Updating ARU and Online Banking Access

Screen ID:

Screen Title:

Panel Number:

UPIN-02

Update Audio/Online Banking Access

3723

Access this screen after entering an account number on the previous screen or by selecting "Online Banking (activate, change PIN/password; view password history)" on the initial Member Personal Banker screen.

Get the member's perspective with this online banking video: Online Banking Overview (More videos below!)

Screen Overview

This tool is used to update a member's access privileges, such as resetting or changing a password, to the CU*Talk audio response and/or It’s Me 247 online banking system.

This screen can be used to update a member's access privileges to either system, including letting you reset a member’s online banking password or audio banking PIN, monitor the date her or she first accepted the Online Banking Use agreement (logon banner), and view or maintain the member's Personal Internet Branch (PIB) Profile. You can also display the member’s online banking username from this screen and reset security questions.

After making the appropriate selections (see below for a description of all options), enter a Reason and then use Enter to save.

Please note that all changes to this screen require a Reason code.

Tips for Setting Up a New Membership

If accessing this screen as part of setting up a new membership, use PIB to create a PIB Profile for this member. The first screen that appears will allow you to verify or change the member's email address, then the PIB Profile configuration screens will appear.

Tips for Handling Member Password Resets

What are the special requirements for a password for It's Me 247 online banking?

This screen can be used to change a member’s password to the credit union defined temporary password. All resets on this screen are active for 24 hours. After this period of time the member will not be able to access online banking and will be required to call the credit union for another password reset.

This password reset may have already been done via one of the entry messaging screens (for invalid reset or non-use or temporary password expiration, but a credit union employee can also change a password to the credit union temporary password on this screen. To change a member’s password, first verify the member’s identity using Verify Member. Be sure to follow your credit union policy. Then check the first check box in the Change Password area – “Reset a password to..”. What the password will be changed to (the temporary password) will appear in this reset statement the screen. You will also be required to enter a reason for the password change. Use the $images\magnifyingglasslookup_shg.gif$ to select the appropriate reason code. (This will default to the default reason code. Be sure to change it to the appropriate code for this reset, per credit union policy) Then click the forward arrow (Enter). A confirmation window will appear once again displaying the temporary password as well displaying when the 24 hour window will expire.

If you credit union allows custom password resets, check the box and enter the appropriate password in the space that will appear.
The history of the reasons for previous password resets can be found on the Password Reset History screen.

Refer to the booklet It’s Me Strategies for Controlling Member Access for a recap of these screens.

Resetting Security Question

To reset security questions, click Reset Security Questions button. Click Delete to confirm the deletion of the answers to the questions. Learn more about recommendations for resetting security questions.

Viewing or Deleting a Member’s Username

To view or delete the member’s usename, click Display Username to view or delete it. A confirmation button will appear to delete the username. Credit union employees cannot create usernames for a member – the member must create them in online banking.

Field Descriptions

Field Name	Description
Is the member allowed to access their account using:
Audio response	This box must be checked in order for this member to be able to access CUTALK Audio Response. Remove the check to disable this member from audio response only. This feature cannot be enabled unless your credit union has activated audio response globally using the "ARU Configuration” feature. Contact a CSR for details. More Audio Banking fields are documented below.*
Online banking	This box must be checked in order for this member to be able to access online banking. Remove the check to disable this member from online banking only. This feature cannot be enabled unless your credit union has activated online banking globally using the “ARU Configuration” feature. Contact a CSR for details. To block a member from enrolling in online banking, add them to the online/mobile fraud block list. NOTE: Any previously accessed channels will not be blocked. Refer to the Overview: Fraud Block Lists for more information. Unchecking this box blocks all online access to this account, including online, mobile and jump access. To keep this box unchecked add the SSN/TIN to the online/mobile fraud block list. NOTE: Be sure to research all other accounts owned by this SSN/TIN and repeat this action to ensure this person or organization is not granted access. (Prior access is not removed by adding the SSN/TIN to the fraud block list. How does the online/mobile denial of service fraud block list work? Is an employee blocked from enrolling a member in online/mobile banking? Can the member log into online/mobile banking?
Change Password (online banking)
Reset PIN to (temporary password configuration)	Check this box if you wish to reset a member's password for online banking only, using to the credit union’s temporary password configuration (set in the Online Banking configuration). The next time this member attempts to use online banking, he or she will be required to change this password to a different number immediately after logging in. NOTE: If the member is on the Online/mobile Fraud Block List, you will not be able to reset the member's password and will instead see the messaging, "SSN/TIN appears on fraud block list." Follow credit union policies and procedures. Learn more about fraud block lists and the Online/mobile fraud block list.
Assign a custom password New custom password	Check this box to manually set up an online banking password for the member. Enter the password where indicated. This appears when Assign custom password is checked. This should be used only in rare cases where a member asks for a specific password. CU*TIP: This option may not appear, if your credit union has opted to deactivate the ability for CU staff to set custom PINs upon member request. Contact a client service representative for information about using the control.
Date the member last logged into online banking	This field shows the date when this member was last logged into online banking. You can also use this field to reactivate a member that has been “expired” due to a period of inactivity. Password expiration is a CU-defined parameter, set up when activating expanded online banking passwords. Contact a CSR if you wish to activate this feature.
Date the member accepted the online banking end use agreement	If this member has logged into online banking and accepted the Online Banking Use Agreement, this field shows the date on which the agreement was accepted.
Member has a PIB profile	If checked, this member has a PIB Profile in place to control how online banking will behave for the member. Use PIB to view or modify this member's Profile, or to create a new profile for this member.
Change PIN (audio response)
Reset PIN to last four digits of member's SSN	Check this box if you wish to reset a member's password for audio banking only, to the last four digits of the member's SSN. The next time this member attempts to use CU*TALK, he or she will be required to change this password to a different number immediately after logging in.
Assign a custom PIN New custom PIN	Check this box to manually set up an audio banking password for the member. Enter the PIN number where indicated. This appears when Assign custom PIN is checked. This should be used only in rare cases where a member asks for a specific password. CU*TIP: This option may not appear, if your credit union has opted to deactivate the ability for CU staff to set custom PINs upon member request. Contact a client service representative for information about using the control.

Buttons

Button	Description
Verify Member	Use this to move to the Verify Member screen containing personal information, including code word, that you can use to confirm the identity of the member.
Skip	If this screen appears as part of the process for opening new memberships, use Skip to skip over this screen and proceed to the next one.
Password History	Takes you to a online report of the members password changes.
PIB	Use this to view and/or maintained the member's PIB Profile settings, as well as the member's email address.
Reset Security Questions	Use this to delete the answers to the member’s security questions. You may also use the Reset Security Questions button on this screen. You will need to confirm the deletion with an additional confirmation screen.
Display Username	Use this option to view the member’s online banking username. You can also delete the username from this screen. If the username is deleted, the member will need to set up another username the next time the member logs into online banking.
View Promo Inf	This is conditional and will only appear if the member is a member of a promotional campaign. Use this to view the details of the campaign.

Additional Video Resources

Check out these additional video resources!

Logging in to Online Banking for the First Time (no username, no PIB) (member video)

Logging in to Online Banking for the First Time (no username, yes PIB) (member video)

Logging in to Online Banking for the First Time (yes username, no PIB) (member video)

Logging in to Online Banking for the First Time (yes username, yes PIB) (member video)

View more member-facing online banking videos

Visit the video library to view all videos