This document is intended to help employees who are in charge of receiving inbound calls from customers or members calling in regards to the upcoming core conversion. The information below provides a variety of questions customers are likely to have and outlines possible answers. Use/edit this document to help guide and prepare employees for calls so that they are equipped to answer them to the best of their abilities.
Again, the answers to these questions will vary from institution to institution. Make sure the answers you provide employees adhere to your own core conversion process.
Core Conversion Questions
Q: What is a core processing system?
A: Our core processing system, also known as a core system, is the software that manages our major banking functions. These functions include:
- Opening and managing accounts
- Originating and serving loans
- Processing cash deposits and withdrawals
- Maintaining account holder information
- Processing transactions
- And more
Q: Why is [FINANCIAL INSTITUTION’S NAME] upgrading its core system?
A: In an effort to improve our services, efficiency, and accommodate growth, we are upgrading our core system. Our new core system will allow us to offer you more capabilities, offerings, and enhance your experience with us.
Q: Will business hours change during the core conversion process?
A: [INSERT TIME AND DAYS THAT WILL BE IMPACTED BY CORE CONVERSION PROCESS]
Safety and Security Questions
Q: Will my account and financial information stay secure during the core conversion process?
A: Yes, keeping your information secure and private is a top priority for us. The core conversion process will not compromise your safety or the safety of your information in any way.
Q: Will my funds be safe and secure?
A: Your funds will remain safe and secure. All accounts are fully insured by [INSERT FDIC OR NCUA] for up to $250,000.
Q: Will I have access to my funds during the conversion?
A: [INSERT WHEN ACCOUNTS WILL BE IMPACTED, WHAT WILL BE IMPACTED, AND HOW LONG THEY WILL BE IMPACTED]
Q: Will my account number and checking account number change?
A: [INSERT HOW THEIR ACCOUNT NUMBER(S) AND CHECKING ACCOUNT NUMBER WILL BE IMPACTED (IF AT ALL)]
Benefits and Changes
Q: How will the new core benefit me as a [INSERT CUSTOMER OR MEMBER]?
A: With our new core, we will operate more efficiently and be able to provide you with more services. After [INSERT CONVERSION COMPLETION DATE], we will have several improved or new services available to you. These include:
- [INSERT LIST OF IMPROVED OR NEW ITEMS THAT WILL BENEFIT ACCOUNT HOLDERS - Ex: Expanded Wire Transfer Capability]
- [INSERT LIST OF IMPROVED OR NEW ITEMS THAT WILL BENEFIT ACCOUNT HOLDERS - Ex: Enhanced Bill Pay]
- [INSERT LIST OF IMPROVED OR NEW ITEMS THAT WILL BENEFIT ACCOUNT HOLDERS – Ex. New Business Bill Pay]
Q: What will change after the core conversion?
A: [INSERT A LIST OF THE SERVICES AND PRODUCTS AFFECTED BY THE CORE CONVERSION – Ex: Online banking will have a new log-in process / our mobile app has a new look and feel.]
Q: What services will not be affected by the core conversion process?
A: The following services will function normally during our conversion process:
- [INSERT PRODUCTS AND SERVICES NOT IMPACTED BY CORE CONVERSION – Ex: Credit cards]
- [INSERT PRODUCTS AND SERVICES NOT IMPACTED BY CORE CONVERSION – Ex: Debit cards]
- [INSERT PRODUCTS AND SERVICES NOT IMPACTED BY CORE CONVERSION – Ex: Remote deposit capture]
Q: Do I need to do anything to prepare for the core conversion?
A: [EXAMPLE OF WHAT YOU COULD INCLUDE] – While most of the core conversion process will take place behind the scenes, there are a few things you can do. We recommend:
- Taking note of when the conversion is taking place. We will keep you informed throughout the whole process via letters, social media, and on our website.
- Adjusting your recurring Online Bill Pay payments before [FIRST DAY OF CORE CONVERSION] (since Online Bill Pay will be affected by the conversion).
- Making a small withdrawal from one of our branches or one of our ATMs to make sure you have some cash on hand (since there will be some system limitations during this time).
- Download your e-statements. All of your transaction history will no longer be available after the core conversion. We recommend printing a year’s worth of statements for your records.
- Make sure all of your information is still correct. Please contact us at [INSERT PHONE NUMBER] if you have any new information or would like to check your current information.
We have also put together a core conversion to-do list for your convenience. It can be found on our website.
Product Centered Questions
Q: Can I still use an ATM while the core conversion is underway?
A: You will have limited access to our ATMs and your funds from [STARTING DATE FOR CORE CONVERSION] through [END DATE FOR CORE CONVERSION]. There will be times when our ATMs are down, and you will have limited access to your funds. Please plan accordingly.
Q: What happens if I exceed my ATM withdrawal limit?
Checks & Deposit Slip
A: If you exceed your ATM withdrawal limit, your transaction may be denied.
Q: Will I need to get new deposit slips?
A: Our core conversion will not require you to get new deposit slips.
Q: Can I use my checks during the core conversion?
A: Yes, you may still use your checks like normal. However, you will need to make sure you have sufficient funds in your account to cover any checks you write during the conversion.
Q: Can I still use my current checks after the core conversion?
A: If your checking or savings account number is greater than 10 digits long, we will order new checks for you. Free of charge. If your checking or savings account number is not greater than 10 digits long, you may continue using your current checks like normal.
Q: Do I have to order new checks?
A: No, not unless your checking or savings account number is longer than 10 digits. If so, we will order them for you, using the same style from your previous order with us. Free of charge.
Q: Will I receive a new debit card because of the core conversion?
A: All of your information will remain the same, and you will not receive a new debit card.
Q: Will my PIN change?
A: No, both your debit card number and PIN will remain the same even after the core conversion.
Q: Can I use my [INSERT FINANCIAL INSTITUTION’S NAME] debit card at other ATMs?
A: Yes. In fact, you can use your debit card at [INSERT NAMES OF OTHER FINANCIAL INSTITUTIONS WHERE ACCOUNT HOLDERS CAN USE DEBIT CARD FOR FREE] ATMs surcharge free.
Q: Will the core conversion affect my debit card?
A: It will slightly impact your debit card. You can still use your debit card, but your limits may be impacted. Your limits will be restored after the core conversion is complete on [INSERT CORE CONVERSION END DATE].
Q: What happens if I exceed my ATM withdrawal limit?
A: If you exceed your debit account withdrawal limit, your transaction may be denied. If you are denied, you may run your debit card as a different point of access, like a credit.
Q: Can I still access Online Banking during the core conversion?
A: [INSERT WHEN – TIME AND DAY - ACCOUNT HOLDERS WILL NOT HAVE ACCESS TO ONLINE BANKING, HOW ONLINE BANKING WILL BE AFFECTED, AND WHAT DAY IT WILL BE AVAILABLE AGAIN]
Q: Will I be able to view my e-statement history in Online Banking after the core conversion?
A: Unfortunately, you will not be able to view your e-statement history in your Online Banking account after [INSERT DATE]. With this in mind, we recommend downloading and printing a year’s worth of statements for your records before [INSERT SAME DATE FROM PREVIOUS SENTENCE]. This can be done by:
1. [LIST WHERE THEY CAN FIND THEIR E-STATEMENTS AS WELL AS HOW TO DOWNLOAD THEM]
Q: Will my Online Banking username change?
A: If a customer’s or member’s username will change – Yes, your username will change. After [INSERT DATE USERS CAN ACCESS ONLINE BANKING AGAIN], you will need to re-register for Online Banking again. To do this, simply go to our Online Banking service and use your current log-in credentials. The system will then prompt you to register again. Please make sure to have your [INSERT CUSTOMER NUMBER OR MEMBER NUMBER] ready for verification purposes. That’s it! All other information, such as Bill Pay information, will be transferred automatically and not have to be re-entered.
Q: Will my Online Banking password change?
A: Once the core conversion is complete, our Online Banking will have a new log-in process. Part of the process is changing your password. When you log-in after [INSERT DATE USERS CAN ACCESS ONLINE BANKING AGAIN] for the first time, your password will default to the last four digits of your social security number. Our system will them prompt you to change your password and select security questions.
Q: Can I access Online Bill Pay during the core conversion?
A: You will not be able to access Online Bill Pay during the core conversion process. We highly recommend adjusting any payments that are due during our core conversion timeframe to ensure a timely payment.
Q: I have some payments due during the core conversion process. What should I do?
Payroll & Direct Deposit
A: Since you will not have access to Bill Pay after [INSERT DATE], please schedule all online bill payments to be paid before [INSERT LAST DAY THEY SHOULD SCHEDULE AN ONLINE BILL PAYMENT].
Q: How will Automatic Payments/Direct Deposit be affect by the core conversion?
A: That’s the good news. They won’t be affected by the core conversion. They will continue to function normally.
Q: Can I still receive a Direct Deposit or make an electronic payment during the conversion?
A: If the Direct Deposit or electronic payment was made before our core conversion date, which is [INSERT DATE], it will post. Any Direct Deposit or electronic payment made during the conversion will post when we re-open on [INSERT DATE].
Q: How will the core conversion process affect Direct Deposits, Pay Roll deductions, or automatic payments?
A: You should not notice a difference. Everything should continue to operate as scheduled.
Q: Can I still receive paper statements every month after the conversion?
A: Monthly paper statements will still be provided for those who would like to receive them. We will also be offering an improved e-statement option with more storage and easier navigation.
Q: What will happen to my e-statement history when the core conversion takes place?
A: Your e-statement history will no longer be available after [INSERT DATE]. We strongly recommend you print off a year’s worth of statements for your records.
Q: Will my statements look different or change after the conversion?
A: You will notice a difference when it comes to looks, but otherwise your information and the content in the statement will remain the same.
Q: Will my account analysis change?
A: The fee schedule and calculations will remain the same, but the settlement date will change for fees caused by an analysis deficit balance. These fees will be charged on the 15th of the next month following a monthly, quarterly, or annual settlement period.
Q: Will the core conversion affect my e-statements?
A: Your e-statements will not be affected by the core conversion, but it will affect your e-statement history (noted above).