Symitar
What are the ways that you can identify a member?
Driver's License
Verbal Password
ID Q&A
A member got a call that there may be some fraud on their card, but is unsure that is was us. Where would you look in PSCU to see if it was indeed them that called?
In the Memo field.
Member wants to know if their transaction is pending. Where would you look?
After entering in the members information, go under transaction summary. Click on the transaction in question. You will see where it is on it's Journey.
A member needs to change their Password. Where do they do that?
Under My settings, Security Settings.
How many Payees can a member have at any one time?
No limit that I know of!
Where would you look to see Account holds?
The tree and or the Holds in History Microapp
A member is going to Bora Bora! What travel note would you place on the card?
Travel Strategy 75, International, and in the free form field, put the information in the comments field and set it to Priory Permanent
Member has a restricted hold. What do you do?
After verifying the member and the transaction, let Michelle or Ayona know.We can remove that.
Member needs to get an OTP. What are the choices?
Phone call, Text or email. You can't opt them into text. They can once they get logged in. If they can't access either, Michelle or Ayona can assist with giving them a OTP
A member sent a check out. It was never received. How much is the Stop Payment Fee, and When are they charged?
$30.00. They first business week of the next month.
Who can you talk to on a trust account?
The trustee only
Oh no! The member's funding Source is wrong on their card! How do you fix it?
In the funding account fiends on the main page. They you change the suffix on Symitar Then all is good!
What is the fee for a stop payment on Zelle?
$10.00
2 Men named Rob Smith are calling in. They both want to use Rob Smith as their username. Their Passwords will be different. Can they do this?
No. Just No.
How long are Bill Pay checks good for? Then what happens?
90 Days. After that, Metavante places a stop payment, at no charge to the member, and the funds are placed back in their account.
A member deposits a $10000.00 check today! WOOHOO! they won at Rivers. When will all the funds be available with a Waive 18 warning on the account?
$5525.00 available today. The remainder will be available in 7 business days not counting the day of deposit.
Member wants to make a large purchase and it keeps getting declined. How do you get it to go through?
Put a travel strategy of 50 in the travel memo field. If that doesn't work, Mike Wood can assist in putting in a ticket with PSCU
A member is trying to send money to his mother's account at Key Bank using External Transfer. it is failing. What is wrong?
You can't use external transfer to someone else's account. It has to be an account in your own name.
A member wants to use a funny, yet profane username and it won't let them. Where do you find a list of prohibited words for user names?
In the knowledge base. Search prohibited used names. It will come up.
I member sent a pill payment to National Grid but at their own address. They have the check in their hands and are upset. What can they do?
Write "not used for the purpose intended" and they can redeposit it into their account.
A member is looking for at their variable home equity loan online, they opened it last February. Their payment went up by a chunk. Why is that?
A variable HELOC has a promo period of one year. This expired, and the interest rate was raised to the current rate.
Members card keeps getting declined on Fanduel on Super Bowl Sunday! When you look in PSCU, it tells you that it is customer directed. What is wrong?
Member has gone into Debit Card Controls and has chosen to block the transactions in that class. In this case, it would likely be Age Restricted sites.
A member is trying to register for Zelle. It is not letting them, telling them that they are already enrolled, but they aren't showing in Compass? How would you solve that?
Enter the member's Social Security security number in compass, that should pull up and let you know that they are registered at another institution with either Zelle or External Transfers. You can also try the Phone Number or email address. If all 3 don't work, see Michelle or Ayona to place a ticket.
A member wants to let their bookkeeper access their account. Is this permissible? If so, how would they limit their powers within the account?
It is. They would add a subuser. Under the Sub user registration they would have the ability to limit what the sub user can do. You can see them in the main account page, under Entitlements.
Oh No! They need to change that address! They want National Grid get the bill. How do they do it?
Choose the Payee. To the right, there is the option to Edit a payee. Edit it there. If it says that it is already on file, then provide the customer service number to Metavante, and they should be able to edit it on thier end.