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1.
What Microsoft and third party application patching is included in Network Services' Complete Care service offering?
https://kb.cuanswers.com/cuanswers/ext/kbdetail.aspx?kbid=5404
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2.
Many of my members have said the best way to contact them is via text message. But with the rules around “express consent” that credit union must follow, what’s the best way to take care to only contact members via text message appropriately?
The new phone # database introduced in the 18.07 release includes both a Mobile phone checkbox as well as a Can sent text messages to this number checkbox. There’s also a place to enter free-form comments on each individual phone number. Also remember to take advantage of the existing marketing opt in/opt out flags . You could even use all of these elements in tandem with a special Tracker Type/Memo Type combination that specifically records a member’s written consent. Another idea More...
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3.
What kind of care and maintenance are required for the Gweep appliance?
No special care or maintenance is required for the Gweep appliance. Make sure that it remains connected to the switch and is plugged in.
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4.
What can the communication link in Customer Care be used for?
This link has all communications sent out from Fiserv and messages received from the member.
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5.
Do we always need to contact Fiserv support when we have a member request for a stop on a Fiserv ACH debit, or can we take care of it here at the CU?
It is NOT suggested that a CU place a stop or a reversal on a Fiserv ACH debit. If a Credit Union places a stop on a Fiserv ACH debit or a reversal of a Fiserv ACH debit, the following will occur: --The member’s bill pay service will be frozen. --No pending or recurring payments will be sent from the member’s bill pay. --The amount of the stopped/reversed payment will become a collection item with the Fiserv Collections Department. --The member will need to personally call the Fiser More...
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6.
How does an "It's Me 247" Bill Pay (Fiserv) Customer Care Specialist communicate with my members regarding their account?
When we communicate with a member, it will be via an email to their Bill Pay product. This could be an answer to their payment inquiry, or an update on their case, or because we have been alerted to an issue regarding their Bill Pay account, etc. When the member logs in, they will see a “You have a new message!” prompt. They can click the link at that time. NOTE: If they dismiss that prompt and need to find their messages at a later time, that is also possible: At the very bot More...
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7.
Where can I see when specific tax file transmissions are completed? What is the best way for online clients to obtain this information?
Starting with 2017 year-end, you can use Tool 822 Smart Operator: Daily Operations Log to view tax file transmissions. This tool will now contain data center tax processing information. Access the tool and use the Process lookup button to select one of the process codes below to view the processing date and time information for the following tax processes: PROCESS CODE PROCESS DESCRIPTION ASCFMVCRT Ascensus FMV file created ASCDSTCRT Ascensus Distrib file created ASCCONCRT Ascensus Contrib f More...
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8.
When trying to use the "Redeem Points" function in Phone Operator (or Member Inquiry), I received an error message of: 7267 -Points are out of balance, contact a CSR. I was not able to complete the redemption of points. What causes this error?
The data file TIERDS holds the Rewards points transactions (Earned, Redeemed and Expired Points). It also holds a running balance in the Remaining Points field. Review the data to see if the transactions calculate to the remaining points value. If not, you will receive this error. This error is caused by either a Beginning of Day error or an error in processing the redemption function. The values will need to be updated to resolve this issue by a Client Service Representative. For more informati More...
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9.
My member tried enrolling for text banking but never received the verification code to complete the process. Why might that be?
The most common reason that a member is not receiving their text banking verification code is that they are blacklisted by their provider . To resolve this, the member needs to contact their cellular provider and have the block removed.
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10.
What Microsoft and third-party application patching is included in Network Services' Complete Care service offering?
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...
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11.
If a non-member completes an online loan application and we decide to approve it and set up a membership, can we have them also fill out the online membership app process (MOP)?
It is not recommended that you make a non-member fill out both a loan application and then go through MAP/MOP after that. The way these work currently, there is no way for the system to know those completely independent applications have anything to do with each other. Normally, when a non-member loan app is submitted, a non-member record is created. In the normal workflow of an employee approving that app via CU*BASE, the data is moved from the non-member table to the MASTER table for the ne More...
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12.
Can the CU*BASE dormancy/escheat system automatically take care of pulling funds out of accounts eligible for escheating?
The dormancy tool does not do this, although it is possible to create automated transfer (AFT) records to move funds from member accounts according to whatever policies and procedures your credit union wants to use. Keep in mind that our dormany and escheat monitoring system works at the entire membership level, not individual accounts (in other words, it's about membership dormancy, not account inactivity). Likewise, when the system uses your escheat settings to flag an account as escheat More...
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13.
What are all the possible messages that will appear during the closed account/membership process?
At the Membership Level we first check to ensure that there are no OTB relationships (Could be an OTB Card or OTB Account). One the following messages may appear (the following are all hard stops, meaning the account cannot be closed until these are taken care of): Membership attached to CRDT type OTB account Membership attached to LOAN type OTB account Membership attached to SAVE type OTB account We will also check to ensure that no batch/online cards are attached to the membership. One of the More...
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14.
We are thinking of activating the new See and Jump features for online banking. Can you explain the thinking behind the security, and why only an account owner can have this access?
IMPORTANT NOTE: With the new look for It’s Me 247 being released during 2021, the “See” option shown on here is temporarily unavailable. Members who had See-only access previously configured will no longer have access. Jump, however, is still available. 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&rs More...
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15.
Is CU*BASE GOLD vulnerable to the SSLv2 DROWN attack?
SSLv2 (SSL version 2) is a data encryption protocol that encrypts data before transmitting it over a network. On March 1, 2016, the US-CERT organization released an alert about a vulnerability in version 2 of the SSL encryption protocol. This vulnerability could allow an attacker to decrypt data if enough SSLv2 information was intercepted. SSLv2 is now considered obsolete. Learn more about the DROWN attack: https://www.us-cert.gov/ncas/current-activity/2016/03/01/SSLv2-DROWN-Attack Is CU*BASE More...
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16.
Is it possible to print a check to a vendor without creating an invoice? If so, can that payment be recorded in the vendor’s Accounts Payable history?
You can use the “Print CU Checks” feature to cut a check to any vendor, including vendors that have been configured in your CU*BASE Vendor database, without creating an invoice record, if you wish. If you want that item to show up in the vendor's history (and update their YTD amount paid for the current year only ), you will need to perform a separate step to add the record manually. Here are the steps: Step 1: Printing a Quick A/P Check In a nutshell, you will be using Tool More...
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17.
What is stand-in processing?
Simply put, it is a way for your members to continue using interactive services such as audio response and online banking, ATM/debit cards, and online credit cards for their financial needs, even while CU*BASE is off line for normal daily or monthly processing. CU*BASE uses a special style of stand-in processing that allows for continued use of CU*TALK audio response and It's Me 247 online banking services even during the night when we perform end-of-day and end-of-month processing. Refe More...
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18.
What precautions should I take when adding distribution records for a member who has more than one deposit coming in from the same institution but for different household members, for example Social Security deposits?
Special care should be taken when adding distribution records for a member who has more than one deposit coming for the family from the same institution. Take the time to research the member ACH records using the ACH inquiry screen, and if there isn't enough information on this screen, go to CU*SPY and find the PACXTB report to review the ACH detail. For example, the Smith family receives three ACH payments for Social Security benefits: one for the husband, John, one for the wife, Mary, and More...
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19.
I am receiving a 'printer timeout error' when trying to print a document to my HP Laserjet 2200. What should I do?
The first thing to do is make sure all the cables are connected securely to the printer and the PC. Be sure to note if one of the cables is a network cable. If all of the cables are securely connected and you still cannot print, restart the PC and the printer. If you receive the same error once the printer and PC are back up, there is likely a hardware issue with the printer. If one of the cables that plugs into the printer is a network cable then the Jet Direct card (a network interface More...
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20.
What's the best way to create a Representative Payee account on CU*BASE?
In a nutshell, you will set up a Membership Designation Code for Representative Payee, with the label for primary name set to Beneficiary and the label for the joint owner name set to Rep Payee. Then the procedure is to open the membership in the beneficiary's name and SSN, then put the representative payee's SSN as the joint owner (type J secondary name link). TIPS: Remember that in CU*BASE the words joint owner simply are used to describe a particular record type in the Se More...
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21.
A member is trying to log in to online banking and they see this message: "Online access for this account has been disabled. Please contact the Credit union to reset your password." What should I do?
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...
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22.
I see that my member's loan account is in the credit bureau reporting file but it isn't reflected on the individual's credit report. What types of things might prevent a primary borrower or additional signer from being applied by the bureau?
If you or your member notice an account is not being updated (or the additional signer on a loan) you should first try to find out if the loan/additional signer was included in the file sent over to the bureau. You can do this for the most recent reporting cycle by running Tool #658 Print Loan Info Sent to Credit Bureau . If the member loan/additional signer information (defined by METRO 2 as the J1 segment or J2 Segment) is present in that file you need to look further into the following types More...
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23.
So just what is PIB?
PIB provides a layered security approach to add additional authentication controls for Online Banking. PIB, which stands for Personal Internet Branch, is an independent application that provides multiple, configurable controls that govern how Online Banking behaves and what members can do with access to it. PIB allows your members to control access to their accounts with controls by feature, day of week, time of day, and even geographic location. It layers additional passwords and member aut More...
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24.
Explain how the Secondary Names (SECNAMES) file works to store joint owner names, especially in cases where a membership doesn't really have "joint owners" per se (like a Representative Payee).
The Secondary Names (SECNAMES) file stores instructions that link a membership account to another member or non-member record. The file stores links to joint owner names and beneficiary names for all non-IRA account types. (IRA beneficiaries are stored in a completely different file because they are linked to an IRA Plan Type, not specific individual sub-accounts.) The file also stores a third type referred to as miscellaneous owner which can be used for any purpose you wish. The most co More...
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25.
Can more than one person be using the 5300 Call Report software at the same time?
Tool # 362 Enter Quarterly Call Report Data can be accessed by more than one CU employee at the same time. That way you could assign more than one person the responsibility to complete different sections of the Call Report. Keep in mind, though, that if both people update the same account code (field) , the system will simply save whatever the last entry was. So your staff need to be careful that they aren't both trying to update the same sections of the report at the same time!
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