Show:
And the workflows go to...
Name that Channel
Your Remote Services Team
Wild Card
100
Member calls and is not able to transfer to/from another institution through Online Banking.
What is Account Services? Typically members are not able to make transfers because their account is blocked from making transfers rather than a system issue. Check to make sure this isn't the case before escallating to Remote Services.
100
Online Bill Pay
What is BCU's Website, and iPhone and Android Mobile App?
100
Best way to get in touch with us about a member question
What is run a Remote Services workflow? While we each have emails, a department email and phone numbers, we typically watch Akcelerant workflows for frontline issues.
100
Percentage of BCU members use actively use either Online Banking or Mobile Banking (within 5%).
What is 50%
200
Karen enrolled in Online Statements, but since the beginning of the year she's no longer receiving an email letter her know that her Online Statement is available. Her email address on file is correct.
Who is Marketing? Depending on the members account, they may have blocked emails or opted out of Marketing messages. In certain cases, some email providers actually block emails sent in bulk (i.e. Comcast.). Marketing would be able to put the member on a small distribution list to avoid this problem.
200
Deposit Anywhere
What is BCU's Website, m.bcu.org and Smartphone app for iPhone and Android?
200
Member is having an issue with Mobile. Or, this may be the only person on the planet who knows the screen refresh rate on an XBox.
Who is Derek Berndt? Derek is responsible for all things Mobile within Remote Services as our Online Channel Manager - Mobile.
200
3 of the 4 people in Vernon Hills who can authorize a Deposit Anywhere limit increase for up to $50,000.
Who are Scott Schmidt, Greg Klemstein, Dan Parsons or Taylor Murray (any of the regionals can authorize this amount)?
300
Member has used Deposit Anywhere in the past, but isn't able to access it now. They had a charged off account in the past, but they have an open savings and checking account now that is not charged off.
What is Account Services? If members have had a charged off account in the past but have an open account now, they may be able to use Deposit Anywhere. However, this is on a case by case basis and should handled by Account Services.
300
Forgot my password
What is BCU's website, m.bcu.org and Member Relations?
300
I've got a member who is really upset about something on our mobile devices and I can't get in touch with Derek. The member wants immediate help and wants to talk to a supervisor.
Who is Member Relations Supervisor or anyone within Remote Services? If you have a member who demands to talk to a superior, it is always best to put them in touch with anyone within Remote Services or your Supervisors. Derek, as the mobile manager is the first option, but anyone within Remote Services is happy to help.
300
Place where you can go to submit ideas for the website, new membership application or anything you think Remote Services should do.
What is Suggestion Box for New Membership application or Website Redesign Project located on Remote Services Sharepoint site.
400
I received a call from a member who has locked themselves out of Online Banking and would like a temporary password. However, when I try to send them one the system won't let me.
What is ABS Help Desk and Remote Services? Trick question! Always submit a help desk ticket first for any kind of Online / Mobile system outages and then notify Remote Services. While ABS tries to get to these outages as soon as possible, we should notify Remote Services so they can work with IS to resolve it quickly.
400
Lost or Stolen Cards
What is BCU website and Member Relations?
400
I've received some recommendations from Members regarding their experience with the new membership application that I think are good ideas. Or, I am stuck on a video game and need some help from a hardcore online gamer.
Who is Kelly Merkle? As the Online Channel Manager - Virtual Banking, Kelly is responsible for all strategic applications (new membership and consumer lending), social media and FindIt.
400
Of the following: Service Centers, Call Center, Telephone Teller, Online Banking, Mobile Banking, ATM and Shared Branch. Name the top 3 fastest growing channels our members use.
What is Mobile Banking, Online Banking and Share Branch?
500
I've received 3 phone calls within the last 10 minutes that members cannot make a mortgage payment online. There doesn't appear to be anything similar between the three members and I'm hearing that other reps are receiving similar calls.
What is Remote Services and ABS Help Desk? Best rule of thumb with these types of situations are to see how many phone calls you are getting about this situation. If you receive a lot of phone calls about the same subject, it is likely a system outage and should be escallated to Remote Services.
500
Find all of the answers to your commonly asked questions
What is FindIt?
500
I've got a great idea that I think our members would really like, but have no idea where to start. Or, the big tall guy who drinks a lot of coffee and is kind of scary (but is a closet teddy bear - shhh!!)
Who is Scott Schmidt? Scott is responsible for the overall direction of Remote Services for BCU as the Director of eServices and manages the Remote Services team.
500
This online resource is the best way to find out everything you want to know about Remote Services (hint: it's not the website, but it's on the website)
What is FINDit! or "A Quick and Easy Guide to Online Banking" which can be found online? This 32 page online booklet walks you through how to use Online Banking and most of the services available for members?