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  • 1. What is a CUSO? Views: 165
    Preview
    A CUSO is a C redit U nion S ervice O rganization that directly provides services for credit unions. These organizations can be wholly owned (owned by an individual credit union) or multi-owned (owned by more than one credit union). These organizations generally sell stock, are for profit, and are taxable entities. Both CU*Answers and Xtend are multi-owned CUSO. Xtend CUSO Extend
  • 2. How do I determine if I have a valid OFAC match? Views: 86
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    To determine if you have a valid OFAC match, follow the ‘due diligence’ steps on the Department of Treasury website at http://www.treasury.gov/about/organizational-structure/offices/Pages/Office-of-Foreign-Assets-Control.aspx
  • 3. What is the relationship between Xtend and CU*Answers? Views: 82
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    CU*Answers and Xtend are two distinct companies, although they are both CUSOs and maintain a close business partner relationship. CU*Answers is an Xtend owner, with the other equal owners being credit unons. Moreover, one seat on the Xtend Board of Directors is occupied by a member of the CU*Answers Executive Team in accordance with the Xtend Bylaws. Xtend currently leases both office space and administrative support from CU*Answers. Conversely, CU*Answers is the largest customer of Xtend s  More...
  • 4. I'm hearing from members that emails we send to them don't always reach them quickly, or are being marked as spam and blocked. Is there anything we can do to help make sure members receive emails from the credit union? Views: 81
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    Remember that once the emails are sent by CU*BASE, it becomes a function of various Internet Service Providers (ISPs) to deliver the emails to members. Because of the way our system can send a batch of email messages to a large group of members at the same time, there may be some ISPs that interpret these email messages as “spam” (junk email) messages, especially if you have a large number of members who use the same ISP. If you hear from members that your emails are being marked a  More...
  • 5. What is Member Reach? Views: 75
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    Member Reach is an important tier of the Partners in Practice Marketing Package. Using CU*BASE tools and a variety of delivery channels, targeted members will receive email messages, Online Banking and statement messages, postcards, e-newsletters, Audio Banking and very soon conversations. Contacts will be triggered by events such as new memberships, loans close to payoff, tiered services, and more.
  • 6. Who is Xtend? Views: 73
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    Xtend, Inc. is a CUSO with a select group of credit union leaders independent of CU*Answers. Xtend consulting is about creative services, access to marketplaces that may be outside the scope of smaller credit unions or even CU*Answers, and the sharing of resources that no single organization is able to afford. Participating credit unions have discussed using Xtend operationally to improve share branching concepts, provide call centers, share human resources, set up combined member outreach p  More...
  • 7. Who are the owners of Xtend? Views: 67
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    As of June 2019, there are 80 owners of Xtend. This ownership comprises 79 credit unions plus CU*Answers, each having purchased 200 shares of stock in the CUSO. Each owner is allowed one vote on issues brought before the group.
  • 8. How long has Xtend been in business? Views: 66
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    Xtend was incorporated in September, 2002.
  • 9. What do I get if I sign up for Member Reach? Views: 59
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    Member Reach will tackle the daily contacts with your members that you have probably talked about at your annual planning sessions but have never found the time to implement. The goal is to: Reach your members 100 times more than you do currently Deliver consistent marketing messages to members Generate more services per member
  • 10. We are receiving a number of spam messages to our credit union's email address. Is there a way we can prevent them from coming through? Views: 55
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    We have pretty tight restrictions on our mail servers here to fight spam. We hesitate to strengthen the spam filter as we need to ensure you receive member responses and emails. If your credit union uses Outlook, you can right click on an email message before it is opened and flag it as junk mail or block the address. This will help reduce the number of messages sent to you from the same address. Malicious email senders may continually change their from email address which makes it hard for a  More...
  • 11. Who do I contact for more information on Xtend? Views: 53
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    Contact information for Xtend is: Xtend, Inc. Attn: Scott Collins, President 6000 28th Street SE, Suite 100 Grand Rapids, MI 49546 Phone: (616) 285-5711, ext. 183 Fax: (616) 977-8551 Email: scollins@xtendcu.com Web Site: www.xtendcu.com
  • 12. Who is on the Xtend Board of Directors? Views: 42
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    Xtend has a 9-member Board of Directors. This board comprises seven (7) elected positions and two (2) appointed positions. The elected positions are filled by CEOs or senior executives from credit unions who have been Xtend stockholders for at least one year. The appointed positions consist of one seat for a CU*Answers executive (either the CEO, CIO, or CFO) and one seat for a current CU*Answers Board Director. A current list of Directors can be found in "About Xtend" on the Xtend Web Site   More...
  • 13. What types of messages does Member Reach send? Views: 41
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    Member Reach currently targets a variety of credit union products and services including New Memberships, New Accounts, Certificate Maturity, Loans close to payoff and our all time favorites, messages for birthdays and anniversaries. Using a variety of delivery methods including Email, Online Banking, Audio Response, and a monthly newsletter Member Reach initiates contact with your members at just the right time.
  • 14. Have you ever reset a member’s password for It's Me 247 and the member was still not able to log in? Views: 40
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    Remember that members can change their username from their account number to a personalized name. If the above situation were to happen, it is possible that the member has set up a personalized username and has forgotten that name. (Use the link below for instructions on how to see that member's username.) SECURITY BEST PRACTICE TIP: Never release a member's online banking username until you have carefully verified the member's identity. For example, ask for answers to some out-of-wa  More...
  • 15. How do I sign up for Member Reach? Views: 39
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    http://marketing.cuanswers.com/pdf/Member%20Reach%20Pre-Site%20Worksheet.pdf

  • 16. When a member believes they have been sent a Member Reach message in error, how do I determine if it was or wasn't? Views: 38
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    Here are the steps to help answer the FAQ of “Why did I receive this message?”: Navigate to CU*Spy In the top search field, type PCMMSG Use the date range fields if necessary to specify how many days worth of Member Reach Daily Message Reports you need to look through, based on when the member received the email. In the Search for field, type in the email address, the account number, or the member’s last name, whatever will be easiest for you to locate this member. Click the   More...
  • 17. What is Member Reach Plus? Views: 37
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    Member Reach Plus is Xtend's solution to your outbound call center needs. Xtension picks up where Member Reach leaves off. Using CU*BASE tools and a variety of delivery channels, targeted members will receive a variety of telephone calls at specific times in their relationship with the credit union. Xtension is just what your credit union needs to complete your Member Relationship Goals throughout the year. Don't forget to think of the Xtension Call Center and Member Reach for your promotional  More...
  • 18. When are Xtend Board elections held? Views: 37
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    Elections are held at the Annual Stockholders Meeting currently scheduled in June of each year.
  • 19. What do Member Reach services cost? Views: 36
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    For as little as $50.00 a week you can “hire” resources dedicated to talking” to your members. It’s like having a new employee without paying for health insurance, payroll taxes, or dealing with other human resource issues. Contact a Member Reach Coordinator by phoning 800-327-3478 or 616-285-5711.
  • 20. What is the term of an Xtend Board Director? Views: 34
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    The term of an Xtend Board Director is three years and begins on October 1st.
  • 21. How do I buy stock in Xtend? Views: 34
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    Xtend stock is available for sale to all accredited investors as outlined in the Stock Prospectus. Currently, only credit unions who are CU*Answers data processing clients, as well as the CU*Answers CUSO, can own stock in Xtend. Contact Scott Collins, Xtend President, at scollins@xtendcu.com to request a Stock Prospectus.
  • 22. What is the Xtend fiscal year? Views: 33
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    The Xtend fiscal year runs from October 1st to September 30th.
  • 23. What types of transactions are handled by Branch XT? Views: 32
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    Branch XT is Xtend's inbound call center solution for credit unions. We take the calls from the members when the credit union can't. Xtension can handle all your inbound call center needs: transfers, balance inquiries, ACH information, loan payment information and much more.
  • 24. What information does Audit Link’s Negative Situation Monitoring product provide? Views: 31
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    Performed on a daily basis, Audit Link uses the CU*BASE Dashboard for Negative Balance Analysis to retrieve negative balance data. A daily report summary is provided to your team illustrating negative balance accounts separated as 15-day buckets to assist in quickly identifying possible fraudulent activity and areas that may require immediate action. Also included with the daily report summary are graphical representations and delinquency ratios to assist in identifying key trends affecting your  More...
  • 25. How are Member Reach messages delivered? Views: 31
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    Member Reach will use a systematic approach to deliver consistent marketing messages to credit union members, using a variety of delivery channels. Member Reach credit unions will reach their members on a regular basis through a process that will drive participation and reinforce the value of their credit union membership. Current Delivery Channels include: Online Banking Email Text to Speech Messages using Audio Response
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