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1.
When looking at the ATM/Debit or Credit Card Activity screen, what does the indicator in the Type and Transaction Description mean?
The fields are related to Process Codes, in that they are derived from the code attached to the message received from the plastics processor (vendor, or switch). The Type you see in the initial Type column of the Activity screen relates directly to the Transaction Description when you view additional transaction details. Transaction types may not apply to all vendors. Examples of these labels are as follows: DEP (Deposit Transactions) ATM/DEP A deposit made at an ATM. ATM/DEP - including a $ More...
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2.
How long are records in my Check Register retained in CU*BASE?
Check disbursement history for all check items, regardless of their status, is retained on CU*BASE for 24 calendar months . Check items that are at an outstanding status are retained forever. For our online clients, we purge all checks marked cleared, void, or spoiled that are older than 24 months on the second weekend of every month. NOTE: Prior to March 2008 the retention period was 18 months.
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3.
What is the process for the check register when escheating corp drafts that are stale dated?
Launch Tool # 889 Update CU Check History and we recommend that you update the check status to V=Void and in the Trace # field enter ESCHT.MM/DD/YY , where MM/DD/YY is the current date. If you ever need to quickly locate escheated checks, you can query the CHKMS file for the TRACER field like '%ESCHT%'
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4.
How can I contact CU*Answers for CU*BASE software or Technical Support?
For General Support and CU*BASE Assistance: Use the AnswerBook to submit a question to the Client Services and Education team. You can access the AnswerBook via a CU*BASE session by selecting the @ symbol and asking a question, or by logging in and asking a question. You can also call 616-285-5711 or 800-327-3478 and follow the menu prompts to reach a representative. For Technical Support: Use the ConnectWise ticketing system to submit a question to the Network Services team. ConnectWise More...
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5.
A teller was in Update CU Check History (Check Register) to place a stop pay on a money order. However, they ended up accidentally deleting this check from the check register. Is there a way to add a check back to the check register?
Yes, as long as you know the Check Number and Bank ID to start. Launch Tool # 889 Updtae CU Check History to work with the Check Register. Since you know the check number and bank ID, enter this information in the appropriate boxes, then press enter. You will then see a Check Disbursement Information screen with blank information except for the check # and bank ID that you just entered. (Notice the ADD notation in the top right hand corner of the screen.) Fill out the information needed to co More...
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6.
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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7.
What columns/fields, files/tables, and programs are included in the File Maintenance Inquiry "Critical Monitoring?"
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...
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8.
How do I tell my members to contact support when they need help with "It's Me 247" Bill Pay (Fiserv)?
Credit union employees can communicate with a Bill Pay Customer Care Specialist via Answerbook or via phone, and members can communicate with us directly through their bill pay product. Here are the steps for members to take (applies to credit unions on the Cooperative Model). Please encourage your members to communicate their questions using this method: After a member has logged into Pay My Bills via It's Me 247 Online Banking, at the top of the bill pay screen is a series of gray navig More...
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9.
A third-party software (iText Sharp) is required on my PC for PDF exports from the dashboard. How do I install this?
A third-party utility is needed to generate robust PDF output. If you are having issues with PDF generation, it is possible that this is missing or corrupt on your PC. Or it may mean that you have not yet installed the software on your PC. To see examples of how CU*BASE GOLD utilizes this sofware, click here to open the PDF Exports from CU*BASE flyer. See below for directions on what to do if you need to purchase a license of this sofware (iText Sharp) or how to install it once you have purc More...
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10.
The list of reports set in the Report Scheduler (Tool #759 Report Automation - Standard Reports) look to be set up correctly, but I can't see them in my MONTHxx OUTQ and they aren’t on the End of Month Tab in CU*Spy. How can I check to make sure they were run automatically as expected?
See the related AnswerBook item below.
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11.
What are the costs associated with implementing the CU*Answers ASP solution?
The costs associated with implementing the e-Receipts and Photo ID Capture system include purchasing hardware and a one time implementation cost. The following hardware needs to be purchased: an iSweep appliance for each branch, electronic signature pads, photo ID scanners, and thermal printers (if needed). The system requires the use of thermal printers. If a credit union has Carswell Data Product epson printers, there is a one time cost to change the output of the receipt printers from two More...
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12.
Is there a way for employees to view all incidents opened in our credit union's name, not just their own incidents?
Yes. You can contact Client Services Education and request to have a specific user's AnswerBook access changed to allow that user to view all incidents for your credit union. NOTE: This request must come from one of your credit union's Security Officers.
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13.
How long are things such as transaction history, GL and check history, and credit report data retained?
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...
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14.
For mortgage statements, where will the "remit to" address on the back of the payment coupon come from?
This address is customized for each credit union. When you first activate mortgage statements, we will assume the address should match the address in your G/L Chart of Accounts corporate record (Tool #202 Chart of Accounts/Budget Groups Maint ). If a different return payment address is desired, the CU must contact the Client Services team at 616-285-5711 ( or ask a question in the AnswerBook ). Normal programming fees and lead times apply. Important note: The coupon and return payment address More...
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15.
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?
Remember that once the emails are sent by CU*BASE, it becomes a function of various email service providers 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 providers that interpret these email messages as “spam” (junk email) messages, especially if you have a large number of members who use the same provider (such as Gmail). If you hear from members that your emails ar More...
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16.
What do we do if a teller forgot to hit post when cutting a check?
If you still have the member standing in front of you still you can ask them for the check back, then use Tool #31 Reverse Tran/Adjust Drawer (Same Day) to void the check. (Remember this tool will correct the member, GL and tellers.) If the member has already left with the check and you notice that you forgot to hit post you will need to post the transaction correctly. Then have accounting void the new check that prints out, making sure that the check the member left with is still showing outsta More...
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17.
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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18.
How do I update a member's credit report if their loan is closed on CU*BASE?
To update a member's credit bureau record for loans with your credit union once they are closed on CU*BASE you would need to use E-Oscar website. Your credit union would need to be registered with the bureau and receive a signon and password. If your credit union doesn't already have this access you will need to contact your bureau to get registered. Use the link below to see current information for contacting the different bureaus for access.
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19.
Which reports support Report Scheduler?
As of May 2019, the following reports can be set up in the Report Scheduler. More reports are being added all the time, though. To see if your report is included, simply look for the Save Settings button on the screen when you are running your report. Tool #108 Accrued Dividend Summary Rpt - CDs Tool #190 CD Maturity Analysis Report Tool #191 CD Selective Trial Balance Report Tool #213 Closed Account Report Tool #218 Closed Membership Report Tool #280 Contingent Liability Analysis Report Too More...
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20.
What reports can I use to monitor my Automated Funds Transfers (AFTs)?
Three reports can be used to monitor your AFTs. The Member Automatic Account Transaction Record (TAT1) report includes a detailed listing of automatic transfers that posted. The Member Automatic Account Transfer Notification Report (TAT2) show automatic transfers that did not post. The Member Automatic Account Notification Register (TAT3) lists transfers to 360 accounts that were “out of the ordinary” such as members who are making principal-only payments or additional payments. L More...
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21.
I am receiving the error "Unable to cast COM object of type 'Microsoft.Office.Interop.Excel.ApplicationClass'" when I attempt to click on one of the Excel download buttons on a CU*BASE GOLD dashboard. I have Microsoft Office 365, which is supported for this feature. Is there something I can do to stop getting this error?
This error message may indicate that an Office DLL is not registered correctly on that workstation. The suggestion per Microsoft is to run a Repair option on Microsoft Office. This requires Local Admin privileges so you may have to ask your IT team for help. Launch the Windows Add or Remove Programs applet Find Microsoft Office 365 in the list and click the Modify option You'll be prompted for a Local Admin password Then try the Quick Repair option, responding to prompts as they ap More...
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22.
When I use the "credits only" or "debits only" buttons in transaction history, I don't always see the transactions with the date I entered.
As described in this AnswerBook item , this has to do with the unique way in which transaction records are displayed in this inquiry screen. You might get better results after you use page up or down, then use the debit/credit button. The most important thing to remember is that the date you enter is just a target, not a true filter. Because transactions must be listed in the order in which they were posted (in order for the resulting balances to make sense), the list will always “try&rd More...
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23.
What are the AnswerBook's knowledge packs?
The AnswerBook's knowledge packs are comprised of broad and understandable personal finance content and calculators. The information contained in the knowledge pack items does not offer advice, but rather provides information relevant to various life events. Each knowledge pack item includes a "terms of use" link to restrict your liability and help ensure proper usage. In addition to providing great information themselves, the knowledge packs include links to hundreds of other Web sites, but car More...
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24.
Why should we use the AnswerBook's personal finance knowledge packs and calculators?
The AnswerBook content affords several benefits not available from other providers. In addition to being written in language that is easy to understand, our knowledge pack items provide the following unique benefits: 1. Better reinforcement of your brand and better user experience. You want the content to look like it is part of your site and part of your delivery. Personal finance content can help your consumers appreciate the breadth of your financial knowledge and services offered. The More...
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25.
Is there a report showing check register history that has been purged off the system?
When history is purged a report (PPRGC) is produced showing all records that are purged for historical archives. For our online clients, this process is done on the second weekend of every month. If you need to look up check activity that has already been purged, go to your monthly reports CD (or fiche if it’s really old) two years after the issue date of the check you are looking for. One exception: For a brief period of time prior to March 2008 the retention period was 18 months, not More...
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