Phone: Account Processing

Screen ID:

Screen Title:

Panel Number:

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IPHACT-01

Phone Operator Account Processing

393

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This screen will appear after choosing an account on the initial Phone Operator member lookup screen.

$images\showmethestepsgraphic_shg.gif$ Access the Show Me the Steps Help for step-by-step information on using Phone Operator action codes.

CU*TIP: Notice that the member’s birthdate will be highlighted in red if today is the member’s birthday. Don't forget to wish your member a Happy Birthday! If the birthdate is green the members is a minor (under age 18). Be sure to follow appropriate procedures! Please note that birthdays are always red, regardless of the member’s age..

If the birth date is green the members is a minor. Be sure to follow appropriate procedures! Please note that birthdays are always red, regardless of the member’s age.

NOTE: If comments exist for this member, the Member Account Comments pop-up window may appear first. After viewing comments, if any, use F3-Backup to cancel the Member Comments window and reveal the Account Type screen. To redisplay the Member Comments window at any time, use F1-Comments.

This screen, called the Phone Operator Account Processing screen, shows information on all of the member's active accounts. On this screen you can view basic information about all account types, as well as information about the membership itself, including joint owners and Household information.

Field Descriptions

Looking for field descriptions? The fields shown on this screen are the same as those that appear on the Account Type screen when accessed via Member Inquiry. Learn more about these fields here

NOTE: If you see asterisks on this screen, this is due to the fact that this screen is subject to Privacy Controls.. Privacy controls can also restrict access to the Print Member Envelope button, F17-OTB, as well as to the Household Statistics button.

Using CU*BASE Photo ID Capture

Click on the Verify My ID button view the ID for this member. Click the No ID on File button to scan an ID for this member. Learn more about the "Verify My ID" and "No ID on File" buttons.

NOTE: You must have the CU*BASE Photo ID Capture system installed in order to use this feature (to view or scan the photo IDs).
This feature is not available if you are assisting a member of another credit union.

Membership Designations and Related Procedures

The title at the top of the screen (such as “Individual” or “Trust” or “Sole Proprietorship,” etc.) is taken from the Membership Designation code on this account. The membership designation will also control what label appears in front of the member's name (such as “Name” or “Owner” or “Trustee,” etc.).

Click $images\proceeduresclickfor_shg.gif$ to read your credit union's configured procedure tips for handling a membership of this kind.

Gender Indicator

The purple silhouette of a person’s head will appear for an individual membership (a girl for a female gender and a boy for a male gender), while three heads will indicate that the account is marked as an organizational membership. If the field for gender contains an O, meaning unknown, a question mark will appear in the middle of a red silhouette.

Tiered Service Level

The green Tiered Service Points badge in the upper left corner of the screen displays the member's current Tiered Service level. This gives you a quick breakdown of the Tiered Service points awarded to the member, including a listing of possible points, points earned for this month, points earned for last month, points earned year to date, and lifetime points. This can be helpful when making decisions about check holds or fees according to credit union policy.

For more details, refer to the CU*BASE Tiered Service Levels Implementation Guide booklet.

Viewing a Member’s Follow-ups

If a member has follow-ups on Tracker conversations associated with his or her account and the Tracker Type is configured to show the Outstanding Followups button, the $images\outstandingbutton_shg.gif$ button will appear. Click this button to move to the Work with Follow-ups screen so that you can update the Tracker conversation. This button will only appear if follow-ups exist for the member.

See a Graphic or Text in the Lower Right Hand Corner of the Screen?

If a task assigned to the member is designated as a “Next Suggested Product” task, this screen may have text or a graphic in the lower right corner of the screen. Next Suggested Product is part of the Cross Sales feature and allows credit unions to alert employees that the member they are assisting is pre-qualified for a promotion offered by the credit union. For more information, refer to the booklet Cross Selling Credit Union Services and Next Suggested Product.

Buttons in the View of the Member Section

My Other Accounts	Click this button to move to a screen listing all accounts this member is either primary, secondary or a co-borrower.
Secondary Names	This button gives you access to the secondary names on the account. If your credit union uses electronic photo ID capture, this button will give you access to photos of these members. You can also record here whether an ID was collected for the person by checking the ID on File checkbox. SEE ALSO: Using CU*BASE Photo ID Capture
Transaction Activity	Click this button to view the Transaction Activity window showing a summary of this member's transaction activity, by delivery channel (i.e., ATM, Teller, ACH, etc.) for the previous three months.
Online Banking	This button will appear if the member has ever used online banking—or more specifically, if there is a date in the Date member accepted the PC indemnification field on the member's online banking access record. If no date is recorded for the member, the button will be hidden. Click the button to display the Online Banking Usage inquiry window. · IMPORTANT: If a credit union employee enrolls a member for e-statements via CU*BASE, the date indicating when the member accepted the online banking usage agreement is automatically cleared, which prompts the system to redisplay the Online Banking Use Agreement (sometimes referred to as the "logon banner") to the member the next time they log in to online banking. This is required in order for the member to agree to receive statements electronically. So if you sign a member up for e-statements, make sure they finish the process by logging in to It's Me 247 online banking! The Online Banking button that appears on this screen will not appear until the Indemnification Agreement is accepted.
Outstanding Follow-ups	View description in Viewing a Member Followups
Cross Sales or Pre-Approvals	If the button reads “Cross Sales”, click it to display the Sales Tools window to access the Cross Sales Tracking task list or other CU*BASE sales tools. OR If the button reads “Pre-Approvals” click it to display the Credit Report Decision screen showing the results of the auto-decision process for this member. (Used only if your credit union has Auto Decisions set up with your credit bureau, and the member has a current credit report on file.)
Print Envelope	To print an envelope with the member’s address, simply click the Print Envelope button. You will move to the screen where you can print an address for the selected account, with or without a return address. · NOTE: If the Print button does not appear on this screen, this may be due to Privacy Controls. If a user’s workstation is configured as “Call Center” (is configured as “Other Staff”), the user will not see the Household Statistics” button. Learn more: Privacy Controls.
Household Statistics	Click this button to display the Household Members screen showing everyone in this member's household. From this screen you may enroll a new member into the household, delete a current member, move a member to a different household, modify the database information on a specific member, or view statistics about the household as a whole. Click the Household Statistics button to use this feature. · NOTE: If the Household Statistics button does not appear on this screen, this may be due to Privacy Controls. If a user’s workstation is configured as “Call Center” (is configured as “Other Staff”), the user will not see the Household Statistics” button. Learn more: Privacy Controls.
Buttons Above the Codes Three buttons above the codes next to the account information allow you to access view only versions of the member’s individual configured settings. These buttons appear as a $images\go!_shg.gif$ button above the following columns:
AFT	Accesses the Automatic Transfer Inquiry screen, used to view instructions for Automated Funds Transfer (AFT) or Check Funds Transfer (CFT) records.
ACH	Accesses the ACH Distribution screen, which displays all ACH master records for the member
BOX	Accesses the Search Safety Deposit Box screen), which displays any existing safe deposit boxes being rented by this member

Secondary Names for a Selected Sub Account

A blue dot in the J/O column indicates that there is a secondary name on the sub account. Clicking this dot will take you either to the Joint Owner/Beneficiary Information screen or the Additional Signer Maintenance screen. where you can view the secondary names on just this selected sub account. This is unlike the Secondary Name Button that shows you all secondary names for the membership.

Toggle Card #

Use this button to toggle between the number of a online credit card and its account name.

Using Action Codes

To perform an action on any of the accounts, select the account in the list and use any of the Actions shown at the bottom of the screen:

Action Code	Description
Average	This action shows the average balance for an account over the past 60 days, regardless of dividend period. The average balance shown when using the Inquiry action is just for the current dividend period.
Bump Rate	Bump rate certificates allow the member to “bump” the rate to a more advantantageous rate during the term of the CD. If this is allowed by the certificate type and if the member has not used all the available “bumps,” use this option to change the member’s rate.
Check	This action code displays a check disbursement screen used for printing checks paid from a member account.
History	Use this action to see a detailed history of transactions for this account. This feature is very flexible, allowing you to see just debits, just credits, or just cancelled checks, as well as to search for specific transactions. This is the default choice; double-click any account type or select it and use Enter to choose this option automatically.
Inquiry Savings Check Certificate Loan	Use this action to perform a standard inquiry on the details and history of the account. These will be the same inquiry screens as when using the standard Member Inquiry feature.
List	This action code will provide a printed transaction history report.
Misc Receipts	This action code displays a miscellaneous receipts screen used to take in funds and apply them to a G/L account number (e.g., ticket sales or other miscellaneous charges). You may also use this option make a transfer to an Off Trial Balance (OTB) account, for example to make a loan payment. (You will not see the OTB account on this screen.) NOTE: This feature will not be available if Phone Operator was accessed via the Teller Posting screen (Process Code P) for a shared branch member.
Nicknames	This action code lets you update the Account Nickname for the selected account.
Payoff (365 day calc) Payoff (360 day calc)	This action code is a very powerful inquiry feature which gives you loan payoff information, either for the current date, or for any date in the future. If you select a 365-day calc. loan, you will advance to the standard payoff screen. If you select a 360-day calc. loan, you will advance to the mortgage payoff screen.
Stop	This action code displays the stop payment screen used to issue a stop pay request on one or more member checks.
Transfer	This action code displays the member transfer screens, allowing you to make transfers from one account to another. Unlike regular member journal transfers this feature can be configured to assess a fee for performing a transfer.
Wire	To post a wire transfer withdrawal (or deposit) and associated fee to the member's account. The wire information will then be recorded in the CUBASE Wire Tracking system, ready to be marked as completed once the actual wire itself has been performed. SEE ALSO: Wire Transfers in CUBASE
CC Inquiry	Use this to display information from a member's credit card statement, including balances owed by charge type (for CU*BASE online credit card loan accounts only). SEE ALSO: Online Credit Card Processing User Guide
Catch Up	Only visible when the member has a delinquent credit card. Use this to access the Payment Catch Up Calculator.

Command Keys

Command Key	Description
F1-Comments	Use this to display the Member Comments window.
F5-New Account	Use this to return to the first Phone Op screen and select a different member account base.
F7-Exit	Use this to return to the menu.
F16-AFT	Use this command to view any Automatic Funds Transfer (AFT) or Check Funds Transfer (CFT) records set up for this member.
F9-Add Cmt/Message	Used to add or update Comments that will appear when the Member Comments window is displayed.
F10-ACH	Use this to display the ACH Distribution Inquiry screens to view any existing ACH distributions for a member. NOTE: If your credit union has activated the flag to allow distribution maintenance from Phone Op, these screens will allow you to add, modify and delete ACH distributions as well. Contact a Client Service Representative for more information. (Self processors can activate this flag via OPER #10, then #2 Processing CU Parameter Config.)
F11-Safe Deposit Box	Use this to display a Search Safe Deposit Box window showing any safe deposit boxes which have been rented by this member.
F12-Check Digit	Use this option to take you to the check digit calculator
F14-Name/Address	Use this to update name and address information for the member. HINT: The text “ALT MAILING ADDR” will appear next to the Name ID if this member has an alternate mailing address record. If the member has a secondary/street address record, it will read “2ND/STREET ADDR” instead.
F15-Sales Tools	Use this to display the Sales Tools pop-up window for access to various CU*BASE sales and marketing tools.
F17-OTB/Cards	Use this command to view information about ATM and debit cards, as well as any Off Trial Balance (OTB) credit card, savings or loan accounts for this member. If this appears with blue text, this member has at least one record in the Plastics/OTB file. If this appears with red text, the member has at least one hot card record in the Plastics/OTB file.
F18-Tax File Inquiry	Use this command to see all tax information for a specific member in one place.
F19-ARU/HB Transfers.	If your credit union uses Audio Transfer Control to control to which accounts a member can transfer funds in Audio Response or Online Banking, use this to display a list of accounts authorized to receive transfers from this member.
F20-Statements	This is used to activate the CUSPY Report and Statement retrieval system, to print a copy of a previous month's statement for this member. NOTE: If you are assisting a member from another credit union through Shared Branching, you will not be allowed by the system to access the member’s statement. If your credit union processes statements through Sage Direct, you will see a screen appear first that lets you either view statements in CUSPY, or view the Statement Audit inquiry showing the status of statement mailings to this member. If you just wish to view a member statement, just press Enter when the window displays.
F21-Nicknames	Use this to toggle the Description column to display account nicknames instead of the standard description. (The button will appear with blue text if any nicknames have been set up for this member.) Nicknames are assigned using the Update Account Nicknames command on menu MNUPDT. HINT: Did you know you can make nicknames display as the default when you first view this inquiry screen? Contact a Client Service Rep. to activate nicknames as the default. (Self processors can make this change using Master CU Parameter Config on MNOP09.) This toggle key can then be used to see the standard description.
F22-Toggle card # (Not visible as a function key. Also use the toggle above the Description column)	Use this to toggle the Description column to display the last few digits of the credit card number (for CU*BASE online credit card loan accounts only). HINT: Did you know you can make the card # display as the default when you first view this inquiry screen? Contact a Client Service Rep. to activate this as the default. (Self processors can make this change using Master CU Parameter Config on MNOP09.) This toggle feature can then be used to see the standard description. SEE ALSO: Online Credit Card Processing User Guide

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