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  • 1. How do I train my staff how to send loan documents and other forms out for e-signing? Public
    Preview
    During the initial rollout the Imaging Solutions team will be offering regular training webinars to explain what your staff will need to know, as well as show examples of the member experience. We’ll record some of these sessions and post them online for your team to review. We’re also working on a couple of demo videos that will show the software in action and give tips for new users. Visit http://www.cuanswers.com/products/imaging-solutions/ for the latest details.
  • 2. Can a CSR reset my employee ID password? Public
    Preview
    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...
  • 3. What Education does CU* Answers offer? Public
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    CU*Answers strives to accommodate our clients by offering training in many different formats, from full classroom offerings (see the current CU*Answers University Catalog) to online learning and web conference sessions. We also offer individual training sessions, and workshops which can be held either at a credit union site, or here at CU*Answers. For credit union staff to train internally, we offer our web-based online courses as well as hands-on learning using a pretend CU*BASE credit uni  More...
  • 4. How do I schedule my staff for online training? Public
    Preview
    If you are a new client, the CU*BASE Conversion Team will provide you with a tentative schedule for the 3 weeks of virtual or online training. You may adjust this schedule as needed, assign trainers, and attendees. For existing clients, visit our web site at www.cuanswers.com , click Clients then Education to view all education opportunities, including online courses.
  • 5. How do I update links to CU*BASE online help to make sure these links work properly? Public
    Preview
    With the changes we’re making to CU*BASE with ING and FEP, the links/URLs in CU*BASE online help have all been updated, so now is a great time to make sure your online help links are working correctly, if you use any of these links in your training materials and other documents. To ensure your online help links are up to date and working correctly, follow these steps: Check to see if any of your training materials/other documents contain outdated online help links. The link is outdated  More...
  • 6. What is changing on February 9, 2021* with member phone numbers as they relate to card orders and maintenance? Public
    Preview
    **Please note that the implementation of this change was previously scheduled to occur on Tuesday, January 26, 2021. We identified the need for adjusments before deployment, and the implementation was rescheduled for Tuesday, February 9, 2021** On February 9 th 2021, CU*BASE will begin using only phone numbers that are stored in the MASTPH file when generating card activation information to send to vendors on initial card orders. The numbers in MASTPH are determined by the label/flag applied i  More...
  • 7. What time-frame should I consider when turning on PIB? Public
    Preview
    Online Banking continue to work just fine whether you decide to activate PIB or not. Yo u should not activate PIB without some careful planning and preparation. You need a plan. A plan for marketing the change to members. A plan to train your staff. A plan for rolling out the changes with an acceptable level of disruption to members and staff. A plan to handle the increase in phone calls and frustrated members. A plan to make this part of your process for opening new memberships.   More...
  • 8. What is Audit Link? Public
    Preview
    The Audit Link service consists of three interrelated business activities. The first is an overall analysis of the credit unions needs, hot buttons, and recent audit or examination findings. This analysis is designed not only to tailor the program for the credit union but also to facilitate an overall general compliance tune-up. The second area of this initiative is the development of a daily, monthly, and quarterly roadmap of tasks to be completed. This is where the credit union would see the  More...
  • 9. What models of TCDs (Teller Cash Dispensers) are supported by CU*Answers? Public
    Preview
    Our official statement is that CU*BASE is not integrated with any TCD or TCR hardware solution; however, you may find the information below helpful. When considering which model of TCD or TCR to select, it is important to realize that supported models are determined by your solution provider not CU*Answers. For example, if you are utilizing DynaCash, as the provider of the software that interfaces between CU*BASE and the cash handling hardware then they would determine compatibility. With this i  More...
  • 10. How can I create a report of members who received unemployment deposits in a given month? Public
    Preview
    The best way to gather this information is via Report Builder (Query), This report will require building a string query to identify memberships who have received unemployment deposits in a given month. Please Note : Using Tool #100 to build queries typically requires training. The information written below assumes the reader already has entry-level understanding of database terminology and query skills. Building the query is one part of a total strategy: Find and list the members receiving unemp  More...
  • 11. What is the recommended screen resolution for GOLD? Public
    Preview
    The minimum resolution for CU*BASE GOLD is 1024x768. This is for the “Standard” screen size. Starting with the 20.07, we will be supporting select additional screen sizes as well. (See the related item below for more information about available GOLD screen sizes.) Depending on the size of the monitor, even for the “standard” size a higher resolution will work, but the CU*BASE GOLD screen will be smaller and will not fill the entire monitor frame. Note: That can be   More...
  • 12. I have a member completed a loan application with the incorrect Social Security number for the joint owner. How did the credit report pull under the correct SSN if the incorrect SSN is attached to the loan application? Is there an indicator that will tell us that the SSN is incorrect for the co-borrower? Public
    Preview
    The information sent to the bureau was not an exact match, but based on the information provided (including name, address, DOB, etc.), the bureau returned a match to the correct SSN. CU*BASE is set up to pull a credit report for applications that are sent from online banking based on the applicant's consent to have their credit pulled within the application. There is not a way for the SSN to be verified as correct or not at the time of the application, but the credit bureau is able to do fur  More...
  • 13. Am I able to print a course from the CU*Answers University site, or do I have to print by using the 'print screen' option? Public
    Preview
    In the basic version of TLC, the only way to print the course is to do screen shots of each page. In the full version, you can produce course keys in Microsoft Word format. The full version is an extended product which you would purchase to use with your credit union staff, and includes additional functionality to customize your training environment. CU*Answers provides our credit unions with the basic version of the software.
  • 14. Who is Xtend? Public
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    Xtend, Inc. is a CUSO with a select group of credit union leaders independent of CU*Answers. Xtend consulting is about creative services, access to marketplaces that may be outside the scope of smaller credit unions or even CU*Answers, and the sharing of resources that no single organization is able to afford. Participating credit unions have discussed using Xtend operationally to improve share branching concepts, provide call centers, share human resources, set up combined member outreach pro  More...
  • 15. What models of TCDs (Teller Cash Dispensers) are supported by CU*Answers? Public
    Preview
    Our official statement is that CU*BASE is not integrated with any TCD or TCR hardware solution; however, you may find the information below helpful. When considering which model of TCD or TCR to select, it is important to realize that supported models are determined by your solution provider not CU*Answers. For example, if you are utilizing DynaCash, as the provider of the software that interfaces between CU*BASE and the cash handling hardware then they would determine compatibility. With this i  More...
  • 16. Now that we are using a new standard due date to comply with the Credit CARD Act, how should we handle writing new loans if our state requires a maximum of 45 days before the first payment must be due? Public
    Preview
    You'll need to set a policy for your loan officers to make sure that the first due date is no more than 45 days out, and the month you select will depend on the timing of when the new loan is opened. For example, if a member takes out a loan on September 3rd, then the first due date could be set to September 30. But if the loan isn't booked until September 18th, then you would set a first payment due date of October 31 instead. NOTE: This, of course, assumes that the closing document  More...
  • 17. Can you update an ID image or scan a new one from the Xpress Teller ID verification screen? Public
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    If there is no image found, you can click the image not found graphic to scan a new image via the existing features on the Secondary Names Inquiry screen, same as now. We are already working on a project that will add a nifty feature where you will be able to edit an existing image, including rotating, cropping, and zooming the image to make it easier to see. And we'll add a button so that even if an ID is found, you will be able to scan a new one if you need to (such as if it's an e  More...
  • 18. I would like to use the CU*Answers facility for a special event. How do I set this up? Public
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    We will be happy to have you as our guests! The CU*Answers Learning Center will seat approximately 30 people in a training room-type environment. We can also arrange seating for a smaller group in a roundtable format if desired. We also have a Conference Room which will seat 8-12 people. Catering services can be arranged if desired. Your questions may be answered in our Facilities Brochure , which highlights meeting room accommodations and introduces our CU*Answers leadership team. Contact   More...
  • 19. Will it cost my credit union anything to turn on PIB? Public
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    Well, CU*Answers won’t charge you any fees to use the PIB system for your members, and there is no up-front implementation cost. If members use the online tool to adjust their PIB Profile, that will not be counted toward your Online Banking usage minutes. So yes, PIB is “free,” at least as far as the line items on your CU*Answers invoice go. But this is a change that will have a significant impact on your members and your day-to-day support team. You will need to plan for i  More...
  • 20. What does it take to get started with the AnswerBook? Public
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    The AnswerBook can be seamlessly integrated with your Web site within a couple of days. The amount of time it takes varies on how you plan to use the product and the number of staff using the product. Your knowledge base is pre-populated with 300 "seed items" (commonly asked questions of credit unions) and a category structure that makes the organization of your knowledge base a breeze. You can also add your own Q AS by cutting and pasting your existing content from any application or Web p  More...
  • 21. If my member is at a vacation or winter location and I need to send a new pin or credit card to them, will CU*BASE send the alternate address with the maintenance record to Fidelity so my member receives the mailing there? Public
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    CU*BASE does not send any alternate address information to FIS. If you need to send a mailing to your member at another location other than their primary address you will need to go to FIS VPN site to enter the alternate address for delivery of PIN or Credit Card. At the time of your conversion training your FIS trainer will go over this procedure with you and would be happy to assist you if you need a refresher.
  • 22. I've chosen to use my member statement as a Substitute 1099. Can I still add a message? Public
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    The regulations do not allow any marketing material to be attached. This includes the statement message. A tax information insert must be included. Use the link below for a full explanation of our Substitute 1099 processing and recommendations. For full details you can consult IRS Publication 1220 at http://www.irs.gov/pub/irs-pdf/p1220.pdf . Go to Section 1:117 on page 119 topic H. tax reporting
  • 23. What can I expect when CU*Answers performs the pre-site visit? Public
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    The Preliminary Site visit, or "pre-site," is a chance for the Conversion Team to meet with your management team to discuss your upcoming conversion to CU*BASE. We will review your current operating procedures as it relates to your data processor. All share, certificate, and loan products will also be discussed. This ensures that your existing products are converted correctly. Other topics of conversion include third-party vendors and how they relate to the data processing change and training o  More...
  • 24. As a new client, how much training can we expect before we convert to CU*BASE? Public
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    You will have access to a Virtual Credit Union generally 5 weeks before your conversion date. Two weeks before, you will have personalized training using your own credit union data at your location with CU*Answers staff. In our experience, this makes for a successful transition. learning education
  • 25. As a new client, what kind of follow-up support can we expect after conversion? Public
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    We will have CU*Answers' staff onsite for two weeks following your conversion. Your conversion coordinator will return to assist the accounting department with their first month end processing and also provide any additional training as requested. Additional training can be arranged based on your requirements. education learning