Your Members' Top 3 Questions Live in Your Jack Henry Core. Is Your AI Connected to It?

Your Members' Top 3 Questions Live in Your Jack Henry Core. Is Your AI Connected to It?

Across Posh's credit union clients, the 3 questions members ask most are consistent: What's my balance? Did my transaction go through? Can I make a payment?

All three require live account data from the core. For credit unions on Jack Henry's Symitar core, that means an AI assistant needs a secure, reliable connection to Symitar to answer the questions members call about most.

This article covers what Posh's Jack Henry integration means for credit unions, and why a partner's experience on your core matters as much as the technology.

Why does AI need access to the Jack Henry core?

Without core access, an AI assistant can only answer general questions, which covers a small share of what members call about. It can handle branch hours, routing numbers, or how to reset a password. But when a member wants a balance, a transaction status, or to make a payment, the assistant has to transfer them to an agent. Containment stays low, and the expected savings don't materialize.

With a core connection, the assistant can complete those requests in the same conversation. Members can check balances, find transactions, make payments, and transfer funds without waiting for an agent. This is what agentic AI refers to: an assistant that can complete tasks on a member's behalf, in addition to answering questions. It's also where most of the return on AI comes from.

How does Posh integrate with Jack Henry Symitar?

Posh connects to Symitar through SymXchange, Jack Henry's services-based interface for core data and business rules. Posh is part of the Jack Henry Vendor Integration Program (VIP), which gives Posh direct access to Jack Henry's technical resources to build and maintain the integration.

All requests pass through a service layer that controls what can be read and written, so your data and business rules stay protected. There's no screen scraping and no custom point-to-point integration to maintain.

What this means for your team:

• Faster, more predictable implementation, because Posh uses an integration path Jack Henry supports
• Less coordination for your staff. Posh works directly with Jack Henry's technical teams and test environment, so your team isn't passing issues between two vendors
• Fewer surprises during upgrades and ongoing maintenance
• No changes to your core. Posh works with your existing Jack Henry environment

How does Posh secure AI calls with core access?

Posh secures every call with Posh Protect, a security framework built into Posh's Voice Assistant. Once an assistant can move money, the voice channel becomes a target for fraud, including account takeover and caller ID spoofing. Security has to be designed alongside core access, not added later.

Posh Protect covers four points in every call:

• Identify (before the call): Members calling from a known number are recognized automatically through caller ID, with nothing for them to do.
• Verify (during the call): Verification scales with the request. A balance check takes less than a funds transfer, which may require a one-time passcode or additional identity details.
• Defend (ongoing): SIM swap detection through mobile carriers flags a common account takeover tactic before it reaches the member's account.
• Confirm (after the call): Members get an automatic text or email after sensitive activity, so anything unauthorized is caught quickly.

Routine requests stay easy for members, and high-risk requests get more scrutiny. Posh is also SOC 2 Type II compliant.

Which Jack Henry credit unions use Posh?

Posh works with 31 credit unions on Symitar, including Hudson Valley, Citadel, Florida Credit Union, Freedom First, Pioneer Appalachia, One Nevada, and Interra. Jack Henry credit unions make up 57% of Posh's Voice Assistant clients.

That matters because an integration is only the starting point. How the assistant performs once it's live depends on decisions that come from experience: how members authenticate before accessing account data, whether account names match what members see in online banking, how calls are routed when a member asks for an agent partway through a request, and how after-hours and overflow calls are handled.

Posh has worked through those decisions with Jack Henry credit unions for years. Here are five examples.

Hudson Valley Credit Union ($8 billion in assets) used to run a touchtone phone menu where more than 80% of callers pressed zero and landed in a single queue. A balance inquiry and a loan application waited in the same line. Its Voice Assistant, Lee, now handles most balance checks and simple transfers without an agent and routes everything else across 28 specialized skills. Monthly calls reaching a live agent dropped 20%, average speed to answer fell 30%, and monthly abandon rate fell 46% on average.

Citadel Credit Union ($6.6 billion in assets) has worked with Posh since 2021. Members calling from a registered phone number authenticate with their member number and PIN before Adel, its Voice Assistant, accesses account information. Within a year of launch, Citadel reduced overflow contact center costs by 63%, from $1.5 million to $389,078, and later ended third-party after-hours support. Contact center NPS rose from 63 to 70.

Florida Credit Union ($1.9 billion in assets) replaced its end-of-life bank-by-phone system with Posh after evaluating two other conversational AI providers. Core integration was one of its key requirements. Its Voice Assistant, Flora, authenticates members and handles more than 30,000 calls a month, resolving 89% of requests without an agent. The account information Flora provides matches online banking exactly, including the names members have given their accounts. "There's a greater connection to the core," said Matthew Teoli, VP of Digital Channels.

Freedom First Credit Union ($1.2 billion in assets) replaced its telephone teller system and a third-party overflow provider with Ginny, its Posh Voice Assistant. Ginny answers roughly 910,000 calls a year and fully resolves 65% of them. Members can check balances and handle routine requests after hours, which takes significant volume off a seven-agent contact center.

Pioneer Appalachia FCU (about $225 million in assets) shows this works for smaller credit unions too. With 38 employees across five branches, Pioneer's assistant, Penny, has handled more than 380,000 calls with a 67% containment rate. The credit union reduced its call center from three people to one.

Why use an AI platform built for financial institutions?

A platform built for financial institutions comes ready for banking requests, member authentication, and regulatory expectations. General-purpose AI platforms can connect to many systems, but your team would be responsible for configuring all of that yourselves.

Posh is built only for banks and credit unions, with security and compliance as part of the platform from the start. The same platform also supports your employees. When a call goes to an agent, the Voice Assistant passes along what the member already said, and Knowledge Assistant gives staff quick, sourced answers to policy and procedure questions.

Questions to ask any AI vendor

If you're evaluating AI for your contact center or digital channels, these questions will help you compare vendors:

1. How do you connect to Jack Henry, and is it a Jack Henry-supported integration path?
2. How many Jack Henry credit unions are live with you today? Can I talk to one?
3. Which core transactions are available at launch, and which are on the roadmap?
4. How do members authenticate, and does verification change based on what they're trying to do?
5. What happens to our assistant when Jack Henry releases an upgrade?
6. Can our team update content and messaging without an IT ticket?
7. What containment rates do you see on balance, transaction, and payment requests?

Posh's answer to question two is 31.

Frequently asked questions

Does Posh integrate with Jack Henry Symitar?
Yes. Posh is part of the Jack Henry Vendor Integration Program and connects to Symitar through SymXchange.

How many credit unions on Jack Henry use Posh?
31 credit unions on Symitar use Posh.

Does Posh require changes to our core?
No. Posh works with your existing Jack Henry environment.

What can members do through a core-connected AI assistant?
Members can check balances, find transactions, make payments, and transfer funds without waiting for an agent.

Is Posh SOC 2 compliant?
Yes. Posh is SOC 2 Type II compliant.

The bottom line

The requests members make most often depend on core data. When you evaluate AI, look for a partner with a supported Jack Henry integration, a track record with credit unions like yours, and a platform built for financial institutions.

Want to see how other Jack Henry credit unions connected Posh to their core? [Talk to our team.]