Teller and Member Service Workflow Controls (Other Member Service Controls)

Description

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)

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.

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.

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.

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.

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.

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.

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.

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.

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.

Enter a number of days to disallow a new member from using shared branching. Note that this field blocks both Xtend Shared Branching as well as National (CO-OP) Shared Branching.

Note that this field is also located in the OPER back office configurations, and a change in either place will interface with the other.

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 type and purpose, to require entry of both on the Phone Operator Wrap Up screen

• Call type only to only require enter of the call type on the Phone Operator Wrap Up screen

Call types and purpose codes are configured here.

None indicates that this feature is not activated.

• Learn more about 1-Click Tracker and Phone Operator

All employees or flagged IDs only (relates to Phone Operator wrap up codes above.

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.