Support

The CU*Answers Client Service Philosophy

It is our belief that if we are to develop and succeed, we must exceed our clients’ expectations.

The foundation of all positive progress and future accomplishments will always be based upon respect, client appreciation and the service experience each client receives.

In addition, the results of our service need to be trusted. This is accomplished through continual education for both our products and services offerings and service delivery.

Happy is the goal

How do we make this a reality?

The CU*BASE Client Support Team provides telephone support from 7:30 a.m. to 9:00 p.m. Monday -Friday on all aspects of the use and implementation of CU*BASE products and procedures. Contact CU*Answers at 800-327-3478 or open up an AnswerBook ticket by visiting https://kb.cuanswers.com. A CSR is on call 24 hours, 7 days week with access to Programming and Operations support.

AnswerBook serves as our knowledge base and customer support database. We use AnswerBook to log incoming calls and to create a relationship-oriented network community of users. All credit union clients deserve our personal attention, innovative services, and quality assurance. We review information logged in AnswerBook to give us a guide on possible training efforts needed at your site, possible areas for improvement of the software and as an indicator of over-all support volume. Access this information from your CU*BASE Main Menu, or by visiting https://kb.cuanswers.com/. You can search the AnswerBook or ask a question right now.

Service is a way of doing things. We stay ‘One Step Ahead’ with CU*Answers-initiated contact to your credit union teams. The goal of this effort is to make sure we connect and build a lasting relationship by exceeding your expectations. We contact CEO’s, frequent callers and new clients to gain information for improvement and make having a happy client experience a reality.

We are guaranteeing the difference by providing another layer of support through our Client Conversion Team. We are so confident of the expertise and attention to detail this team delivers that we have published the “CU*BASE Conversion Promise”. Converting your credit union begins up to 180 days before the live installation of the software. This requires intense interaction between your credit union, your current data processor, third-party vendors and CU*Answers. We provide virtual training up to four weeks before and assure your success with two weeks of live software training for each employee.

We help our credit union partners succeed! CU*Answers University is free to all clients. There are five full weeks scheduled each year at CU*Answers and we have regional user groups throughout the country. We also are pleased to visit your credit union for specialized training or focus sessions when you are ready to take advantage of a new product or feature.

We promise to make it happen and guarantee the difference.

Customer Support

800.327.3478 or AnswerBook: https://kb.cuanswers.com

General Phone support is available from 7:30 a.m. to 8:00 p.m. Monday through Friday, though a customer support specialist is on call 24/7 in case of emergencies.

Triage

If you have questions about CU*BASE:
contact a CSR or call 616-285-5711 x255

If you have questions about It’s Me 247:
contact a CSR or call 616-285-5711 x255

If you have a question about your website:
contact Web Services or call 616-285-5711 x275

If you have a question about CU*Talk:
contact a CSR or call 616-285-5711 x255

If you have a question about EasyPay:
contact SettleMINT or call 616-285-5711 x309

If you have questions about Marketing:
contact Marketing or call 616-285-5711 x275

If you have questions about It’s Me 274 Mobile App, MAP, SSCCBO:
contact Internet Retailer Support Center or call 616-285-5711 x371

Email Contacts

Education
education@cuanswers.com

Sales Inquiries
sales@cuanswers.com

Web Services
web_services@cuanswers.com

Internet Retailer Support Center
irsc@cuanswers.com

IT Support & Network Services
helpdesk@cuanswers.com

Organizational Development & Human Resources
hr@cuanswers.com

AnswerBook

Our knowledge base is updated every day, fueled by questions submitted from our users. Search through our archives or ask a question of your own.

View the AnswerBook

Updated
January 13, 2017

The 2016 SSAE-16 Results Are Now Available

ATTENTION ONLINE AND SELF-PROCESSING CREDIT UNIONS The CU*Answers Board of Directors recently accepted the 2016 “Report on a Description of a Service Organization’s System and the Suitability of the Design and Operating Effectiveness of Controls Related to the CU*BASE Development” (SSAE-16 SOC 1 Type 2). Review the 2016 SSAE-16 Report and other Key Audit Results… Read more »

Nov 14, 2016

CU*Answers 2017 Strategic Technology Plan – Now Available for Viewing!

CU*Answers 2017 Strategic Technology Plan – Now Available for Viewing!

Our 2017 Strategic Technology Plan is now available for viewing! Learn about our latest updates to CU*BASE as well as additional technologies and resources we are looking to focus on over the course of the coming year. 2017 Strategic Technology Plan You can also refer to our 2017 Business Plan, for information regarding our vision… Read more »

Oct 26, 2016

Why wait? Vote today!

Why wait? Vote today!

ATTENTION CU*ANSWERS STOCKHOLDERS WHO HAVE YET TO VOTE Make sure your voice is heard! Our records indicate that you have not yet voted in the 2016 Elections. You can vote electronically for board elections until June 10, 2016! Learn about what your voting for by visiting the CU*Answers Elections website elections.cuanswers.com. Ready to vote? All CEOs… Read more »

May 31, 2016

Have you cast your vote in the 2016 Elections?

Have you cast your vote in the 2016 Elections?

ATTENTION CU*ANSWERS STOCKHOLDERS Make sure your voice is heard! Vote Electronically for board elections May 2 – June 10, 2016! Learn about what your voting for by visiting the CU*Answers Elections website elections.cuanswers.com. Ready to vote? All CEOs of stockholder credit unions received an email on Monday, May 2nd with instructions to vote by visiting… Read more »

May 13, 2016

CU*Answers NCUA CUSO Registration Complete

ATTENTION ONLINE AND SELF-PROCESSING CREDIT UNIONS In January, you received notification regarding the new NCUA requirements related to the CUSO Registry, indicating that CU*Answers is aware of these registration requirements, and that we will be taking care of registering prior to the deadline, March 31. This notification is to inform you that CU*Answers has completed… Read more »

Mar 2, 2016

Have you registered for the Data Investment Symposium yet?

ATTENTION ONLINE AND SELF-PROCESSING CREDIT UNIONS: Credit Union Leaders: There’s still time to register for the 2nd Annual Data Investment Symposium February 24 CU*Answers Grand Rapids, MI Register Now Who will lead and help us formulate the next ten major investments our CUSO will make when it comes to data? If you’re a leader who can… Read more »

Feb 16, 2016

2016 Election Materials Are On The Way!

ATTENTION CU*ANSWERS STOCKOWNERS: 2016 Election Materials Are On The Way! Look for these important documents in the mailing we sent you today: Memo from the CEO Check out this memo from CU*Answers CEO Randy Karnes about this year’s CU*Answers Board election, as well as a copy of a memo you received in September from Nominating Committee Chair… Read more »

Feb 1, 2016

We’ve got a great Dashboard Dive this week!

ATTENTION ONLINE AND SELF-PROCESSING CREDIT UNIONS: Learn how to dive deep into your data through a discussion of key CU*BASE dashboards with CU*Answers CEO Randy Karnes and other leadership staff in the cuasterisk.com network. This Week’s Topic: Analyze Loan/Savings/Certificate Portfolio Friday, January 29th 3:00 – 3:30 PM ET Register View and register for additional Dashboard Dive… Read more »

Jan 25, 2016

Congratulations to Peninsula FCU for the MCUL award of Outstanding Credit Union of the Year!

ATTENTION ONLINE AND SELF-PROCESSING CREDIT UNIONS: We’d like to congratulate Jim Veneskey and his team at Peninsula Federal Credit Union for the title of Outstanding Credit Union of the Year ($50 million – $400 million) awarded by the Michigan Credit Union League. CU*Answers is proud to have partnered with Peninsula FCU over the last fifteen… Read more »

Dec 22, 2015

Congratulations to Scott McFarland for the award of MCUL Credit Union Professional of the Year!

ATTENTION ONLINE AND SELF-PROCESSING CREDIT UNIONS: Join us in congratulating Scott McFarland, Honor Credit Union CEO and CU*Answers Board Chairman, who was recently awarded the title of Credit Union Professional of the Year by the Michigan Credit Union League. The award recognizes “an individual whose strong leadership and accomplishments have bettered their individual credit union,… Read more »

Dec 22, 2015