Teller and Member Service Workflow Controls

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UTELLWF-01

Teller and Member Service Workflow

Controls

4458


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Access this screen by selecting Tool #1005: Workflow Controls: Teller/Member Service (maintenance) or Tool #969: View Teller/Mbr Service Workflow Controls (inquiry).

Use this screen to customized the settings for your Teller and Member Service experience. Many settings exist on this page, for example, controlling whether a teller audit report prints when the teller drawer is closed or if the teller will see alert warnings when the transactions are posted more than one time for the member in one day.

·    Refer to the additional notes below the section on controls.

Controls

Control

Description

Teller Processing Controls

Print teller audit reports when closing drawer

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

Display warning (fraud alert) if other transactions occurred with in the last x calendar days

 

For transactions originated via Teller posting (01) PIN-based ATM/debit (13) Phone Op (15) ARU/online banking (96)

About the SARs/Fraud Alert Warning

The SARs/Fraud alert warning cah 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 warningLearn more about Origin codes

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

Auto-display the pop-up window for ID verification and account comments

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

Auto-display warning window for wrong email address

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.

Allow negative balance teller override

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.

Take balance no lower than

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.

Default process code

This allows you to select to use the Current Serving Feature,  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.)  

If serving a joint owner, print joint owner in place of primary member name on receipt

This is used if the Current Serving Feature is used.  Funds In/Serving Another Owner (S) must be checked as the Default process code (see field above).  

Check this box to print the name of the person serviced on the receipt, instead of the primary member’s name, and the resulting balances of only those accounts on which they are joint. (If a person is neither primary nor joint and makes a deposit, such as a son making a deposit for his father, then the primary member’s name will print on the receipt; however, no resulting balance information will print.)

  • Learn more about Currently Serving and how to use it to assist the person in front of you.  

  • Remember that this feature does not apply to Misc. Owners (type "M" in the SECNAMES Secondary Names table) as these owner types cannot be served via Teller Currently Serving.

Other Member Service Controls

Auto-display warning window for wrong email address in Inquiry/Phone

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 Inquiry or Phone Operator. (Separate checkboxes control auto-display in Inquiry and Phone
Operator)

Print daily follow ups report

Check this box to automatically print the Outstanding Follow-Ups by Employee report (LTKLE1) at the beginning of each day, showing outstanding Trackers that require follow-up. This report shows Trackers grouped by Employee ID.

Auto-display member comments in Phone/Inquiry

This box controls whether or not the Member Account Comments pop-up window will appear automatically when Member Inquiry and Phone Operator software. If unchecked, staff will be required to manually access comments using a button within these applications.

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.

Auto-display delinquent loan account info window in Inquiry

This box controls whether or not the Loan Account Delinquency Details window will appear automatically when a delinquent loan is displayed in the Member Inquiry system. This was designed to draw an employee’s attention to the delinquent status of the loan. Leave this flag unchecked if you wish to avoid this interruption; users must use F23-Delq/Cr Rpt Hist on the Loan Account Inquiry screen to view the window manually.

Auto-freeze all sub-accounts if member is deceased

This allows you to select the freeze code for all sub-accounts of a deceased member or dissolved corporation.  Use this configuration to select from any of the three freeze codes, so you can, for example, freeze withdrawals and disbursements while still allowing outstanding payroll deposits and the like to come in.  Select the freeze code from the drop-down menu.

Learn more about freeze code options.

Purge stop payment records after xx months

This box controls the default purge date set when a stop payment is placed on a member check. Enter a number of months (06 is common) to be used to calculate the date on which the stop pay order will be deleted from the system. If the check is presented after that time, it will clear.  

The maximum number of months that can be entered in this field is 99, meaning exactly 99 months or over eight years from when the stop pay is entered.  

  • Tellers can always change this to 99999 (never purge) when creating the request.

NOTE: The default purge used for stop pays requested in online banking is set up separately in ARU/Online Banking configuration.

Print current balance on receipts

This box controls whether or not the member’s account balance will print on teller receipts.

Some credit unions choose not to print this as a security measure, since many members do not keep their receipts secure. Remember, though, that you can choose to suppress balances on an individual receipt (or even suppress the receipt printing altogether) from the main Teller Posting screen.

Allow ACH distribution maintenance via Phone Op

Check this box to allow staff to update ACH distribution records while working in the Phone Operator software. Leave the flag unchecked to require maintenance be done only from the tool.

Allow ACH negative balance override for ACH exceptions

This box controls whether or not back office staff who are authorized to perform overrides are able to post a members account below $0 via the ACH Exceptions screen. (Keep in mind that this override feature only applies to ACH repost and not the initial posting.  While it takes into account secured funds, it does not consider negative balance limits.) This override is done on the repost only and does not reverse any fees that are associated with the initial posting.  

This is entirely separate from teller negative balance override. (Covered above.)

Additionally this override does not reverse any fees associated with the transaction.  All override transactions are listed on the Transaction Override Report.

  • 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.  

To use this feature, members use the Trans Override button on the ACH Exceptions screen.  The select "Allow Override to negative balance for one transaction, enter the account.  Then upon repost, the account can be posted to a negative amount up to the amount configured below.

Take balance no longer than

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

Phone operator wrap up

This allows you to activate the Phone Operator Wrap Up code feature, which allows you to monitor the types of calls your call center takes.  

Select from one of the following:

Call types and purpose codes are configured here.

None indicates that this feature is not activated.

Show to

(Use in conjunction with "Phone operator wrap up" above.)

Do you want to use the Phone Operator Wrap Up code feature (see activation options above), but only require certain people to enter the wrap up codes upon exit of Phone Operator?  Use this feature and Employee Special Security.  

Generate a tracker for loan payoff requests

Does your credit union want to track when loan payoffs are quoted via Phone Operator?  Well you are in luck!  You now have the ability to automatically generate a tracker when the payoff tool in Phone Operator is used.  The payoff requests can then be routed to a loan officer or other employee for follow up. 

These Tracker records are generated when Enter is used on either the  closed-end loan Payoff screen or the credit card loan Payoff screen which are accessed from Phone Operator by selecting the loan and then Payoff.

  • These Tracker conversations added to the configured Tracker of the associated loan sub account.  This way these Tracker entries will appear on a much shorter list of Trackers and will be separate from the main share account Tracker listing.

Activate this feature by checking this field.  The also select the Tracker and Memo Type used with these Tracker records.  To assist with tracking and reporting you might select to use the Sales Tracker and create special Memo Type, like the PO (Payoff Quote), for example.

Teller/Inquiry/Phone Shared Controls

Automatically toggle to account nicknames (Teller/Inquiry/ Phone)

This box controls whether the member’s chosen account nickname appears as the default when you first view the Inquiry, Phone, and Teller screens. (Otherwise it is necessary to use a toggle function to view the nickname instead of the account description.)

Automatically toggle to credit card # (will override nickname) (Teller/Inquiry/ Phone)

If your credit union uses CU*BASE online credit card processing, this box controls whether the card # appears as the default when you first view the Inquiry, Phone, and Teller screens. (Otherwise it is necessary to use a toggle function to view the card # instead of the loan account description.)

Highlight base share below par value

Check this box if you wish for accounts with a base share below par value to appear highlighted on the Teller Processing, Inquiry and Phone Operator screens.

Highlight share accounts with negative value

Check this box if you wish for share accounts with a negative value to appear highlighted on the Teller Processing, Inquiry and Phone Operator screens.

Display cross sales shortcut fields

Check this box if you wish for the Most Recent Accounts Accessed, Inquiry, and Phone Operator screens to display the cross sales shortcut fields to enter Need Group, Task, and Memo Type without leaving the screen.

 

Changes made via this screen are recorded and can be viewed in the online and printed File Maintenance Report.

·     NOTE: Additional controls also exist that may affect teller workflow and warning messages. They include:

o    Loan category configuration (allow teller disbursements, warn teller if different payment amount, allow teller to post partial payments)

o    Teller check holds configuration (warn if funds not deposited to hold account, allow teller to change hold days). Use "Check Holds" (F11) to access a view-only version of this screen. Help can assist with accessing the configuration screen.

o    BSA configuration (CTR alerts). Use "View BSA Config" (F1) to access a view-only version of this screen. Help can assist with accessing the configuration screen.

o    Tracker type configuration (display outstanding follow-ups button)

o    Workstation configuration (TCD/TCR, require member name ID, require employee ID every transaction)

o    Privacy controls (code word and out-of-wallet questions, data masking)

Buttons

Button

Description

Privacy Controls (F9)

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

View BSA Config (F10)

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

Check Holds Config (F11)

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

 

 

Link to ID: https://help.cubase.org/cubase/cubase.htm#UTELLWF-01.htm