Marketing
What is the go live date for FCCU merger with Valley Strong Credit Union?
May 2nd, 2022
To greet a member
“Good [morning/afternoon/evening], thank you for calling Valley Strong. My name is_______. How may I assist you today?”
Which system(s) will you use to verify callers?
Alkami and Authentication Checklist
When searching for a member, the Support dropdown will
Have the option to select members
You cannot register/enroll a customer but
we can tell then how to
Which credit card program are Unsecured Financial Center Credit Union members converting to?
Financial Center Unsecured Classic, Gold and Safeguard will convert to a Visa Platinum Card
Hold please script
"Mr. / Mrs. / Ms. _________, to better assist you, do you mind if I place you on hold while I research this issue? One moment please."
What information can be used to verify the caller?
Email address, Date of last login, Complete address including, house number, street name, City, State and Zip, Last 4 of SSN, First and Last Name
The view as user tab is located in
The member search landing page
What information will the member need to register for online banking?
a. Account Number
b. SSN
c. Date of Birth
d. Email Address on file
f. Zip Code
What username will a member need to use to access their online banking after the conversion?
Current FCCU Username, if it is already in use, member will be prompted to change it.
We use this kind of transfer
Warm Connect
How many questions can you ask to obtain the three correct for verification?
Four to five (4 -5)
View as user is
to see a members account to guide them
What are the password requirements?
a. Must be between 8 - 15 characters
b. Must contain at least 1 number
c. Must contain 1 upper and 1 lower case character
d. Must contain 1 special character
When will the current online banking shut down?
Friday April 29th, 2022
We cannot verify script
“Mr. or Mrs. _____, based on the answers you provided, I am not able to assist you over the phone. For the security of your account, please step into your local branch with your identification for assistance with your request.”
If the caller fails verification, you should?
Inform then to go to the branch
If needed, you can confirm the Temporary Password with the member by hovering over
Show Password
How long is the temporary password valid?
There will be a new Routing Number for FCCU Members. What is it?
FCCU members will begin using the Valley Strong routing number 322273722, effective May 2
Another party joins the line, so use
The compliance script
The caller identifies themselves as not the customer, but can provide the correct verification, we would
Tell them we cannot assist anyone but the member
Which area of the Overview tab will you be able to locate the members, DOB, SSN and Member Number?
Personal Information
All members will be required to download
Members will be required to delete the FCCU app and download the VSCU app