Chartway Credit Union turns digital agility into a growth advantage

Chartway Credit Union (Chartway) operates across Virginia, Utah, and Texas with a clear mandate: compete boldly against larger institutions without their budgets, headcount, or in-house development resources.

With $3.2 billion in assets and a five-year strategic vision centered on growth and digital transformation, Chartway made a deliberate decision to treat digital not as a support channel, but as a growth engine.

The challenge: Scale capability without scaling headcount

Chartway faced a familiar but urgent tension: Member expectations were rising rapidly, driven by national institutions and fintechs offering modern, seamless mobile experiences. At the same time, fraud activity was accelerating across both digital and branch channels, increasing operational strain and threatening member trust.

Unlike larger institutions, Chartway did not have the means to build custom solutions internally or dedicate large teams for intensive fraud reviews. It needed to strengthen security, improve digital
engagement, and drive deposit and loan growth without expanding technical resources. The path forward required more than adding new tools. It required a digital architecture that could move quickly, integrate seamlessly, and produce measurable results.

Strengthening security while reducing operational strain

In 2024, when fraud activity surged, Chartway evaluated solutions and implemented Entersekt
through Q2's Innovation Studio. The objective was to improve protection without increasing friction.

After piloting Entersekt in 2024 and fully launching in 2025, the impact was immediate:

• Manual fraud review volume decreased by 40%
• Inbound fraud-related call volume declined by  25%
• False-positive transaction declines dropped by 30%

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