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1.
How does Fiserv determine the method by which payments are sent to the biller?
Fiserv evaluates payment direction based on a proprietary algorithm that takes into account many factors. Some evaluation is done at the sponsor level, some at the merchant level, and some at the subscriber level. Sponsor level information determines what check types are acceptable – draft only or draft and corporate. Merchant level information determines the preferred payment method for that payee (electronic or paper) and if the merchant assumes responsibility for returns. Subscriber More...
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2.
How do I activate or deactivate a member's access to online banking or audio response?
There are a couple of access points: Launch Tool #14 Member Personal Banker and select the Online banking/ARU (activate, change PIN/password; view password history) option OR Launch Tool #72 Update ARU/Online Banking Access (PIN) (Shortcut: PIN) It's Me 247 CU*TALK CUTalk
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3.
Will we know if a bill is be paid by ACH or check in "It's Me 247" bill pay (Fiserv)? If so, how? How will stop payments be handled?
The most important thing to understand is when the bill will be received, not how it will be paid. Payment methods are determined by the relationship between Fiserv and the biller, and are subject to change. When scheduling a payment, the system automatically pre-fills the earliest payment date the biller can receive the payment. The date can be altered to a future date, but not an earlier date. Once a payment begins processing, you will be able to view the payment method in the history. If the More...
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4.
How can I find out if a member has more than one share draft account enrolled in "It's Me 247" Bill Pay (Fiserv)?
By clicking on the Accounts button in Customer Care, you will see a list of the accounts that member has had enrolled. Across from each account an active or inactive detail will be displayed.
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5.
Where can I learn answers to frequently-asked questions (FAQs) about "It's Me 247" Bill Pay (Paymentus)?
Information on It's Me 247 Bill Pay (Paymentus) can be found on the Frequently-Asked Questions page devoted to the product. Click the link below to go to the page.
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6.
How does a member's account get debited for bills they schedule through "It's Me 247" Bill Pay (Fiserv)?
In one of three ways: Note: The term 'subscriber' refers to your 'member'. Electronic Payments (ACH) - Fiserv's preference is to send all payments electronically. However in the Risk Model format it is not always feasible. Fiserv submits the merchant payment (via the fed) from a Fiserv settlement account the same day we submit the debit (via the fed) to the subscriber account. Fiserv is taking the risk on the payment. Electronic payments are typically sent when the subscr More...
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7.
What are the requirements for a member when they try to enroll into "It's Me 247" Bill Pay (Fiserv) with an organization name.
Fiserv allows up to 4 words in the name of the organization with a single space between each word, and no punctuation.
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8.
Who can perform case tracking for "It's Me 247" Bill Pay (Fiserv) users?
Credit Unions can use the Customer Care software tracking feature. However, the Client Service Department is happy to handle the tracking function for our clients.
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9.
Can payments be made through "It's Me 247" Bill Pay (Fiserv) to outside the US?
No. Fiserv will not accept a biller with a foreign address nor will the program allow for a payment to process to a biller with a foreign address. Also, a member who is listed with a foreign home address will not have their enrollment accepted by Fiserv to use the It's Me 247 bill pay product.
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10.
How does the member enroll in online bill pay?
For It's Me 247 Bill Pay (Fiserv) or It's Me 247 Bill Pay (iPay), there are two ways to enroll. Members can enroll through Online Banking if the credit union offers that option . Enrollment can also be done via CU*BASE Tool #14 Member Personal Banker. Refer to online help for specific instructions. For It's Me 247 Bill Pay (Paymentus), enrollment must be done by the member online.
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11.
A members Bill Pay account has been frozen due to an uncollected debit by Fiserv. How can the account be reactivated?
The member can call Fiserv's collection line at 800-848-1337. Once the member has settled the debit with Fiserv, their account can be reactivated.
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12.
I have members who are charged as an Active bill pay member, but iPay does not have a record of this account. How does this happen?
When a member goes through the Pay My Bills option in online banking and accepts the CU*Answers Terms and Conditions Agreement, they are actively enrolled on the CU*BASE core processing system. The member is prompted to continue with the enrollment and iPay also delivers and Terms and Conditions Agreement that needs to be accepted, which creates the member as a subscriber in iPay. If the member does not accept the iPay Terms and Conditions agreement, iPay does not create a subscriber for this me More...
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13.
How does a credit union set up bill pay so that it is free for their staff?
It's Me 247 Bill Pay offers the ability to configure multiple Service Charge Codes with different fee amounts. One can have a fee amount of $0 that can be assigned to staff members.
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14.
Why can't my member see the "Pay Anyone" feature in It's Me 247?
Members need to sign up for bill pay before they can utilize the P2P feature in It's Me 247 . NOTE: P2P is only available for It's Me 247 Bill Pay (powered by Paymentus). The credit union must have P2P activated for the member to use this feature.
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15.
A member is getting an error code of 1 when they click on Pay My Bills. After a few tries, they got an error code of 2. What do these mean?
When members receive an error code of 1 or 2, there is a very simple fix for it in CU*BASE. It's Me 247 online banking and bill pay (Fiserv) programs communicate with each other automatically through an authentication PIN every time we go from one to the next. When we see a status code of 1 or 2, it is telling us there is an issue with this PIN. It is easy to reset and the member will be able to get into bill pay within 24 hours. Launch Tool # 14 Member Personal Banker. Enter the member&r More...
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16.
What does bill pay cost to the member?
CU*BASE offers a credit union configurable member service charge feature for It's Me 247 Bill Pay fees. This feature is available regardless of the vendor you choose (Fiserv, iPay, Paymentus, or other).
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17.
How does a member un-enroll from online bill pay (Fiserv or iPay)?
Members will need to contact the credit union. The only way to un-enroll a member from It's Me 247 bill pay (Fiserv) or It's Me 247 bill pay (iPay) is through CU*BASE on the Member Service Menu. Please see online help for further instructions.
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18.
When will my bill pay (Fiserv) A2A transfer money be in the account?
It's Me 247 Bill Pay (Fiserv) A2A transfers process as a next day payment. There are times when this may not occur: If a member should exceed their transfer risk limit, a 3-day credit hold will be placed on the transfer. A 5-day credit hold is placed on any inbound transfer coming from an unconfirmed account. The member sees a transfer occur as three (3) ACH transactions: One ACH debit for the A2A transfer withdrawal amount One ACH debit for the A2A transfer fee amount One ACH credit for t More...
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19.
A member had their "Pay My Bills" icon disappear from online banking. I confirmed they are still enrolled, so what happened?
The first thing to do when a member claims their Pay My Bills icon is missing from online banking is to check their personal PIB profile. Here's what to do: 1. Launch Tool #14 Member Personal Banker 2. Enter the member's account number and press Enter 3. Place a check in the Personal Internet Branch (enroll of change PIB settings) box 4. Press Enter 3 times to reach the appropriate screen - Configure PIB Profile 5. Look at the very last option on this menu - Manage Online Bill Pa More...
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20.
When reviewing the bill pay transaction register, the 2nd page lists fee exceptions. When the exception reads, "Monthly fee would take account below available balance," I would like to know if the fee attempt only happens once or continuously until the fee is collected.
Bill Pay fees post around the 11th of the month. The fee posting will only attempt once. An idea is to use this exception report and manually post fees if needed. Something to keep in mind: even if the member has Overdraft Protection, it may still give the exception listed above because Overdraft Protection does not cover fees.
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21.
Can bill pay member fees be tiered?
Yes. The credit union can configure multiple service charge codes with different fee amounts. These can be linked to the Tiered Service Scoring participation levels.
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22.
One of my members has received communications directly from "CheckFree" about online bill pay. Why would Fiserv be sending something directly to them?
Remember that Fiservoffers their CheckFree service direct to consumers and via many other financial institutions throughout the country, including banks and other, non-CU*BASE credit unions. The CheckFree Direct product is called mycheckfree and members may sign up for this themselves from many different sources on the Internet. (It's not at all uncommon for people to sign up and never use the service!) Just because the money comes from their credit union accounts doesn't mean they More...
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23.
What web browsers does "It's Me 247" online banking support?
Refer to online banking help using the link below for current usage requirements.
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24.
Currently, our certificate rates are played in CU*Talk audio response as well as displayed in "It's Me 247" online banking. Can we delete these rates only from audio response?
The following applies only to credit unions that have activated the Text-To-Speech (TTS) engine for CU*Talk Audio Response. You can use Tool #506 Member Rate Maintenance to control product rates read to members in CU*Talk Audio Response. But keep in mind that because you are using Text-To-Speech, changes made here directly affect the credit union website and It's Me 247 online banking as well. Once in the menu option, select shares or certificates. From the next rate menu, you will see a More...
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25.
What are the minimum requirements (minimum usage requirements) for "It's Me 247" online banking?
Remember that as security requirements and the Internet world change, so will these requirements. If a member is having trouble accessing It’s Me 247 features, the first step is always to upgrade the browser software. Supported browsers are the two latest versions of: Chrome, Firefox, and Edge (PC) and Safari (on a MAC). The browser must have session cookies and JavaScript enabled. The browser must use 128-bit encryption. (To check the encryption level, from the Help menu, choose Help More...
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