Teller and Member Service Workflow Controls (Teller Processing Controls)

Description

This box controls whether or not the Teller Audit Report (PTLCL2) prints whenever a teller closes his or her drawer.

About the SARs/Fraud Alert Warning

The SARs/Fraud alert warning can be configured to show if a member has transactions (for a configured time range of up to nine days and tracking specific types of transactions). It allows you to catch, for example, suspicious activity over the weekend or a holiday or when a member deposits a check at one branch then withdraws the funds at a different branch.

If a member has completed any transactions through the origin codes and number of calendar days selected for transactions that hit the member’s account, but also teller drawer-only activity, the SARs/Fraud alert warning will appear immediately after entering the account number on the Account Selection Screen (the initial teller posting screen). This would provide an alert, for example, if a member attempts to deposit a check at one branch then withdraw the funds at a different branch.

• If you choose to activate this feature, be sure to have a policy in place that instructs tellers what to do when this message appears. This might involve advancing to the Verify for Suspicious Activity screen or maybe even a call to a head teller might be appropriate depending on your credit union’s policies.

How to Configure the Warning to Appear 

Your credit union can also select the number of calendar days to track for suspicious transactions for the SARs/Fraud alert warning to appear.  Enter a zero in the last calendar days field to track only transactions only for today.  Otherwise enter a number from one to nine days in this field.

You also have control over which activity will be used to activate the warning window and can select from four origin code:  teller (01), ARU/online banking (96), PIN-based ATM/debit (22), Phone Operator (15). This allows you to specify the scope of the warning to ensure tellers pay proper attention to the SARs/Fraud alert warning. Learn more about Origin codes

Once you have set your desire settings, check the box in front of Display warning to activate the feature.

This box controls whether or not the “Verify Member” pop-up window (which contains member ID verification details as well as Member Account Comments) will appear automatically in Teller Processing. If checked, the window will appear immediately after a member account number is entered, and the user must use the backup arrow or Enter to continue. If unchecked, staff will be required to manually access comments using a button instead.

In addition to the importance of verifying a member’s identity, remember that Member Account Comments can include delinquency information, special instructions for handling a member’s account, and other important information. Disabling the pop-up window can cause employees to ignore this information when working with member accounts.

This control does NOT have anything to do with the red and green “Verify My ID” or “No ID on File” buttons that link to an external photo ID image. Those are controlled by an indicator on the MASTER membership record itself. SEE ALSO: Photo ID on File Indicator

This box controls whether a window will pop up warning the user when a member’s email address has been flagged as wrong while in Teller.

This box controls whether or not tellers who are authorized to perform overrides are able to take a member's account below $0.  

• To perform the teller override, tellers must have access to Tool #585: Perform Transaction Override (or access to the Transaction override screen another way) and have "Teller Override" checked in Employee Security: Special Security.

• Learn more about transaction overrides

• Note:  This feature is SEPARATE from the optional Teller ANR feature which allows you to post teller withdrawals, up to the member’s negative balance limit, subject to your standard ANR fee. In fact, we strongly recommend if your CU is using Teller ANR for fee income, that you do not also activate this new negative balance override without careful consideration of the potential conflicts between the two features, depending on your limits and a member’s specific situation. Refer to the Automated Non-Returns booklet for more details.  

This is entirely separate from ACH Exceptions negative override.  (See below for activation.)

All override transactions are listed on the Transaction Override Report.

Use this field in conjunction with the Allow negative balance teller override field to determine how far negative an override can take a member account. This field indicates a negative number.

This allows you to select to use the Currently Servingfeature which allows front line staff to service the person standing right in front of them and to give that person access only to the correct sub-accounts.  Also use this feature to print currently served information on receipts - see "if serving a joint owner, print joint owner name in place of primary name on receipt (next field).

• Learn more about Currently Serving.

• Also use this feature to print currently served information on receipts - see "if serving a joint owner, print joint owner name in place of primary name on receipt" (next field). 

Select from the following to control the default Process Code on the Teller Processing screen.

Funds In/Serving Primary Member (F)

Funds In/Serving Another Owner (S) (This Process Code is used with the Currently Serving feature.)  

Description

Allows you to access a view-only version of your credit union Privacy Configuration settings.

Allows you to access a view-only version of your Bank Secrecy Configuration.

Allows you to access a view-only version of your Teller Check Holds Configuration.