Atm Cards and limits
Complaint Cases
Postings
Online Banking
Ebill's
100

Maximum number of Atm cards per member

1

100

What is an anonymous complaint?

Anonymous complaint is one where the person does not have to disclose their name and contact information. 

100

What is the preferred answer if the member asks for a fund transfer?   

Etransfer 

100

What is needed to login to online banking? 

A username and password

100

How to add a vendor? 

To add a vendor 

Ebills > manage vendors > add vendor> select a vendor


200

ATM online limit?

$1000

200
How do you begin a complaint case? 

Option 1
Navigate to the Member or Business Account record, click the Related sub-tab then scroll to the Cases pane and click New. The New Case Selection Menu displays.
Option 2
From the Home screen, click the Cases tab and select New. The New Case Selection Menu displays.

200

Where is end of day balancing located? 

Login to T24

Teller services> Balancing> End of day balancing? 

200

What do you need to setup your digital banking username and password for the first time? 

PAC and PAN 

200

What is the first step you should take when a member calls to add a vendor and pay a bill? 

Refer them to do it through their online banking platform

300

POS Online limit?

$3000

300

When should a call be transferred to a team lead/manager? 

If we are unable to resolve the issue after taking down all the points. 


300

Where are the transaction postings located? 

T24 login 

Membership level > Transaction Posting 

300
Is a member able to deposit cheques online through mobile banking? 

Yes

300

What to do if a member calls in saying he/she has overpaid their bill? 

Perform a bill trace and suggest contacting the vendor as well 


400

Within how many days are deposits made at ccs atm's posted

2 Business days

400

How long will it take a team lead/ manager to get back to the member if they are unavailable? 

With 2 business days

400

What is needed to reverse a same day transaction?

The reference number is needed to reverse a transaction "TFS............"

400

What is the maximum transfer limit for a personal account through online banking? 

10K 

400
Can you pay a PUB for member over the phone? 

They have to go through the branch or online. 

500

Steps to temporarily increase ATM Card limit?

  1. Verify to Tier 1 authentication with the member for requests under 15k
    Verify PAC + 3 Personal Questions with the member for requests over 15k
    - See Authentication Process here
  2. Determine the reason for the increase and document in the CRM. If the member refuses to provide a reason, note the refusal in the CRM.
  3. Review the membership
  4. Update the limits in the banking system
  5. Update CRM to reflect the increase and how long the increase will last
  6. Send the ATM/POS Decrease email template
500

What does ARC stand for? 

Acknowledge

Reframe

Confirming

500

Can Vault transfers be reversed? 

YES

500

What are members are able to see through quickview? 

Members are able to see their balances. 

500

How can a member create multiple bill payments online? 

To create multiple online bill payments, you go through 

First add vendors, then setup the different payments. 

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