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  • 1. What is the CU*BASE release process (i.e. notification of release date, pre-installation training, etc.)?
    Preview
    CU*Answers provides documentation on our releases approximately 4 weeks prior to the release. This documentation also details release education training for staff. This training is normally scheduled 1-2 weeks prior to the release at our 28th Street facility in Grand Rapids and also via web conference.
  • 2. What Education does CU* Answers offer?
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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...
  • 3. What is Audit Link?
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    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...
  • 4. What time-frame should I consider when turning on PIB?
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    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...
  • 5. How do I update links to CU*BASE online help to make sure these links work properly?
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    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. I want to go ahead with the AnswerBook Product. What is my next step?
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    CU*Answers along with our partner FUZE Digital Solutions, can provide a software demonstration, on-going training and support. You can discuss pricing, request the Purchase Contract, receive a Getting Started Guide with a Project Task List by contacting Laura Welch-Vilker, Manager of Education Services at lwelch-vilker@cuanswers.com Want a little more information? Dial into www.fuze.com or www.cuquestions.com .
  • 7. Can CU*Answers reset my employee ID password?
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    No, our CSRs will not reset the 2-digit CU*BASE Employee IDs for your staff. This must be done by an internal CU security officer. Use Tool #762 Reset Employee ID Password. 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. If an expiration occurs, it is important someone at the credit union be available that has secu  More...
  • 8. What models of TCDs (Teller Cash Dispensers) are supported by CU*Answers?
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    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...
  • 9. Does CU*Answers provide the credit union with up-to-date implementation guides and operational manuals?
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    Yes, these guides and manuals can always be accessed via the CU*Answers website. Online Help is available to users from every CU*BASE screen. Additionally, with each new software release upgrade, Release Summary guides are provided for the credit unions, as well as recorded training that is made available on the OnDemand website.
  • 10. How can I register for CU*Answers training courses?
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    You can register online for any CU*Answers classroom training session or web conference by visiting the education section of our website. Go to http://www.cuanswers.com/client_education.php or use the links below for more information. register signup
  • 11. Who is Xtend?
    Preview
    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 p  More...
  • 12. Does the loan origination system support automatic decisioning?
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    Yes, 247 Lender is a decision model that lets you give automated approvals 24 hours a day, 7 days a week. Lender*VP has partnered with Portfolio Defense Consulting Group, a recognized expert in consumer credit risk management and modeling. Using data from CU*Answers' own clients, Portfolio Defense worked with us to develop a customer empirical model that is based on actual sampling of varying sized credit union loans. The sampling includes hundreds of performing and delinquent loans. Credit   More...
  • 13. Why does everyone have access to Client Information on www.cuanswers.com? Including, taking on-line courses even though they are not a client.
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    CU*Answers has always tried to have an open philosophy so that anyone who is interested can really get to know us. Our value to our clients isn't the software and tools as much as it is a relationship, a partnership, where we cooperate to get things done for our ultimate customer: the member. So we are happy to open up our entire web site to the marketplace because the more people know, the more they participate, and the more they participate, the better we can help them serve their members. Wit  More...
  • 14. What controls are in place for CU*Answers Operations to help make sure ACH files are posted correctly?
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    In addition to standard operating procedures, checklists, and ongoing training and oversight, the software tools that our Operators use have some built-in controls that help ensure proper processing: When receiving an ACH posting file, the system will prompt the Operator to check debit and credit totals before they proceed into the warehouse (ACHSUS) file. The posting program prompts the Operator to select extraction criteria (debits only, credits only, or both) and a processing date. Only item  More...
  • 15. Will it cost my credit union anything to turn on PIB?
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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...
  • 16. Does CU*Answers maintain a "best practices" database for client reference?
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    Yes, CU*Answers does maintain a list of Best Practices on many levels: First, visit www.cuanswers.com , click on I Am A Client and then look for the Best Practices section on the left-hand navigation panel (near the bottom of the page) - OR, use the link below to go directly to the Best Practices page now. CU*BASE contains a usage database where clients can record their use of key features; a Peer Analysis Guide is published annually compiling all client usage information. Every CU*BASE device  More...
  • 17. Who is WESCO Net?
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    WESCO Net is a wholly-owned subsidiary of CU*Answers. It is an organization of skilled professionals that will help your organization navigate the complex world of computers, networks, and data security. From assessment and consulting services to installation and ongoing support, the WESCO Net team can design solutions that will meet your needs and budget. WESCO Net is not just another consulting firm. They will be with you from the beginning of a project to the end, with ongoing monitoring and  More...
  • 18. What are the requirements to participate in the Online University training?
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    Please refer to the following link for specific information. http://www.cuanswers.com/pdf/news/AnnounceRollout.pdf
  • 19. Are there opportunities for CU*Answers clients to share ideas with other clients?
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    Absolutely! As a credit-union owned CUSO, CU*Answers promotes an open dialogue with its clients and actively searches for new ways for clients to communicate as peers. A few of these strategies include: CU*BASE Peer Analysis Guide - a document developed annually to review select CU*BASE client information and products they are using. This information is very useful for contacting other CU*BASE clients to determine how specific products were implemented, staff training philosophy, product succes  More...
  • 20. I would like to use the CU*Answers facility for a special event. How do I set this up?
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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...
  • 21. Is all pre-conversion training done on-site?
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    Much of the pre-conversion training is done on-site, but it also includes a variety of online courses. These courses, along with an introduction to CU*BASE, will lay the foundation for the more in-depth training that will occur prior to your CU*BASE conversion. Our CU*Answers Education Coordinator will work with your Training Coordinator, instructing them on how to use online courses and assist them in developing a schedule for the staff. CU*Answers provides different training packages to fit  More...
  • 22. 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?
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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.
  • 23. How long does it take to implement a Decision Model and how much will it cost my credit union?
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    The timeline depends on the complexity of the Decision Matrix chosen by the credit union. Consult Client Services before purchasing the Decision Model product from your credit bureau. The cost can be significant, so good decision early will lesson the implementation window and your overall satisfaction. Review our Decision Modeling documentation at http://cuanswers.com/pdf/cb_ref/CrdtBurDecisions.pdf to help make your decisions.
  • 24. How does CU*Answers provide on-going training for new credit unions to help ensure they are using the maximum system features?
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    CU*Answers offers product utilization reviews for all clients. This process reviews the system features that the cu is using, and then makes recommendations/suggestions for implementing new features. This process is very beneficial for client after they have been on they system for six months to one year. This is also a good process for clients that have been on the system even longer to ensure they have kept up to date on new product offerings.
  • 25. Do Help Desk employees answer questions on all proposed products during posted service hours?
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    Yes. Because all CU*Answers staff are considered part of help desk support, all are on call based upon the content of the question. If a Client Service representative is unable to answer a question, it is immediately escalated to the appropriate staff to be answered. Additionally, our Help Desk not only provides answers to common questions, but telephone training for new product or service implementation is a high priority.
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