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1.
For security reasons, I like to lock out members from using online banking until they actually want to use it. But with non-use expiration and automatic deactivation features turned on, how do I run any sort of online banking promotion?
If you: A) automatically deactivate online banking access for all new members, and B) expire online banking passwords due to non-use after 90 days, then how do you run an online banking promotion? After all, sending a marketing piece to members won't do any good if they're disabled or locked out from logging in. Of course you could have them call the credit union to get set up, but here's another idea: Set up a special promotional period! Pick a date to start your campaign. Advert More...
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2.
What are Trends in Analytics Booth?
Analytics Booth Trends provide a quick and easy way to view your credit union activity over time. Trending information can show how your credit union is performing. Watch for blips and spikes to see if marketing campaigns are succeeding. Did you run a new membership drive last month? Watch the trend to see how it paid off. Trends can be viewed on over fifty key performance indicatiors including balance, member, and transaction data. The graphs displayed on the trends screen can be selected to More...
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3.
Can I change the graphics that display in Xpress Teller?
Yes, you can customize the entry screen of Xpress Teller with four custom graphics using CU Publisher suite. All four graphics can have hyperlinks. This feature allows you to market special services, offerings, promotions, or other campaigns you wish to keep top of mind with your staff as they assist members. Learn more about this feature in the store. See the link below. When uploading graphics CU Publisher be sure to use graphics that are 420 x 210 pixels if you use the standard size screen. More...
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4.
I received a notification that there are changes being made to CTR forms. In August 2017, new fields are being added to CTR forms that are required to be in compliance. What is CU*Answers doing to be in compliance with these changes?
You are referring to this announcement released by FinCEN in May. We currently have a project sheet (#45201) to comply with these required changes. NOTE: The deadlines refer to when FinCEN will begin being able to receive the new data, not the date when the new data must be sent. We continue to track this project with FinCEN and will alert clients when changes have been made that will affect their day-to-day activities.
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5.
Is there a way to code a member's account in CU*BASE so that it is excluded from membership tapes/files that are sent third parties like Liberty Mutual or CUNA?
There are two ways to accomplish this: The first way is to use the Marketing Opt-Out flags on the member's MASTER record. Introduced in the CU*BASE 9.2 release (August 2009), these are two flags that can be checked to exclude the member from third-party marketing communications and/or CU-related marketing commnunications. See the Opt Out link below to read more about the use of these flags. When creating a database file using Member Connect tools, or the CU*BASE List Generator, or even t More...
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6.
If a loan category is configured for a single payment per period (members are not allowed to pay ahead), at what point does the system know when to advance the next payment date and when it should not?
The answer depends on the payment period window, which runs from due date to due date (not calendar month). This is best illustrated by an example: A member has a loan with a monthly payment due date of July 25. A payment is made on June 30, advancing the due date to August 25. If another full payment is then made before July 25, the due date will not advance, because the loan is still within that same payment period window. If a full payment is made after July 25 (even if it's still in More...
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7.
How do I set up a loan so that the payment is due on the last day of the month, and automatically changes according to the number of days in each month?
When setting up the loan request, enter a First payment date that is the appropriate month-end date. For example, if creating a loan request on August 25, you would specify that the first payment is due on September 30. Then enter a 31 into the Payment day field. This will trigger the system always to use the last day of any given month going forward (31, or 30, or 28 or 29 for February). To adjust this on new loan requests going forward, set the Day of first payment as 31 using Tool #470 Loa More...
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8.
What new information does member see on the Login History page in Mobile Banking and "It's Me 247" starting with the 18.08 Online Banking release? How might this be different if the member logs on with device registration controls to their access (PIB)?
The member will see some new information on the Login History screen starting August 29, 2018. The data for this change was collected beginning August 7th. New information includes: Login Source types: iOS, Android, Desktop Browser, Mobile Browser, Loan Application, Other Login Methods: Username Password, Fingerprint, Pin, Voice, Face NOTE: If a member uses Personal Internet Branch (PIB) device registration, a duplicate login record might appear that doesn’t record the login source, IP More...
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9.
Can I print DBA names on statements and other documents?
Your credit union can elect to print the DBA name instead of the primary member name on all standard (non-custom) correspondence (use the link below to see the list of documents). This flag will be turned off by default. With the CU*BASE 9.2 release (August 2009), this flag is set as part of the Membership Designation code configuration, which means that you can set it differently depending on the type of membership. For example, you might want to use the member's name on most memberships More...
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10.
I have a loan with CPI force-placed insurance. I adjusted the payment amount and moved the due date forward. Why did CU*BASE then readjust the payment amount? How do I handle these situations?
As an example, a credit union had a loan with force-placed insurance and changed the payment amount and advanced the due date. Because this loan had a CPI force-placed insurance placed on it, CU*BASE handled it in the following manner. The credit union did an extension on this members loan yesterday, including advancing the next due date into the future and changing the payment amount from $205.39 to $104.00. This morning (05/21/13) CU*BASE changed the payment amount from $104.00 to $89.88. T More...
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11.
How do I reset an Epson TM-T88III printer in order to clear its memory?
Note: this procedure also works with Carswell printers. (1) Turn the printer off. (2) Hold the FEED button while turning the printer back on. (3) Continue to hold the FEED button until the error light starts flashing. (4) Clear the paper by pressing the FEED button. If successful, a receipt printer settings page will print. Your printer's memory is now cleared. If this is not successful, please contact the Network Services Help Desk for assistance.
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12.
Why can't everything in CU*Talk be read in Spanish?
There are four ways that information is communicated to the caller in CU*Talk: Static Audio Prompts/Custom Prompts – these are the CU-defined welcome messages, hours and locations. (NO SPANISH OPTION CURRENTLY.) Text to Speech – a custom option for the credit union in which information is grabbed from CU*BASE and communicated via a text to speech program in CU*Talk. This can include the welcome message, hours and locations, and rate descriptions and their corresponding rates. (NO SPA More...
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13.
We have non-members who want to cash checks in our lobby but instead of receiving cash back, they want an official credit union check for a better paper trail. Can this be done using non-member teller processing?
Yes, by making use of both a Misc. Receipts and a Misc. Expense posting code, so that you can put the funds temporarily into a G/L then issue a check from that same G/L. Here are the key steps: First, configure two posting codes, using Tool # 534 Misc. Posting Codes Configuration. For the first one, choose the Receipts type and set up a code that will allow you to place funds into a G/L account. For the second one, choose the Expenses/Advances type and set up a code that will allow you to More...
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14.
If our tax forms are uploaded to It's Me 247, how will members who are not enrolled in eStatements receive their tax documents?
Regardless of whether a member is enrolled in eStatements, the member will receive a paper copy of their tax documents in the mail, provided they earned enough dividends (or paid enough interest) through the tax year to qualify for a tax form. The presentation of tax documents in the My Documents section of It's Me 247 is an additional convenience that makes the forms readily available online, often earlier than they are provided by via mail. If you are not currently offering this feat More...
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15.
Can I flag a member account so their statement is never mailed?
Yes, the Statement Mail Groups feature lets you configure up to 9 codes that can be attached to a member's account. The codes specify whether statements should be printed and archived (the standard method) or just archived only. This is used in situations such as for members with written-off loans or bankruptcy situations where the member shouldn't receive a statement, or even if you want to avoid printing statements for your own staff. Archived statements are available through CU*SPY More...
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16.
What hardware is required for the CU*Answers online imaging solution?
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...
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17.
Credit unions can require that changes made by members in the Personal Information page in online banking be approved before they are updated in the system. How does that work?
Members can update personal information on the Personal Information page. As a security measure, credit unions can elect that these changes require their review before changes are accepted and changed in the system. This approval setup is activated on the Update Credit Union Online Banking Settings page accessed via Tool # 569: Online/Mobile Text Banking VMS Config and then Online/Mobile Web Online Banking. On this screen, the credit union can select to either have the changes reviewed or re More...
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18.
When a member enrolls in e-Statements with the option to no longer receive a mailed/paper copy, does CU*BASE still create a statement to be archived?
Yes! The Statement Processing steps are as follows (performed by CU*Answers Operations Department for online clients and internally by Self-Processing Clients): OPER-6 Statement Processing: 1 - Create Statement Work Files This option is run just once each month and produces the work files for the following options. 2 - Create Statements for Print Produces a file for the statements that are to be printed EXCLUDES e-statements (unless member has the mailed copy for xx months option) EXCLUDES st More...
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19.
What are vertical receipts, and how can I get them?
Vertical receipts are a new format being introduced in the 21.05 release, for receipts produced by various CU*BASE features, including Teller Line Posting, Xpress Teller, member transfers, loan disbursements, and anywhere else that receipts are generated. The traditional horizontal receipt format can fit only 10 transactions per receipt. Vertical receipts take advantage thermal printer capabilities and allow you to print virtually unlimited transactions, all on a single long receipt, saving pap More...
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20.
My Auditors are requesting that I provide them with a 1096 form. What is this and where can I find it?
A 1096 IRS Tax Form is required if an institution is filing your IRS Tax file using paper format. Since CU*Answers transmits your IRS Tax File electronically this form is not required to be completed. Reports (P1099 x, P1098 x , P5498 x) are generated automatically for each form type are generated when our Operations Team creates the files for the IRS in February and May. These reports contain the totals for each tax form type created.
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21.
Why does it matter if I enter an invalid email address? Doesn't the email just get returned?
Actually, because CU*Answers sends email on behalf of all of its clients, bad email addresses hurt all of us! Every month CU*Answers sends nearly 100,000 e-statement notifications. We send a couple hundred thousand It's Me 247 online banking notices. We send Member Reach newsletters on behalf of 80 credit unions. We send a lot of email. (And it’s email that your members want to receive!) Unfortunately, if enough emails are returned as invalid addresses, large Internet Service Provider More...
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22.
Some e-statement notification emails have been coming back to us as undeliverable. How do we change those email addresses?
Go into your member's account through Inquiry or Phone Operator. Use F14-Name/Address to access the address maintenance screen. On the Misc Info tab, update the member's e-mail address in the appropriate field. This change can also be made using Tool #15 Update Membership Information (shortcut: umbr). eStatement
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23.
If I require a valid email address to get e-Statements, and a member is flagged with a wrong email address, does he get un-enrolled for e-Statements?
No. Instead, the member will receive a printed statement that month, and the normal e-Statement fee/rebate will not be posted. The next time they log in to online banking, they will be prompted to enter a correct address. Note: We are initiating a project to adjust how this works in light of recent changes to allow CUs to activate multi-factor authentication for personal information updates. eStatement
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24.
If a member enrolls in eStatements for the first time today, will they have their previous statements populate as eStatements in the mobile app or in online banking?
Yes, previous statements will be available, going back as far as our normal retention period.
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25.
What should I do if an email comes back as undeliverable? Is there a way to flag the address as incorrect, like you can with a member's home address?
The one thing you do NOT want to do when you get a returned email is to change the email address to a fake one like bademail@xxx.com. Instead, check the Wrong email address flag on the member's account. You can access this flag anywhere an email address can be entered, such as through the Name/Address button (F14) in Inquiry and Phone Operator, or via Tool #14 Member Personal Banker (shortcut: pb), or via Tool #15 Update Membership Information (shortcut: umbr). When a member's ema More...
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