Wrong Email Address Handling by CU*BASE and "It’s Me 247."

Helpful Resources

Visit Show Me the Steps for easy instructions on how to use CU*BASE to view invalid email addresses and perform other tasks related to member communication.

Overview

This topic covers how wrong email addresses are handled by CU*BASE and It’s Me 247.

Recording that an Email Address is a Wrong Email Address

An email address can be marked as a “wrong email address” either manually or via the automated process.   

Manual Process (by the Employee)

Employees can mark email address as a wrong email address using the “Email Address Maintenance” screen.  This screen is automatically shown (when the email address is a wrong email address) when employees enter several CU*BASE screens.  Another entry point is via Member Personal Banker, then “Email Address Maintenance.”  Once the email is marked as invalid, a Tracker conversation is recorded.  This Audit Tracker has a Memo Code of EI-Invalid email.  (Additional communications are mentioned later in this document.)

Example of Tracker:

Contact - Date: 08/01/2012   Time: 14:38:53   By Emp: +O                     

          Name: MEMBER T MEMBER                Memo Type: EI Invalid email

Invalid email address flag changed to Yes  

                                   

Automated Process (Beginning of Day Process)

Emails can also be marked as “wrong email addresses” though an automated process that runs at beginning of day.  With the automated process, invalid email addresses are collected by the system throughout the day.  Then during BOD processing, CU*BASE marks each email address as a wrong email address and records a Tracker conversation with the name of the operator who ran BOD.  (With the manual process, the name of the employee making the change is recorded in the Tracker.)  See above for an example of the Tracker recorded.

Xtend offers a service to its clients to call the members to update their email addresses in CU*BASE.  Otherwise, this is the credit union’s responsibility.  

An email address is marked as being a wrong email address during BOD processing if it is returned with a “fatal” error.  If the system receives a non-fatal error, such as a bounce back due to a mailbox being full or an “out of office” email, CU*BASE will not mark this address as being invalid.

Handling of “Wrong” Email Addresses

Member Notification and Update

Members are notified of that their email has been marked as invalid each time they log on to online banking.  (This is the first thing they see when logging in.)  Members can update their email addresses on this entry screen or in the Personal Information section of online banking (if they are allowed to update online).  If this sort of change is not allowed (by PIB or by the credit union itself), the member can request that it be updated through a contact request.  At this time, a Tracker is created in CU*BASE with the old and new email address.  

Employee Notification and Update

Employees get warnings in several areas of CU*BASE such as Member Personal Banker, Phone Operator, and Inquiry.  Employees can update the email address in CU*BASE with the “Email Address Maintenance” screen accessed via several locations (mentioned earlier in this topic).   An employee update also results in the creation of a Audit Tracker record, including the old and new email addresses.

Confirmation of Changed Email Address

Once the email address is updated (by the member or by an employee) the member receives an email notification that the email address has been updated.  Employees can research the change using the Tracker record that is created.  If the credit union chooses to use Red Flag Controls, employees are alerted of the change in several areas of CU*BASE, for the time period selected in this configuration.

How “Wrong" Email Addresses Affect Member Communications

Member communication is affected if the member has their email address marked as invalid in the following ways:

E-Alerts

Members with wrong email addresses will cease to receive the short and long email alerts.  They will instead receive online banking messages in the Secure Message Center.   Members will be able to enroll in e-Alerts, but will not be able to sign up for short and long email alerts as long as their email address remains invalid.  

E-Notices

Members with wrong email addresses will cease receiving e-Notice alerts.

E-Statements

If a credit union requires a valid email to receive e-Statements (the default in the e-Statement Configuration), members with wrong email addresses will cease to receive e-Statement notices, and will instead receive a paper statement.  They will remain enrolled in e-Statements, however, and will resume receiving e-Statements once the address is updated.  

Member Connect

Emails sent via Member Connect will not be sent to members with “wrong” email addresses.  Whenever a message is sent by the automated Member Reach program or via a credit union (through Member Connect) as well as when credit unions send custom messages, the PCMMSG report is generated to the DAILYXX Out queue. 

The next day this report is available in CU*Spy under the category Miscellaneous; simply search for PCM in CU*Spy to view the PCMMSG reports.

The PCMMSG report is great to look at to get an idea of how many members the message reached.  It lists all the members in the file, their account numbers, the method in which they received the message, if/why they were an Exception, and gives grand totals at the very bottom.  Exceptions include members with bad email addresses, indicated by "Bad email address."

 

Link to ID: https://help.cubase.org/cubase/cubase.htm#Wrong_Email_Address_Handling.htm