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There are notes in Symitar that a member deposited a fraudulent check via RDC. Should you reach out to Operations?
Possibly. Review the notes and ask member appropriate questions as instructed in Symitar.
If you need additional information for how to proceed you can connect with Operations, however most of the time you can advise the member what to expect and simply add notes regarding the conversation that you had.
Member incurred a late fee on their boat loan and they're requesting to waive the fee. Should you consult with Operations to determine if we can do that?
No. You are empowered to make this decision. Review the membership to see if the member has many fees, do they make on-time pymts, how long have they banked with us?
If you believe that it's the right thing to do, you can waive a fee even without the use of MyPlus Rewards points. Simply notate the account the reason for the exception and complete the "Refund Fee" option in Symitar Specfile.
Partner with your team lead or leader for additional guidance if you are unsure how to proceed.
A members RDC check was returned/failed to deposit. Should you contact Operations?
Yes, you might need to connect with Operations to learn more about the cause of the check being rejected or failing to deposit.
Another employee completed a transaction in error and the member is reaching out to have this corrected. That employee is gone for the day. Should you connect with Operations for support?
Possibly.
Depending on the transaction type, if it occurred the same day, Operations may be able to complete a "Same-Day Void."
If the transaction posted on a different date, you will likely need to submit a service event for a correction.
Partner with your team lead or leader for additional guidance if you are unsure how to proceed.
Member is requesting for you to release the hold placed on a check that they deposited via RDC. Should you contact Ops to inquire if you are allowed to release this hold?
No, in most cases we do not make exceptions on check holds however you are empowered to make this decision though. Review the membership, is this a recurring deposit the member makes, have we successfully cashed a check from this entity before, do they have matching funds if the check is returned? how long have they banked with us? Add notes to the membership regarding any exceptions that you make.
If you are not comfortable making this decision on your own, you should partner with your Team Lead or Leader for further guidance.
Member is inquiring about an automated transfer that occurred on their account. Should you call Operations to review?
No, please utilize KB to understand the transaction details.
Partner with a Team Lead or Leader if you need additional support reviewing the automated transfer details.
Member is a victim of identity theft and their online banking has been compromised. Should you contact Operations?
No, please contact Fraud Mitigation and follow the KB article 12021 guidelines.
For additional questions/support reach out to your team lead or leader.
There is a Levy/Garnishment placed on a membership. Member is requesting that we remove the hold. Should you call Operations?
No, Operations does not deal with Levies and Garnishments.
Please review KB article. You may email Levies Garnishments for additional questions, however we cannot release holds on these requests. There are no exceptions. These are legal matters and members must contact the agency that placed the request.
Member is unable to register for online banking. Should you reach out to Operations?
No, in most cases you would review account warnings, comments and notes to determine the cause.
Typically being unable to register for OLB is directly related to a warning on an account from another dept such as fraud mitigation or solutions. Review carefully and inquire with your Team Lead or Leader if you need further assistance.
Member would like a copy of their check image. Should you call Operations to obtain a copy?
No, Processing is happy to assist with these requests. No need to locate the image, simply let them know which specific details such as member number, check number, date, amount, etc. They can docusign the image/s directly to the member.
You can utilize KB if you'd like to pull the check image yourself to review with the member as well.
Fraud Mitigation indicates that a full membership switch is needed for an account with loans. Should you call Operations to begin this process?
No, please submit a service event. If this is an urgent request, you may follow up the service event with an email explaining the situation and requesting to expedite the request.
*Please note that not all situations are urgent. Do not request to expedite this process unless it is truly urgent and warranted. Partner with a team lead or leader if unsure.
Member's automatic payment for their car loan was set-up in Symitar and they also set it up in their online banking resulting in a duplicate payment. Should you call Operations to reverse the duplicate payment?
No, in most instances you would simply submit a service event to reverse the duplicate payment following KB 11181.
If the member is needing the funds right away, we could certainly follow-up the service event with a call/email to Operations requesting to expedite the process.
Personal check cleared the wrong account. Should you call Operations to correct the issue?
No, in most instances you would follow the KB article and submit a service event to correct this.
If this caused a member's account to be overdrawn, we could certainly send an email in addition to the service event explaining the situation and requesting to expedite the service event.
Member's statements have not been arriving in the mail. Should you contact Operations?
No, there are KB articles that walk through how to review statement issues in Infotrac.
Utilize your resources and if you still need assistance please partner with your Team Lead or Leader for guidance on next steps.
Member is upset because their Social Security deposit that is scheduled for the first of the month has not posted for early pay yet. (It's the 28th today.) Should you call Operations to see when the deposits will post?
No, if the item has not posted to the account and is not in the ACH Warehouse in Symitar, then we have not received the file. We do not control when these files are sent over.
Social Security does typically send deposits early if the post date will fall on the weekend or a holiday, however if the post date is M-F, they do not always send these files earlier than the day prior.
*You can review the Social Security Payment Calendar online to help review. Partner with your team lead or leader with additional questions.
Member's direct deposit from yesterday is missing and now their account is negative. They verified with their employer that the deposit was sent and confirmed the Routing and Account information is correct. Do you call Operations?
Yes, you could certainly call 4411 and speak to a member of the Operations team in this instance. They will need to know the exact dollar amount that was sent over for the deposit to run a search.
Member has questions about their Bill Pay payment that was returned. Should you contact Operations?
No, you can review Bill Pay return details in Partner Care.
If you do not have access, please follow KB article 11643 to obtain access and/or partner with a team lead or leader in the meantime.
Member's automatic payment is failing in Symitar. This is the 3rd time that they've reached out. Should you call Operations for support?
Possibly, please review Symitar carefully first to ensure the automatic payment is set-up correctly and that there are sufficient funds available. Review KB to ensure the payment is set-up correctly.
Partner with your team lead or leader for further review if you're unable to locate a cause.
Lastly you may reach out to Operations if you need additional support.
A members debit card is declining at the ATM. Should you contact Operations?
No, please review Quick Assist to determine the cause. Utilize KB articles to understand warning codes. Partner with your Team Lead or Leader if unsure how to correct the issue.
If you have taken steps to correct the issue and the problem is still not resolved, reach out to Cards for assistance.
You're entering wire details into Payment Exchange and aren't sure how to input some of the details. Should you call Operations?
No. Please follow KB articles first. They are written with step by step instructions and include helpful details in the Considerations section.
Partner with your Team Lead or Leader if you still have questions and beyond that, utilize the Payments Exchange Wire Support chatroom in Webex.
Member did not receive their MyPlus Rewards eGiftcard redemption. Should you contact Operations for assistance?
No. Please review details in Amplifi. (You can find details for how to review on the Loop by typing in MyPlus Rewards in the Search bar.)
If the email needs to be re-sent, please email MyPlusRewards@affinityplus.org.
Member has a charge-off on their account and cannot access their online banking. Should you contact Operations?
No. Members will not have access to online banking as long as a charge-off remains unpaid.
Please discuss who they can work with to set-up a payment plan (Located by clicking on the share/loan record in the account tree, in the Warnings Section.)
For additional inquiries partner with Solutions.
A member is inquiring the status of their outgoing wire. Should you call Operations?
No, please review Symitar and/or utilize KB to review details in Payment Exchange.
If you are unable to locate the details, please utilize the Payment Exchange Wire Support Chatroom to request additional information.
Member is inquiring when the funds from the foreign check that they deposited will be available to them. Should you reach out to Operations?
No, please review KB to quote appropriate timeline.
If there is an urgent request partner with your team lead or leader to determine if the request should be forwarded to Financial Accounting for an exception review.
Members first mortgage payment was applied incorrectly. Should you reach out to Operations to have this corrected?
No, Operations does not handle first mortgage transactions. Please email mortgageservicing@affinityplus.org for assistance.