What This Message Means: This appears when the member has tried 3 times to enter their password incorrectly. The message does instruct the member to click I forgot my password and answer all three Security Questions to reset the password themselves. But if the member doesn't know their password or their security questions, they will need to contact the CU. BE CAREFUL: This is a scenario that presents the most risk to your members. If a bad guy finds out a member's name, account nu  More...

IMPORTANT NOTE: When It’s Me 247 was updated in 2021, the “See” option shown on here was made unavailable. There are two major points to consider when thinking about allowing members to see information beyond the account to which they are actually logged in. Both extend beyond online banking to consider a financial institution’s role and responsibility in protecting member private data via all access channels, from the teller line to a back office employee answering   More...

When you use the filter buttons on the File Maintenance Inquiry dashboard (Tool #159: Audit File Maintenance Inquiry (CUFMNT)), indicators note which programs, fields/columns, and files/tables AuditLink has flagged as “critical” for auditing teams to monitor on a daily basis. You can quickly sort by that indicator and select only those items for a quick scan of maintenance that directly affects member accounts. Below is a listing of these critical items. Columns/Fields Field Why   More...

Tips for Recognizing a Fraudulent Check What is a Fractional? A fractional is used to determine the financial institution of the share draft if the MICR line is ever damaged or torn off: 2 digit city and state prefix pre-assigned by “Accuity” (in the example, the prefix is 25 – see red below) Digits 5-8 of the routing number and transit number indicating the institution identifier (in the example, this is 5678 – see blue below.) First 4 digits of the routing and transit n  More...

For CU*Answers online clients, effective in March 2017 the standard online retention is 12 months for basic savings and checking accounts, and 48 months for all certificates, IRAs (shares and CDs), HSA share and checking accounts, club accounts (such as vacation, holiday, Christmas), tax escrows, and all loans. Prior to March 2017, data retention was 6 months for savings/checking, and 24 months for other member transaction history . Note that when this data is purged, it also removes the additio  More...

GUAPPLE is short for GOLD Update Appliance. The GUAPPLE is a stand-alone network appliance that takes the place of the GOLD-Master update server PC. It is designed to seamlessly handle all of your GOLD software update retrieval tasks. No effort is required to retrieve software updates when using a GUAPPLE device. It will acquire GOLD update files automatically as well as custom loan screen updates, doing away with manually downloading and extracting software update files. One GUAPPLE unit  More...

Source of Receipt (SOR) is the paperwork that accompanies the checks to the Check Processor. It is the documented proof of when and from whom the checks were received. SOR provides the ABA# of the bank the checks are received from, the date of the cashletter, the amount of the bundle the check was in, the position of the check in the bundle (checks before after), and the tracer number assigned to the check. On the form you'll see a couple of abbreviations: IB stands for Item Before that   More...

If you need to allow an employee to perform upload and/or download tasks (FinCEN, AIRES, ALM, uploading G/L entries to post, etc.), you must first complete the iShield Security Access Request form and have it signed by your credit union’s designated Security Officer to sign. Once our Client Services team receives your signed form and verifies it, a request will be submitted to our System i administrators, and you will be notified when the new permissions have been granted. This process wi  More...

If a member cannot view their check, the research team needs the following information: Credit Union Questions What is your credit union name? Have multiple members reported that they cannot view checks? Are these members having the same experience when viewing their check? (See Member Questions. ) Has the check appeared on the Check Exceptions Report? (TNDET) Was this check cleared at the teller line? (Sometimes this is referred to as a counter-killed check.) Are you able to retrieve a chec  More...

To take advantage of the CU*Answers online imaging solution, there are a few required pieces of hardware. Each branch will each need an Gweep upload appliance to transfer the electronic images to the secure database. Additionally, scanners are needed to capture photo IDs (and supporting documents for loans), and signature pads are needed at each workstation where receipts are signed. Thermal printers are required for the system. These hardware devices are described in more detail below: Gweep U  More...

This can be done by your credit union's designated Security Officer using Tool #763 Reset User Password/Device . This tool lets you reset a password for a terminal User ID (not an employee ID) as well as to vary on a workstation device. NOTE: AI*Engaged password resets are done via the CU*BASE tool at this time.

The differences ultimately come down to control and cost. The online ASP system is the fastest, simplest, most inexpensive way to get started with an e-documents strategy for your credit union. With online ASP you offload the back-end service management headaches to CU*Answers. We manage, backup, secure, and patch/upgrade the eDOC servers and databases and these processes fall under our SAS 70 and third party security audits. The online ASP system consists of electronic storage of receipts, loan  More...

No, our CSRs will not reset the 2-character CU*BASE Employee IDs for your staff. This must be done by an internal CU security officer. Use Tool #762 Reset Employee ID Password . (This can also be done via Tool #327 CU*BASE Employee Security using the Reset PW option.) It is important that credit unions insure proper training to their employees regarding the expiration of their CU*BASE Employee ID password. We deliver a warning message of expiration 7 business days prior to the staff member.   More...

CNS offers our clients a variety of solutions to maintain software hygiene on their networks. Most of these solutions are automated, and with user cooperation to complete reboots, it's relatively easy to keep your systems up to date with current software versions. However, there are some important limitations to the automated processes that are important to understand. This article presents those considerations. For Complete Care Clients that do NOT Elect Third Party Patching Services:   More...

At CU*Answers Network Services (CNS), your service issues are important to us, and we want to resolve them as quickly as possible! Our goal is to resolve your issue in 12 business hours from our team engaging with you on your service request. Here are the best ways to engage with CNS support: Voice: A phone call is usually best for urgent issues requiring immediate attention. Our toll-free number is 800-327-3478 option 2. CNS staffs our phone lines with trained technicians who will work to resol  More...

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

Remember that your credit union’s responsibility for mitigating risk doesn’t stop when you flip the switch to turn on PIB. Your policies and procedures related to offering and supporting home banking services for members are just as important. Make sure you have also considered: Your password controls and education program. How you manage resetting passwords for members. Your policies and procedures for how home banking is implemented for new memberships. Policies for expiring pass  More...

Member statements Member envelopes (laser and dot matrix) Certificate laser forms Misc. Member Account Forms* Notices Receipts Denial Notice Forms Generic Membership Application Form Member Starter/Replacement Checks (effective 12/12/05) Currently DBA name does not print on the transaction history report nor does it appear on the generic loan application forms and loan officer worksheet. *For Misc. Member Account Forms, both member name and DBA can be selected.

If the credit union’s back office has determined that it’s ATM, debit, or credit card G/ls are ‘OUT OF BALANCE,’ they can use the reports below to assist in locating transactions which should have posted but did not post to the general ledger. The recon program documents the differences on two recon reports. The Online Reconciliation Recon to Online Match (PRCNXX1) documents the entries made in the vendor file and any entries that appear in the vendor file that are not  More...

Prior to April 2023, we ran a daily routine that collected invalid email addresses throughout the day, then during BOD processing marked email addresses as wrong and recorded a Tracker note with the name of the operator who ran BOD. Starting in April 2023, instead of simply marking them as wrong, we now delete the email address and put it into the Tracker note. A record is also written to the CUFMAINT file maintenance log with the ID of the system operator who ran the process. If the system rec  More...

A card status indicates whether or not a card can be used. If the card cannot be used, the card status gives the reason, such as suspected fraud, lost, or stolen, or sometimes even that the member has not made payments. The status indicates whether this condition is permanent or temporary. To update a card status, use Tool #12 Update/Order Online Credit Cards . Then select the card select to change the card status. Update the status from the screen shown in the Related Links below.

The following things are not affected by 7-day back office processing changes implemeted in February 2019. ACH - ACH will continue to process as always. OTB - OTB is not affected by 7-day back office processing. RDC - Deposits are processed seven days a week or by credit union configuration. eAlerts - These are sent with an automated process that is not changed with 7-day back office processing.

It is possible to have two people review the same loan application screen. This is helpful if you would like for two people two review the screens together who are on different workstations. For example, you may have a loan officer and a loan underwriter review the screens together. If you review loan application screens this way, the last person to leave the screen will have their changes saved. Let's review this example: Sue Loanofficer and Mary Underwriter are reviewing a loan applic  More...

To configure abnormal activity monitoring patterns or groups via Tool #101 Abnormal Activity Monitoring Config , you will first need to determine your credit union's thresholds for normal and abnormal activity. You may start from scratch or base patterns on previous cases of fraud. Basing Patterns on Past Fraud You can reverse engineer patterns based on fraud you’ve experienced in the past. Configure the pattern to monitor the same type of transaction and base the threshold numbers aro  More...

CU*Answers Network Services offers 5 different a la carte options of the Managed Backups service. ( See bottom for a list of notable definitions .) In all cases, clients are responsible for regularly reviewing their backups to ensure that all desired systems and data are protected, that data is maintained on the backup systems for the desired retention period, and that data can be successfully recovered. CU*Answers does not guarantee data backup scope, recoverability, or retention periods. 1.   More...