Telephone Banking FAQ
Q. Why is FSCB switching from S1 (ACI) to iTalk Management?
A. iTalk Management is a Jack Henry product, whereas S1 is not. iTalk Management allows for our customers to use Voice Response and Touch Tone. One of the most important features is that the customer will be able to activate and deactivate their debit card through Telephone Banking.
Q. In the past when the customer entered the wrong password the system would disconnect the caller, will that be the same with this system?
A. No, the customer will be allowed three attempts to enter the correct PIN before they are locked out. The iTalk voice will let the caller know they are locked out.
Q. Will the customer be able to set‐up reoccurring payments and transfers?
A. Yes, the customer will be able to set‐up a reoccurring transfer. The funds transfer periods will be: one time, weekly, bi‐weekly, semi‐monthly, and monthly. The customer will also be allowed to set‐up loan payments in a period of one time or monthly, but only for the next payment amount due (no extras or partial payments).
Q. What if the customer wants to cancel the reoccurring payment or transfer?
A. When a customer sets up a reoccurring payment or transfer through iTalk it will show as an AFT on Core. The customer can go through iTalk to delete the reoccurring payment or you can delete it through Core. (Regular FM rules will apply.)
Q. How will loan payments or transfers be posted to the system on the weekend?
A. If a loan payment is made during the weekend through telephone banking, the payment will be applied to the next business day.
Q. If I am locked out of the iTalk Management Portal what should I do?
A. Please email IT or eBanking and someone will reset your PIN.
Q. When the customer's account is marked as Dormant, what does that mean?
A. If the customer does not access any account attached to their CIF within 180 days, the CIF status will be marked as Dormant on iTalk Management.
Q. When we reset the PIN what does it get reset to?
A. When the PIN is reset it will go back to the entire SSN or TIN. The customer will hear "say or enter your PIN or say Establish PIN".
Q. What does IVR mean?
A. Interactive Voice Response. When this box is checked, the customer cannot access telephone banking.
Q. Does this system have the capabilities to transfer to an Operator or DSR?
A. Yes and we will be utilizing this feature at a later date. When the customer requests help they will be given an 800 number to call.
Q. Why does the Transfer Mode have to say "Financial Institution Default"?
A. This system has the ability for a customer to transfer from one CIF to any account under any CIF they want, which is called "Open". We do not want our customers to be able to have that functionality, so the status is set as the FI Default and we require "same CIF" transfers.
Q. What about employees and customers that have two different CIFs?
A. The short answer is, they will not be able to transfer from an account on one CIF to an account on a different CIF. However, we can make exceptions for employees and customers that have two different CIF's. Please email those request to firstname.lastname@example.org.
Q. What happens when the account is shared by multiple people, will they share the password?
A. No, each caller will establish a PIN on the accounts their CIF is attached to. If I have already established a PIN on my account and now the joint‐owner calls in on the same account they will hear, "say or enter your PIN or say Establish New PIN." At that time the caller would have to Establish a New PIN under their SSN. If the caller already set‐up a PIN and they enter their SSN again to establish a PIN the system will not let them.
Q. What if the primary and joint‐owner choose the same PIN?
A. A special note will be displayed on the CSR screen for that caller as "Tie Breaker." iTalk will allow the callers to have the same PIN; however, each time the callers will also be prompted for their SSN. There is no verbal warning to the caller that they have the same PIN. This is only allowing that information to be displayed on the portal screen for the CSR. If the caller asks why they have to enter their SSN every time, you need to explain that this is an extra security level but if the PIN is changed it won't be needed. DO NOT tell the caller the same PIN has been established by the joint account user.
Q. What will happen when the system is down?
A. The following message will play: Our telephone banking service is currently in offline mode. However, you can still obtain your balance, account history, and change your PIN. Please be advised that telephone transfers, debit card activity, and scheduling loan payments are not available at this time. We are diligently working to restore this
service to its full capabilities.
Q. When is the cut‐off for Telephone Transfers?
A. Technically the transfer cut‐off is when Night Processing starts which is scheduled for 6:30. There are times when the Night Processing start time can be delayed up to an hour or more. The following message will play starting at 6:00pm: Please note that transfers made via telephone banking may not immediately post to your account. In
order to ensure that transfers are posted the current day's business, please schedule transfers before 6:30 p.m. central time.
Q. How does the customer activate/deactivate their debit card? Will the customer be able to change their debit card PIN through iTalk?
A. The customer will select menu option #4‐ Card Service, select option 1 for card activation. Enter the full debit card number, you will need to enter the last 4 digits of your SSN, and then you will be taken through a few confirmation prompts. Once the card is activated you will receive a successful confirmation message.
To deactivate your card you will also use menu option #4‐ Card Services. Option 2 to deactivate, enter the debit card number or the account number attached to the card. If you select the account number you will be given the last four digits of the card #(s) to choose from. You will also receive a successful confirmation message.