MCU Personal Accounts & Services
Limitless Account
Meridian's student account - ages 18-29
A Member has requested a statement. As there is sensitive information being sent, how do we send the information to the Member ensuring security?
Secured Message
Encore
Our banking platform
What is the name of Meridian's "direct deposit" form? Can Members obtain through the mobile app AND full version of the website? Can we send it through email?
Confirmation of Account Encoding Form
Yes they can and NO we cannot.
FSRAO
- protects the rights of consumers by promoting high standards of business conduct and transparency within the financial services we regulate.
- Protects Members monies, up to $250,000 per ind., $250,000 joint in unregistered funds, registered funds like TFSA/RSP etc, unlimited.
Can we order Foreign Cash for Home Delivery? Does the Member have to be home? What if they want it delivered to the Branch?
Yes
Yes
They will need to head to the Branch to order if they wish to have it delivered there.
A Member wants to increase their ATM/POS limit, what is the process we follow in ACE
Do we assign the message to anyone?
Note the last 4 digits of the card, confirm the amount being increased to, provide location & noting that Member is aware that limit returns to "normal" at midnight.
It is NOT assigned to anyone, just an "ADD CONTACT"
the Exchange Network
a group of banks and credit unions that have come together and agreed to let their cardholders use each others ATMs as if they were their own. This gives their cardholders access to thousands of ATMs across Canada, all surcharge-free.
There are over 4,000 ATMs!
A Member realizes they have made a payment to the wrong bill. What form do we complete? How long does it take for the funds to be returned?
Trace Request form and it takes 6-8 weeks for the funds to be returned.
Can we obtain cheque images for Members and if so, what program do we use?
Central 1
HISA/OADV, are they one and the same?
Rate is currently 2.10%
Funds are liquid
A member is rude, swearing, being disrespectful.
What do we do and who do we assign it to?
Assign it to the Branch Manager or to your AM.
Five9
Contact Centre phone system
A Member calls to inform you that his debit card has been stolen and they have accessed funds in his account.
Do we transfer the call or do we take ownership and if so, what form are we completing? Does it have to be signed by the Member?
All-in-One Fraud Form
531 Lake St., 2nd Fl
St. Catharines ON L2N 4H6
Contact Centre Address
A Member wants to transfer funds from one FI (Financial Institution) to another, can we do that? How long does it take? What is the daily limit for a Member to send?
Yes, it is a Money Mover OR DEFT. It takes 3 business days but in some instances a RUSH DEFT may be required. The daily limit for the Member is $10,000 however they can call the CC for assistance.
How long does it take for a Member to receive a secured message?
It comes in real time.
Mnet
Internal Staff Website
A Member is going on holidays, what form do we complete if necessary?
Travel Alert - review form first, some countries don't require a travel alert but proceed with noting in ACE.
What is the Contact Centre phone number?
1-866-592-2226
GL 3911-admin sub 302
When sending a secured message, what account does the "Member" field have to be on? What is the "Type" field? What is the "Product" Field? The "Sub-Type" field and lastly, the "Category" field?
Individual Member no.
Standard
Other then Internet Banking - Secured Message
Secured Message
Website
Retail Admin Tool
- the program we use to unlock Members, reset passwords, security questions etc.
A Member wants to cancel a pre-authorized debt or a cheque on their account. What is that called? Is there a fee, if so, how much? What is the form called?
"Stop Payment"
Yes, $15
"Stop Payment Request" form that requires a statement to be read to the Member
Jay-Ann Gilfoy
Our CEO