Processes
What are the ways to dispute a Debit card transaction with Andrews FCU?
A: 1. Contact the merchant directly
2. Online/mobile Banking: Login > Card Services > Card Management > Dispute Transaction
3. Calling our Card Security Team at 888-918-7313. JHA cold transfer the member to Card Security team, member will be revalidated
4. Visiting the branch
5. By Phone: If members want to submit the request by phone: Agents must Submit a S/E under AH Debit Card Dispute/Fraud.
How many walkthroughs are there for Andrews?
27
If a Y-12 member is providing a two-digit deposit amount that is off by $6 for authentication, do we fail them?
No, Y-12 allows a $10 discrepancy when verifying a two-digit deposit.
LFCU If a 3rd party calls in about a cashier check, would we be able to verify cashier checks for 3rd parties?
Yes
Does Potlatch credit union offer Free Notary for non-members?
There is no fee for non-members to use the notary service.
What is the fourth step for voiding a transaction for Signature Credit Union?
Choose the transaction you would like to void and click next
If a third party calls in on behalf of a member for Louisiana Federal Credit Union and is able to provide all the correct authentication information, are we able to assist them?
No, we are only able to provide information to the account owner
Jefferson member calls asking about a check they deposited recently and are asking why the funds are not available yet (this is a mobile deposit).
Inform member that mobile checks are subject to a hold for up to 9 days and we are unable to speed up this process.
Is there an age limit on when a member can start an OLB for Campus FCU?
No minimum age
What would a member need to do in Truestar federal credit union walkthroughs, if they wanted to add a Christmas share.
Start a new application, click savings, click add
How many items do you need to verify a FedEx member?
5; the member's name + 4 additional items from the authentication list on CMS.
6 if member has a passcode on account. Will take 5 or 6 for answer.
JFCU If a Member calls in about getting rejected for a mobile deposit and now can't retry and deposit it again due to them misplacing it, how would the agent go about solving the member's problem?
If a member Destroys a check, they will then need to get another one issued and would have to retry the deposit again.
A FedEx CU member is calling in and wants to know what the grace period is for their consumer loan and what will happen if they go over that grace period.
Grace period for delinquent loans without being charged a fee is 10 days for consumer loans and for credit cards. If consumer loan is pass due more than 20 days, debit card will not process transactions.
What would be the steps to take for Louisiana to do a OLB password reset in alkami?
1. login to the alkami olb portal- link on the home page of cms and navigate to support < members
2. if disabled, click the eye con to the right on the next screen click disabled then activate and then enter the reason
if locked: click the eye con to the right on next screen, click unlock then enter reason.
3.Once unlocked select the member and the field to reset the password will be towards the bottom of the page.
4.Select the reset buttom on the right of the password field and choose the delivery method the member prefers and hit "send password"
When it comes to Andrews CU, what do you do when the telephone passphrase is not listed on the account?
Use 1-time passcode option by selecting wrong and open up the out of wallet questions.
FedEx member is asking if there is a monthly limit on mobile check deposits and if so, what is the limit?
Yes, the monthly limit is 6k, 60 items