Great Efficiency Tool!
This tool has allowed our Member Service and Office Staff to answer questions regarding NSF activity in a more efficient manner which saves time and money by having the information at their finger tips as to what caused the OD! It's been a great addition to DNA!
No longer have to recreate history
I use this screen several times a day and it is extremely valuable to my job. It is great when trying to research various scenarios that require me to recreate what happened on a particular day for a particular transaction. The OD research screen is a huge timesaver in that respect, saving me from having to perform a half dozen different inquiries on average and instead just going to this single screen.
Assistant Branch Manager
Faster Daily research
I found the OD research tool to be very helpful in my daily research of client inquiries. For example yesterday I needed to explain to a customer why a transaction was not paid on 1/30/11 but the same exact type of transaction was later paid on 2/7/12 without a change in balance. I was able to see that the customer did not have a Max Overdraft memo balance on 1/30/11 but after that date was assigned a limit. I would not have known that without that screen unless I called the back office area and had them go thru research of daily reports to see when the limit was made available. This not only saved me time, but I was able to respond to the client much faster than before and did not have to request assistance from my back office department to research!
Direct Banking Supervisor
People’s Federal recently rolled out the OD Research App. We have found immediate efficiencies using this app. Specifically we find the OD Research App to be extremely efficient, providing CSR’s with valuable information in a very easy to read/retrieve format. By aggregating a number of different screens and eliminating the need to research a variety of effective dated queries, it has greatly reduced research time for complicated situations when the item was rejected or fee applied, especially when transaction happened some time ago.
Peoples Federal Savings Bank
Improved Service and Turnaround Time
The Overdraft Research App was recently mentioned at COCC’s Connecticut / Massachusetts Fall Client meeting. Currently Windsor Federal Savings Bank has been utilizing this feature for a couple of weeks now, and can honestly say this is a major improvement within our Customer Service Center. At times, to query an overdraft situation for a customer it can take at least four to five different screens to figure out what the snap shot scenario of the transaction was.
One specific example that I can share with you to help you make a quick decision on utilizing this new application is: How many times do you have customers calling and asking you, “What is that debit card transaction pending on my account?” If you didn’t know what the amount was for the transaction, you would currently use the Card Holds Tab to figure out the dollar amount(s) of the transaction(s) and then log on to your Card Management system to figure out which transaction amount(s) are for which merchant. Without having to click on multiple screens and/or signing into multiple databases you can simply use this ONE screen to figure out the pending transactions, any draw accounts associated with the transaction and/or what the actual available balance was at the time the transaction took place.
By utilizing this application, this will save your staff time and give quick responses to your end customers! If you haven’t done so already, we strongly encourage you to utilize the new Overdraft Research Tool.
Deposits Operations Specialist
Windsor Federal Savings Bank
More Efficient Research
As a Customer Service Representative, the Overdraft Research App allows me to quickly access the current and available balance at the time a transaction is posted to an account, as well as the other debit card transactions pending against the account or check holds. Instead of having to log into our Card Management software and search each transaction individually, which can be at times cumbersome and a bit time-consuming, you can simply click a button and see not only the amounts of the pending POS items but also the companies from which the POS were authorized. The Overdraft Research is like a quick snapshot of what’s happening on a customer’s account, and shows a representative like me all the factors that go into processing a transaction.
On the first day of having it I used this app approximately 3-4 times on the first few calls to my branch. Once it was to answer a question as to why an eBill payment was rejected for “Uncollected Funds.” I simply selected the last eBill payment that reflected on the account for that day, selected the Overdraft Research button, and was easily able to see what the current and available balances were at that time, and what checks the customer had deposited were still on hold at that time. There were a couple of customers wanting to know the difference between their current and available balances. I selected the most recent transaction, hit the Overdraft Research button, and then selected the “…” button next to the debit card holds and was able to tell these customers the amounts and names of the companies that were pending to come out of the account.
All in all this app was a huge timesaver right from day one!
Customer Service Specialist
Windsor Federal Savings Bank
Huge Time Saver
As an employee of our Customer Service Department at Windsor Federal Savings Bank I have found the Overdraft Research Tool to be a true time-saver when researching information on specific transactions. The tool now provides information on one screen. Previously that would have required four (4) or more screens from core, and opening a whole other program to identify ATM/Debit card details in the past.
When a customer calls requesting information on a declined transaction or a rejected payment, this app allows us to provide information to our customer in far less time than they’ve been accustomed to. In the past, to get a full picture of the transaction in question, you would need to access the Balance History, Holds (possibly multiple tabs), Memo Balance, & Draw Accounts screens to see the same information that is provided now on the Overdraft Research Tool. Even better, the Overdraft Research Tool allows an associate to see the specific merchant at which a POS purchase was made, while the transaction in still represented as a hold on the account. In the past, this would require signing on to our ATM software, searching for the specific transaction, and changing screens several times. Once all the information was obtained, there would be the need to get a calculator tape going to determine the available balance.
I have found the Overdraft Research Tool to be a very helpful addition to the DNA product. This tool, just within the first week, has already become a vital resource in becoming a more efficient customer call center.
Customer Service Supervisor
Windsor Federal Savings Bank