KeyInsight Opportunities
A Table that shows the purpose of all the KeyInsight Opportunities and the form required for each one if applicable
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EFT |
Opportunity Type |
Form (Required) |
Purpose |
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ACH |
ACH Debit Authorization Form |
EFT_ACH Debit Authorization |
Create New, Change, Hold, or Cancel an ACH Origination |
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ACH Stop Pay Dispute |
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Dispute an ACH transaction that was supposed to be blocked by an LCU Stop Payment |
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ACH Transaction Dispute |
EFT_Written Stmt of Unauth Debit (Business and Consumer versions) |
Dispute an unauthorized ACH debit |
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ACH Transaction Post Request |
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Request manual posting of an ACH credit/debit when account has been closed or account # changed |
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Distribution Transfer Request |
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Request portion(s) of funds from an ACH direct deposit be distributed to other share(s)/loan(s). |
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ATM |
ATM Transaction Dispute |
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Dispute an ATM withdrawal |
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Bill Pay |
Bill Pay Research |
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Research a Bill Pay question, error, etc. |
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Card Controls |
Card Controls Research |
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Research a Card Controls App question, error, etc. |
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Credit Card |
Close Credit Card |
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Request credit card closure for any reason |
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Credit Card Authorized User Form |
EFT_Credit Card Authorized User |
Add/remove authorized user(s) on a credit card |
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Credit Card Autopay |
EFT_Credit Card Automatic Pay |
Create New, Update, or Cancel a credit card autopay |
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Credit Card Balance Transfer Form |
EFT_Credit Card Balance Transfer |
Request transfer of other FI credit card balance(s) to Leaders credit card |
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Credit Card Credit Balance Refund |
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Request overpayment/credit balance on credit card be refunded to a Leaders account |
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Credit Card Fee Refund |
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Request credit card Late Fee, Return Check (Payment) Fee, Interest, etc. refund |
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Credit Card Limit Change Request (Interaction) |
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Request a credit card limit be reduced (increase requests go through underwriting) |
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Credit Card Payment Reversal |
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Request reversal of a credit card payment to be refunded to a Leaders account |
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Credit Card Research |
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Research a Credit Card question, error, etc. |
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Credit Card Statement Copy Request |
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Request a credit card statement (if unable to locate in Quick Assist Cardholder Documents Library) |
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New Credit Card Number |
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Request a new credit card number sent by mail or for instant issue (send Teams message to EFT for urgent assistance) |
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Redeem Credit Card Rewards |
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Request credit card rewards be redeemed –NOT available for Compass Black card typewhich member must redeem via Cashback Mall in online banking |
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Debit Card |
Debit Card Dispute |
EFT_Cardholder Transaction Dispute |
Dispute debit card transaction(s.)NOTE: please log a dispute via Additional Options > Initiate Dispute.Refer to the complete dispute filing job aid for more details. |
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Debit Card Fraud |
RM_Debit Cardholder Fraud Claim |
This is NOT handled by EFT. Please see Risk Management. |
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Debit Card Research |
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Research a Debit Card question, error, etc. |
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Debit Card Trans/Closed Account |
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Request a Debit Card be moved from one LCU account/membership to another |
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External Transfer |
External Transfer Research |
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Research an external transfer (Compass/Cashedge) question, error, etc. |
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Wire |
Wire Form Copy Request |
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Request a copy of a past incoming/outgoing wire |
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Wire Reversal Request |
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Request EFT to initiate reversal of a sent outgoing wire transfer |
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Wire Transfer Request |
EFT_Wire Transfer Request |
Submit an outgoing wire transfer |
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Accounting
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Opportunity Type |
Form (Required) |
Purpose |
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Checks |
Check Collection/Diff Amount |
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Check Amount needs to be Adjusted |
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Altered or Stolen Check Claim |
OPS_Affidavit of Forgery |
Check that was stolen or altered clears member’s account |
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Dividends |
Dividend Adjustment w/ Closed Account |
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Dividends Post to a closed account & need to be removed |
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Dividend Dispute |
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Member is saying they met the requirements for the month but did not receive dividends – Research this before submitting Keyinsight |
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Refunds |
Fee Refund – Other FI |
Upload statement showing fee |
Member received a fee at another FI due to CU Error |
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Debit/ATM Cards |
Debit Card Trans/Closed Acct |
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Member Receives a Debit Card Refund after account is closed |
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ATM Transaction Dispute |
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Member claims they did not get the correct amount of money out of the ATM |
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ATM Provisional Credit |
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Member Claims they did not get the correct amount out of the ATM |
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Loans |
Loan Payoff Quote Error |
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Member is provided with the incorrect payoff amount |
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Fraud/ Risk Management |
Opportunity Type |
Form (Required) |
Purpose |
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Debit Card |
Debit Card Fraud |
RM_Debit Cardholder Fraud Claim |
Member has unauth charges on Debit Card - unfamiliar with company |
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Suspected Fraud |
Suspected Fraud |
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Suspicion of Check, MCD, Bill Pay, Wire or OLB Fraud, Elder Abuse, Large Cash W/D, Unusual Behavior, Impersonation of LCU, Scams, ID Theft, Stolen Wallet |
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Operations Management |
Opportunity Type |
Form (Required) |
Purpose |
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Cashier’s Check |
Declaration of Loss |
OPS_Declaration of Loss |
Member lost a Cashier’s Check and is Requesting Funds (after 90 Days) |
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Escalations |
Check Image Request Escalation |
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Unable to find an image of a check |
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Courtesy Pay Fee Refund Escalation |
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Member is requesting more fee refunds than I have authority to give |
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Loans |
Loan Void Request |
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Loan gets funded in error or member changes mind after loan is funded |
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Miscellaneous |
Miscellaneous Request |
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A Request for Operations Management that doesn’t fit under any other opportunity type |