring and support already in place rather than added after an incident.
