Philadelphia-based credit union increases revenue and reduces expenses with First Data products and service

TruMark Financial® Credit Union certainly isn’t the largest financial

institution in the Philadelphia area, but that doesn’t keep First Data

from delivering first-rate consultative service and products.

“We’re treated as if we’re a much larger institution,” says TruMark

Financial Chief Operations Officer Dave Obarowski. “It’s definitely

a partnership.”

First Data’s consultative, personal approach has contributed to

measurable business benefits for TruMark Financial, including a

seven percent increase in ATM transactions, a 16 percent increase in

revenues and a 24 percent decrease in expenses. Implementation

of First Data’s Fraud Risk Identification Service (FRIS) has led to a

reduction in debit fraud and enhanced member confidence. And

TruMark Financial continues to rely on First Data to keep it on top of

ever-changing regulatory requirements.

ClientTruMark Financial Credit Union

ChallengeTruMark Financial Credit UnionEfficiently provide a full range of services to meet increasing member demands

SolutionFirst Data/STAR consultative services and products, including STAR® Network, ATM installation and driving, STAR STATION® Web portal and Fraud Risk Identification Service (FRIS) Results7% increase in ATM transactions16% increase in ATM revenue25% decrease in ATM expenses

A FIRST DATA CUSTOMER SUCCESS STORY:

TRUMARK FINANCIAL, FIRST DATA AND STAR: “A REAL PARTNERSHIP”

firstdata.com © 2011 First Data Corporation. All rights reserved. Page 2

The ChallengeFor TruMark Financial, a $1.2 billion community-chartered credit union with 13 locations

in the Philadelphia area, the business challenge is not just about delivering the financial

services today’s demanding consumers expect and deserve. It’s often about getting

the attention of suppliers who sometimes view TruMark Financial as a small (and

insignificant) customer.

“For a lot of the vendors we deal with, most of their contact with us is by phone or e-mail,”

explains Chief Operations Officer Dave Obarowski. “We get the feeling we’re ‘small’ in

their eyes. I want to deal with a vendor that will work along with us to meet our goals.”

The SolutionFirst Data has processed all of TruMark Financial’s daily transactions for over twenty years,

and it has done it with a consultative, personal approach that has resulted in increased

revenue and reduced costs. “We’re treated as if we’re a much larger institution,” says

Obarowski. “We get personalized service from our account executive, who visits regularly.

We never get the feeling she’s trying to ‘sell’ us anything. Instead, she brings us new ideas,

allows us to make decisions and accompanies us in that decision-making process. It’s

definitely a partnership.”

First Data provides universal access for TruMark Financial members to the STAR® Network

of more than 2 million ATM and retail locations across the country. It has installed additional

ATMs as the credit union has grown from four to 13 locations, and First Data drives all

TruMark Financial’s ATMs. Obarowski uses the STAR STATION® Web portal to receive daily

transaction reports, and for balancing and fraud research. And as a genuine payments

partner, First Data continually invests in research and development to help TruMark

Financial offer its members cost-effective, industry-leading financial services.

Most recently, TruMark Financial has implemented First Data’s Fraud Risk Identification

Service (FRIS), which provides real-time scoring to help detect and block fraudulent

transactions more efficiently. “FRIS allows us to review and exclude fraudulent debit

transactions in real time,” Obarowski explains. “The end result has been a reduction in

fraud and the ability to maintain the confidence of our members.”

The ResultsObarowski credits First Data and STAR with helping TruMark Financial grow efficiently in

both size and service to its members. “In our ATM operations, for example, we’ve seen

an increase over the last three years of about seven percent in our transactions, revenue

growth of 16 percent and a 25 percent reduction in expenses through our partnership

with First Data and STAR. They’re continually bringing new products and services to us.

They consistently deliver on what they promise, from ATM installations to processing

uptime to customer service. And especially in recent times, they’ve helped keep us on top

of regulatory changes with their products and their advice. It’s really a partnership I enjoy,

and one that’s continuing to help us keep our members quite happy.”

A First Data customer success story: TruMark Financial Credit Union

71

7%growth in ATM transactions

16%Increase in ATM revenue

25%Decrease in ATM expenses

“We’re treated as if we’re a much larger institution. It’s a real partnership.”Dave Obarowski Chief Operations OfficerTruMark Financial Credit Union