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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. 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.
  • 3. 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...
  • 4. What Education does CU* Answers offer? Public
    Preview
    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 union  More...
  • 5. How do member phone numbers work as they relate to card orders and maintenance? Public
    Preview
    CU*BASE uses 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 in Tool #3 Open/Maintain Memberships/Accounts or Tool #15 Update Membership Information as follows: Nighttime # - primary phone number sent to vendor and defaulting into the Card Activation field when ordering a card. Daytime # - secondary phone number sent to the vendor. Mobile –   More...
  • 6. 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...
  • 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. We attended a web conference on the many compliance configurations on the system. How can I view a recording of this training? Public
    Preview
    You will find the Using CU*BASE Tools for Bank Secrecy Act Compliance on the On Demand website. See the link below.
  • 11. 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...
  • 12. 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...
  • 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
    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 pro  More...
  • 15. 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...
  • 16. 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...
  • 17. 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...
  • 18. My credit union is activating Teller Transaction Limits for Xpress Teller. If the teller exceeds their limit and requires a supervisor secondary approval, does the employee performing the approval need to be in the same branch as the teller? Public
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    Yes, Xpress Teller transaction limits were designed to be a training tool for tellers being coached in branch by a more experienced head teller. If a teller exceeds their transaction limit configured in Xpress Teller, the employee that performs the approval must be in the same branch as the teller. About Teller Transaction Limits Xpress Teller Limits allow your credit union to designate the maximum amounts a teller is authorized to handle per transaction. You can control the maximum amount of i  More...
  • 19. Does CU*Answers provide any helpful information or services to assist credit unions in testing their disaster recovery plans? Public
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    We do. In addition to information we can provide, we have services that will help you plan and execute your recovery test. Helpful information about Disaster Recovery/Business Continuity planning and testing can be viewed on our website at: https://www.cuanswers.com/solutions/business-continuity/ Services to help credit unions build and test their Disaster Recovery/Business Continuity plans can be found on our website at: https://store.cuanswers.com/store/business-continuity-services/business-co  More...
  • 20. Is there a way to view member account comments after a membership has been closed? Public
    Preview
    NOTE: This is a Query solution designed for clients who have completed Query training. If you are interested in Query training or assistance with creating a Query, contact a Client Services Representative. You are able to view closed account comments via building a simple custom Query via Tool #100 CU*BASE Report Builder . File name: ECO mmyy (For the mmyy , substitute the month and year prior to the month when the account was closed.) Location: FILE xx E (For the xx , substitute your credit  More...
  • 21. I need specific information about our lending portfolio. What dashboard should I use? Or do I need a Query? When do I use a dashboard versus a Query to get the information I am looking for? Public
    Preview
    Refer to the resources below for more information. Lender*VP My Favorite Dashboards and Reports brochure AuditLink My Favorite Dashboards and Reports brochure (specifically Loan with Interest Due Above Payment Amount and Loan Portfolio Concentration Risk Summary) Automated Reports and Queries booklet Lender*VP Reports and Dashboards training Lender*VP Custom Query services
  • 22. Is there a way to view deleted online banking requests from Tool #13: Work Online Banking Apps/Requests? Public
    Preview
    This information can be accessed by querying the SMNOTEDT file in Tool #100: CU*BASE Report Builder (Query) . More information about query can be found at our Online Help and OnDemand resources. Additionally, we offer both custom query creation and training at our Online Store .
  • 23. Where can I get help for payment issues with 360-day interest calculation mortgages, interest accruals, and payment & interest corrections? Public
    Preview
    Refer to the resources below for assistance with these topics. These topics are covered in the virtual or on-site Mortgage training offered by Lender@VP.
  • 24. I am considering switching ATM/Debit Card vendors - how do I get started? Public
    Preview
    There are several steps to consider when switching to a new ATM / Debit Card vendor. Please review the links to our website listed below for the procedures and vendors already supported by CU*BASE. Also, please consult our latest Pricing Guide for associated costs.
  • 25. I would like to use the CU*Answers facility for a special event. How do I set this up? Public
    Preview
    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...