Loading...
progress
Your request is being processed...
  • Knowledge Base
 
Expand Advanced Filtering Advanced Search Edit Your Advanced Search | Contact Us

  • 1. Can CU*Answers reset my employee ID password? Public
    Preview
    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...
  • 2. Why does CU*Answers charge a monthly fee for running service charge programs we configure ourselves in CU*BASE? Public
    Preview
    There are two primary reasons we charge this fee: Our belief that we should do our best to keep our fees down when credit unions do not earn. This is why, for example, It's Me 247 Mobile Web is offered free to our credit unions. It's also behind our constant pressure to reduce fees where CUs have no basis or belief they can charge for a defensive, relationship service. Charging for these services in this manner fund other areas where the direct expenses cannot easily be identified wi  More...
  • 3. How can I contact CU*Answers for CU*BASE software or Technical Support? Public
    Preview
    ​ 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...
  • 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 uni  More...
  • 5. Can CU*Answers assist us in answering examiner questions about our risk assessment and how it applies to Audio Banking and Online Banking? Public
    Preview
    Of course we are always happy to assist you in explaining system features to your auditors and examiners. We will be glad to talk directly to your examiner to explain not only how the tools and security features work, but also the strategic ideas behind why things work they way they do and the direction in which we are heading. Please contact a CSR or our CEO directly if you need help working with your examiners.
  • 6. I understand CU*Answers is in the process of updating its current SSL certificate to industry standards, and this requires each computer that is being used for CU*BASE printing to be have a file updated. What do I need to do? Public
    Preview
    These files should automatically be placed into the correct spots to ensure that Iaccess continues to work without any problems. If you want to verify that you have received this file you can follow these few steps: Open My computer Navigate to c:\users\public\documents\ibm\client access\ Verify the current file size of “cwbssldf.kdb” If this file size is 30kb then everything worked correctly and you don’t have to do anything else. If this file size is different follow steps   More...
  • 7. When does CU*Answers receive the ACH files that are available throughout the day? Public
    Preview
    The FRB produces five sets of files each business day on weekdays, Monday through Friday, except for Federal Holidays. CU*Answers posts the files as follows: CU*Answers receives the first set of files overnight and posts them by 8:30 AM ET. CU*Answers receives the second set of files by noon and posts by 1:00 PM ET. Same-day credits must be posted with this file. CU*Answers receives the third set of files by 4:00 PM ET and posts by 5:00 PM ET. Same-day credits must be posted with this file. C  More...
  • 8. What are the password requirements for the CU*Answers iDOC Vault? Public
    Preview
    Passwords for the CU*Answers hosted iDOC Vault must meet the following: Minimum of 7 characters At least 1 lowercase character At least 1 uppercase character At least 1 number No special characters allowed
  • 9. What is the system information for the iSeries at CU*Answers? Public
    Preview
    This is a common question for examiners and auditors to ask. As of June 2013: iSeries Name Production i5 OS/400 Version V7R1M0 Model Type 770 Machine Type 9117-MMD All information is subject to change .
  • 10. 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.
  • 11. How do I know the member account to charge the iPay Stop Payment Fee that appears on my CU*Answers Invoice? Public
    Preview
    There is a standard report delivered through iPay's Master Site called the Exceptions Report . If you look at the members list for re-issues, those members incurred the stop payment fee.
  • 12. What hardware is required for the CU*Answers online imaging solution? Public
    Preview
    To take advantage of the CU*Answers online imaging solution, there are a few required pieces of hardware. Each branch will each need an Gweep upload appliance to transfer the electronic images to the secure database. Additionally, scanners are needed to capture photo IDs (and supporting documents for loans), and signature pads are needed at each workstation where receipts are signed. Thermal printers are required for the system. These hardware devices are described in more detail below: Gweep U  More...
  • 13. Does CU*Answers support MacIntoch (MAC) computers for the online banking product It's Me 247? Public
    Preview
    Yes - MAC is supported! Any issues could be related to the browser and version that a member may be using. Recent versions of Safari and Firefox are compatible. Javascript has a thrid party library that makes updates frequently (jQuery) and this could also contribute to It's Me 247 issues.
  • 14. When are AFTs posted by CU*Answers for its online credit unions? Public
    Preview
    The following applies only to online credit unions processed by CU*Answers. All times are approximate. Q: When are AFTs posted? A: CU*Answers processes auto-funds transfers 365 days a year, including Sundays and holidays. Depending on your credit union's configuration setting, this will either happen during end-of-day (EOD) processing at the end of the business day, or during beginning-of-day (BOD) processing at the beginning of the business day. For CU*Answers, EOD and BOD are typically r  More...
  • 15. There is a IRS reporting requirement that states that companies that process credit and debit card payments are required to submit IRS Form 1099-K. Will CU*Answers be producing this form? Public
    Preview
    No. This law actually pertains to merchant card programs where the merchant is collecting payments for services and goods sold. Since we do not run merchant programs on our platform, this reporting requirement does not apply to us.
  • 16. Has CU*Answers escrowed its source code in case of business failure? Public
    Preview
    Yes. CU*Answers owns CU*BASE. CU*NorthWest is the escrow agent for CU*Answers and holds the source code for CU*BASE in escrow. Use the link below to view a copy of the most recent signed certification.
  • 17. How do I remove a photo ID linked to the wrong individual's account if I use CU*Answers online imaging solution? Public
    Preview
    You can edit and delete erroneous documents. This is performed through idocVault and cannot be done on CU*BASE. Anyone that is in the CUADMIN user group on idocVault, will have permissions to edit any document. They can delete, edit indexes, or move it to another table. For example if a receipt ended up in the Photo ID table they could move it to the receipts table. If they do not see the edit button (All the way over on the right of the document list in idocVault) then either they don't hav  More...
  • 18. 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...
  • 19. How many credit union clients does CU*Answers have? Public
    Preview
    As of June 2021, CU*Answers and its cuasterisk.com network partners provide services to 347 credit unions in 42 states, representing 2.49 million members.
  • 20. Can I have CU*BASE default the applicable delinquent fine code into that field when I am building a new loan request? Public
    Preview
    Yes. There is an Amortization Default option available in each of your Loan Product Code configurations which allows credit unions to default amortization criteria such as: Delinquency Fine Code, Rate, Payment Frequency, # of Payments etc. The system will then default this value into the applicable fields when creating a new loan request. These defaults are intended to provide consistency for all new loan requests, but can be changed/edited during the loan request process if necessary.
  • 21. Why does CU*BASE show delinquency in two different ways? In some places it is months/days and others it is actual number of days. Public
    Preview
    There are two methods used to track delinquent loans for reporting purposes in CU*BASE: Method One (for Collections tracking) We have always tracked delinquency in two separate fields for “Months” and ‘Days” in the member files. When a loan is 30 days delinquent, it shows as “0 Months, 30 Days” delinquent. When a loan is 31 days delinquent, it is “1 Month, 0 Days” delinquent. A month is always considered 30 days regardless of the actual number o  More...
  • 22. Does CU*BASE offer a budget tool? Public
    Preview
    Yes. The CU*BASE Budget tool is designed to set the base budget by using the historical record-keeping features of its General Ledger. Through the comparison of historical budgets and actual financial activity, CU*BASE can project a detailed budget in a single pass. Once your Budget is created, you can then use the Finanical Report Configuration to bring in your budget totals to perform your analysis.
  • 23. Does CU*BASE support Risked Based Lending strategies? Public
    Preview
    Yes, CU*BASE supports risk based lending. CU*BASE provides tools for pricing loans as based upon the Credit Score/ Paper Grade received. A credit union should check with its applicable credit bureau(s) for Decisioning Products available to facilitate this process.
  • 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? Public
    Preview
    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...
  • 25. How do I download a report from CU*Spy into an Excel spreadsheet? Public
    Preview
    Access CU*Spy as usual. Enter the report name and the date span in the search fields. Click on Search. When the report has loaded, put a checkmark in the box next to the report(s) and click on the Combine and Print printer icon at the top of the list. (Leave the default of.TXT). The report will now load in a new browser window. Click on the File and Save As in the upper left hand corner of the browser page with the report displayed. (If you don't see File, press and release the Alt key to d  More...