Welcome PSTC Employees FCU

In August, we welcomed PSTC Employees FCU, Upper Darby, PA, to the network as an issuer only.  Their members will begin using shared branching on September 1, 2015.

For your convenience, click on an updated PaCUSC Contact Listing below:

Document the ID? But I know this Member!

You also know the first rule of being a teller: Make sure the person across the counter is who they say they are, and has the right to access the account.  In shared branching you are performing a transaction on behalf of another credit union, so you have to go one step beyond that.  You must be able to prove that you verified the identity of the member.  Network rules require that you document the ID used, for instance, recording the DL information used in identification and confirming you verified the last 4 digits of the SSN.  Why are you required to do this every time?  Because if something goes sideways, unless you can prove that you did follow shared branching rules and verify the identity by using the documentation you recorded at the time of the transaction, then your credit union may be responsible for any loss.  Ouch! 

Yikes!  I haven’t been doing this.  Awkward!  … Try an approach something like this. 

Hi Ms. Jones – it’s good to see you again.  Even though I recognize you, since this is a shared branch transaction, I must document that I verified your identity so we can prove to your credit union that it really was you accessing your account.  This is for my protection, as well as yours, so from now I will always ask you for your ID

If they call you out on not doing it before – tell the truth – and explain that since you know the requirement now, you have to do it from now on.

Computer Based Training Modules

PaCUSC partnered with Credit Union Service Network, the shared branching network in Colorado, to bring your credit union computer based training modules (CBT) to help with your shared branching training needs. 

We recognize that staff time for training is limited; however, these modules are focused on training your staff on the most critical aspects of shared branching.  These modules can be beneficial for issuer only credit unions and acquirer credit unions.  The modules currently available include:

  • Shared Branching Operations
  • Shared Branching Basics
  • Shared Branching Funds Availability
  • Regulatory Compliance
  • Grievance
  • Mystery Shopper Program
  • Adjustments
  • Reports

To access the CBT modules, log on to the website, http://cusntraining.docebosaas.com.  You will need your user name and password to access the training modules.  Each credit union was assigned an administrator.  If you are not sure who your administrator is, and/or the user name and password, please feel free to contact Sandy Shenk. 

Here is what a few credit unions had to say about the CBT modules: 

We were first introduced to the CBT training modules in December of 2014.  Lanco FCU had recently joined the CO-OP Network to participate in Shared Branching.  We needed a way to train our employees in a fast, yet effective, manner.  The CBT modules allowed us to train employees across 4 branches, as well as within our Operations department, in a timely manner.  The courses, which include topics from Regulations to expectations regarding Guest Member Service and Mystery Shops, provided our staff with the information they needed to prepare for our internal training sessions.  The format was simple and easy to follow.  We continue to use these courses with new hires that are just learning about Shared Branching.  Our staff will be taking the courses annually in order to maintain the quality service and knowledge that Guest Members should expect.  These modules are an excellent way to share a lot of important information with all involved in Shared Branching. - Courtney Wooters, Training Coordinator, Lanco FCU 

Our CU has been using the CBT Training Modules since 2012 and has found them to be very useful and informative.  They are almost spot on with our policies that we are following.  The modules are easy to follow and understand, and the tests that precede them are easy to take.  We incorporate the modules in the new teller training along with the teller’s yearly training.  During the initial teller training the new tellers will take the CBT modules and then we will proceed to discuss the entire Shared Service Center policy step by step so they have a better understanding of the policy.  We will use the modules to conduct yearly training as a refresher for all tellers.  The tellers have to complete certain courses every year as a refresher.  The modules really touch base on everything from check holds to secret shops.  The tellers also really enjoy this type of training since they can do it at their leisure. - Tracy Tonty, Training Director, Erie FCU 

We use the training modules; and, the most commonly used is the Operations and Mystery Shopper for training new employees.  All the modules are very well made and they go over all the important points.  We would recommend the use of these modules for all credit unions that participate in shared branching. - Shobha Patel, Project Coordinator/Trainer, DEXSTA FCU

June Shared Branching Mandate

As your credit union is aware, CO-OP Shared Branching has asked all data processors to make changes to their shared branching specifications to help make improvements in servicing members and to streamline the various shared branching connections that existed when there were three shared branching networks.  Now that all shared branching is under the CO-OP Shared Branching umbrella, data processors no longer need to have different specifications for each network.  So with this change in specifications, your credit union needs to upgrade to your data processors latest mandates to ensure you are in compliance. By now all credit unions should have made this change since it was completed on June 29, 2015. 

These changes went into effect on Monday, June 29th and could impact what your tellers and MSRs are seeing on their screens.  Some of these items may include, but are not limited to:

  • Addition of Payroll Check indicator
  • Removal of Non-Local Check indicator
  • Reverse look-up field(s)
  • Addition of Pay-offs for loans
  • Addition of Memo Transaction
  • Addition of Driver’s License and Account Type 

The main goal for CO-OP Shared Branching was to get all credit unions updated with the June Mandate specifications; and, then roll out updated CO-OP Shared Branching Policies and Procedures outlining these new fields and the procedures involved around them.  They are currently working on those updates and we should be receiving them in the coming months.  We ask that you advise your tellers that they could see new fields; and, we ask at this time they do not use any of the new fields until we provide the updated policies and procedures.  For example, no one should use the new Payroll Check indicator since we do not know what would qualify a check to be coded with this indicator. These checks should be coded with Immediate if they meet the criteria currently outlined in the policies and procedures, otherwise they would be coded as local. 

With these updates, please keep in mind that your credit union may need to work with your data processor to set up policies for your credit union.  Here are some items you may need to work on with your data processor regarding these updates:

  • Payroll Check indicator – your credit union will need to work with your data processor to set up a hold policy for checks that are coded with this indicator.
  • Reverse look-up – your credit union will need to work with your data processor to determine if you will allow your members to be able to use this feature where they can just provide the teller/MSR with their SSN or DOB.  With this being said, teller/MSRs will need to understand that not all credit unions will allow their members this type of access; so, if they attempt this and receive an error message, it could mean that their credit union requires the member to know their account number.  Your credit union will need to make sure you know what your data processor error messages mean for various functions. 

Some of the coming changes will need additional clarification, such as the memo transactions.  We ask that you educate your staff so they will be aware of these new changes; however, should not use any of these until it is communicated through the updated CO-OP Shared Branching Policies and Procedures.

Branching Out is a monthly publication of Pennsylvania Credit Union Service Centers, Inc.

For questions about this newsletter or about shared branching, please contact Sandy Shenk, PaCUSC State Coordinator, 800-932-0661, Ext. 5267.