Enhance

Thank you for being a member/owner of Clark County Credit Union. We are excited to announce that we are embarking upon one of the most time-intensive and important processes a financial institution can undergo – a data-processing system conversion, or “Core Enhancement”. We like to compare this process to getting a brand new engine in your car.

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A lot has changed since Clark County Credit Union began in 1951. Gone are the days of rotary phones and check guarantees. Computers and debit cards are now old news as mobile banking, biometrics and cryptocurrency lead the headlines in today’s banking publications. With all of the technological advancements, we need to make sure our core systems are ready for the future so we can provide you, our member, with the most secure and up-to-date products and services. In order to meet these changes, our core system needs an upgrade which is why we are embarking on this exciting journey. This page of our website will be updated regularly to keep you, our member/owner, abreast of the latest changes and how they may impact you. Stay tuned!

Changes will go-live in September. Until then, we will continue to keep the conversation going so you can join us in this adventure. 

 

As with all system upgrades, some things are going to look and work differently. This guide will help eliminate any surprises.

Important Dates: Systems and branch offices will NOT be available starting Friday, September 7, 2018 at 6:00pm until Tuesday, September 11, 9:00am. 

 

Specifically, the following services WILL NOT  be available starting at 6:00pm Friday, September 7:

  • Branches and phone services will be unavailable. 
  • No new debit or credit cards for any reason, starting at 5:00pm Thursday, September 6.  
  • Online banking, BillPay, CuePhone and mobile banking will be unavailable. 
    • All branches and phones will re-open and services will be restored at 9:00am on Tuesday, September 11, 2018.

This is a list of products that WILL BE available during the enhancement weekend:

  • You can make purchases as usual, using your debit or credit card. If during this weekend your card is lost or stolen, you can still report it at 1-866-702-4302
  • ATMs will be available
What will change with the new system enhancement?

Your deposit account and loan account number(s) will change. You will soon receive a list of your new deposit/loan account number(s) in the mail. Please be on the lookout for this important account information. You do not need to anything for your direct deposit or other automatic transfers. Please verify that we have your correct mailing address. 

Your Online or Mobile Banking will function and look the same. One upgrade you will notice is that all of your accounts where you have ownership will be available under one login. For example, if 'Fred' has three different accounts; one of his own, one with 'Wilma' as a joint owner, and one with 'Pebbles' as a joint owner - Fred will see all three accounts on one screen. 

Be ready for your first online banking login starting Tuesday, September 11.

  • User ID: Your oldest account's User ID
  • Password: Last six digits of your social security number or your business EIN.
  • You will be required to change your password upon log in. 

Login to CuePhone after changeover: use the oldest account number. The password will now be the last four numbers of your social security number. 

Joint account holders will receive a new and different member number. Immediately after the enhancement each joint owner (that is not primary on any account) will receive a new and different member number in the mail, which will be used for online banking. ALL JOINT MEMBERS WILL HAVE TO ENROLL IN ONLINE BANKING AS A NEW MEMBER. 

What about my BillPay? If you have a BillPay item that is scheduled for Monday, September 10, please go into Online Banking before September 7 and change that transaction date to either a date earlier than September 8 or a date later than September 10.

As the primary account owner, your current BillPay set up will stay the same. 

Monthly account statements (printed and online) will change visually. All of your deposit accounts (i.e. savings, checking, more money, vacation club, etc.) will be combined into one statement. For example, if 'Fred' has three different accounts; one of his own, one with 'Wilma' as joint owner, and one with 'Pebbles' as a joint owner, then Fred will see all three accounts on one statement. 

Monthly loan statements will also change. For each loan account where you are the primary member, you will receive separate statements. 

You will receive (2) September statements. Dues to the mid-month system enhancement, you will receive a statement for account activity for the period of September 1, 2018 to September 7, 2018. Later, you will receive a second statement (with accounts combined into one) for the period of September 8, 2018 to September 30, 2018.  

 

FAQs About Online Banking

 

Q: Why am I seeing so many accounts?

 

A: Now everyone has their own personal user ID for online banking. The user ID will display all accounts you are primary or joint owner on. 

Q: Can the joint owner see all of my accounts?

 

A: No, when the joint owner registers to use online banking with their own user ID they will only see the accounts they are on. 

Q: There are so many accounts showing and I don't know what they are. 

 

A: You can nickname your accounts to make it easier to distinguish them. This will also help employees as they will be able to see the nicknames as well. To set the nickname go to your online banking session. Click on Settings in the top right corner, then click on Accounts and select the account you would like to nickname. 

Q: I don't want to see all of my accounts, can I remove them from my online banking and mobile app? 

 

A: Yes, you can hide the accounts for online banking and for the mobile app. To hide them in online banking log into your account online. Go to the settings on the top right. Click on Accounts and then click on the account you would like to hide. Check the box for Hide Accounts and then click on Save. To hide them in the mobile app log into your account online. Go to Mobile on the top right. Click on the My Accounts Tab. Uncheck the boxes for the accounts you do not want to see in the mobile app and click on Update Accounts. 

Q: Why can't I see my VISA credit card online?

 

A: If you are the joint owner of the credit card, you are now able to see to the credit card on your online banking.

Q: Why am I not able to see my due date and amount due on my VISA credit card?

 

A: Unfortunately, this information is not available via online banking. 

Q: Why do I not see the payment/advance to my VISA credit card? The funds already posted to my deposit account.

 

A: When you transfer a payment to your credit card or advance funds from your credit card the funds will debit or credit your checking/savings account immediately. The payment or advance will not post immediately, it may take up until the next business day to post to the VISA credit card. 

Q: Why can't I see all of my statements?

 

A: Currently, you are only able to see your statements for your primary member number. We are working on adding the additional statements into your online banking. Going forward all of the accounts you are the primary owner on will be combined into a single statement. 

Q: Why is my loan not on the monthly statement?

 

A: You will now be receiving a separate monthly loan bill for each individual loan.

Q: How do I enroll in estatements?

 

A: Log into your account online. Click on one of your accounts. Click on Online Statements. You will get a pop-up, click on Continue and follow the prompts. 

Please contact us with any questions about the new enhancements.

 

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