Member Statements Frequently Asked Questions

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Question: If the Option (s) Requestd field is 3 on the 390 Report Rules, why does a member who does not have share draft account receive a monthly statement?

Answer:

  1. If the Produce if EFT Activity check box is selected in the Statement Options section on the Credit Union Profile – Member tab, review the history for the share account to see if the member had any EFT activity, such as an ACH payroll.
  2. If the ID Statement check box is selected in the EFT Options section on the Credit Union Profile – Self Service tab, and the member has a Debit Card Maintenance, ATM Card Maintenance or Audio ID Maintenance dialog box built, the member will get a statement regardless of activity on the account.
  3. The Receive Monthly check box in the Member Statement Information group box on the Stmts/Reporting/Notices tab is selected.
  4. The Force at Month End Because of EFT/Misc Activity check box in the Member Statement Information group box on the Stmts/Reporting/Notices tab is selected. This field can be maintained by the credit union as well as changed by back office.

Question: A member, who does not have a share draft account and is supposed to receive quarterly statement, did not receive a quarterly statement. Why?

Answer:

  1. The member did not have any activity throughout the quarter and the Year-End Statements field is Y on the 390 Report Rules.
  2. If the Min Amt To Prod field is 0 on the 390 Report Rules, then the system looks at the activity and the Year-End Statements field. If there is no activity and the Year-End Statements field is Y, then the member will not receive a statement until the end of the year. If the Min Amt To Prod field is greater than 0, then the system will not look at the activity or the Year-End Statements field. The system will produce a statement if the aggregate balance is greater than the value in the Min Amt to Prod field.

Question: Why did a member who has share draft account not receive a monthly statement?

Answer:

  1. The balance in the share draft account was $0.00.
  2. The member is set up to receive electronic statements.

Question: How do I stop a member’s statement from producing?

Answer: A member will receive a statement if there is any activity as per the options on 390 Report Rules. There is no flag at the member level to stop the statement from being produced. The credit union can set up a mail code and sort the statements by mail code so the statement can be pulled when generated. If closing a member account, be sure to clear the Receive Monthly check box on the Stmts/Reporting/Notices tab to prevent a statement from producing monthly after the member account has been closed.

Question: If credit union has ‘Bulk’ statements, how can certain members’ statements be printed and sorted so CU can locate and pull them instead of being mailed out to the members?

Answer:

  1. A credit union-defined code can be entered in one of the following fields on the Stmts/Reporting/Notices tab: Mail Code, Special Handling, Special Use, Statement Media, or Statement Sort. We can then sort their statements by that field. These statements will be sorted at three to four specific places within the stack.
  2. You can also make the member’s address invalid on the Contact Information tab. The statements float to the top only if the ZIP code has an invalid value, like all 9's, all zeroes or letters for foreign addresses. Make sure to enter all X’s in the City field if the ZIP code is made invalid. If the Multi-Page Sort field is Y on the 390 Report Rules, all single page statements print first, followed by multiple page statements. Within each stack, statements without a delivery bar code (from the 505 Report) print first, followed by the ones with barcode. They need to look at the end of each stack for the statements with the No-Mail code. In other words, the statements could be in the following four places:
    1. At the end of single page non-barcoded.
    2. At the end of single page barcoded.
    3. At the end of multiple page non-barcoded.
    4. At the end of multiple page barcoded

Question: The credit union is having an annual audit or a special mailing done and would like to have statements produced for all members.

Answer: The Year-End Statements field must be N and the Min Amt To Prod field must be 0 on the 390 Report Rules. If the Option (s) Requestd field is 3, Portico Customer Service must change it to 2. If the Option (s) Requestd field is 1, then Portico Customer Service must add option 2. (i.e. 1 2). Portico Customer Service will change the fields back to the original settings after month-end.

Question: How do I check where a credit union’s statements are processed?

Answer: Check the Mail Type field on the 390 Report Rules. The only valid options are:

  • P - Fiserv Output Solutions (formerly called Personix).
  • X - The statement file is transmitted to a third-party vendor including Microdynamics
  • M - Microdynamics.

This field must not be changed without consulting Portico Customer Service - Level 2 Support. In most cases, the recipient of the files has to be notified in advance and may require testing.

Question: A credit union would like to get an additional hard copy of their member statements.

Answer: Regardless of the Hard Copies field on the 390/391 Report Rules, the system generates one copy. A respool request must be submitted to the appropriate statement processor.

Question: A credit union has Nautilus Essentials and would like to receive member statements on CD as well for back up.

Answer: CDs are no longer available. To set up a temporary access to Nautilus Essentials for examiners, submit a request by e-mail to Portico Customer Service.

Question: Due to an annual audit or some other reason, a credit union would like their member statements to be processed different than normal.

Answer: Prior notification must be sent to the statement processor. Fiserv requires all changes be submitted no later than the 20th prior to the month-end. If a change to the 390 Report is required, please consult Portico Customer Service - Level 2 Support.

Question: A member’s statement had a different address printed other than what is on the Contact Information tab.

Answer:

  1. Check to see when was the last non-financial activity performed on this account and that the address has not been changed since the production of statements.
  2. Look at the Contact Information tab for the standardized address.

Question: The credit union would like to have a different return address printed on the statements either one time only or permanently.

Answer: The credit union return address comes from the Statement Return Address window, if an address is specified. If an address does not exist on the Statement Return Address window, then the address comes from the Credit Union Profile – Credit Union tab (Portico Host: 901 Transaction). If it is one time change, then have the credit union create an address on the Statement Return Address window. Remember any changes made to the credit union address on the Credit Union Profile – Credit Union tab (Portico Host: 901 Transaction) will affect all notices as well.

If the credit union has ‘Plus’ statements, then have Portico Customer Service - Level 2 Support verify or add an address to the Statement Return Address window.

Question: The credit union would like to offer E-statements to their members.

Answer: There are two electronic statement products that Fiserv offers: Portico feed and FOS feed. Contact your client partner for pricing. No changes in the report rules or processing rules are required. Members must enroll from Virtual Branch or the credit union can enrolls members via the Admin site. The credit union should not maintain the Stmts/Reporting/Notices tab as the “pick list’ overrides this field.

If the credit union decides to use a third party, then please contact Portico Customer Service - Level 2 Support to change the Produce Electronic Statements field in the Statement Options section on the Credit Union Profile – Member tab. There is a questionnaire on www.porticousers.com that must be completed and sent to File Exchange (XROADS). By changing the Produce Electronic Statements field, system will automatically create a separate file for electronic statements at the end of the month that will be sent to File Exchange (XROADS).

Question: How can a credit union have delivery point bar codes printed on their statements?

Answer: When the 505 Report runs on a specific day every quarter, an address file is sent from Phoenix to FOS. FOS interfaces the file with the USPS-provided software to standardize the addresses. After standardization, FOS sends the file back to Phoenix. Phoenix updates the Contact Information tab and generates the 505 Report for the credit unions. The addresses that are standardized by this process will automatically have a bar code on the member statements. The credit union can refer to the 505 Report for exceptions.

The 505 Report can be scheduled to run only on the first Friday of March, June, September and December.

Question: How do I set up a credit union for separate IRA statements (393 Report)?

Answer: Separate IRA statements can only be set up starting the first quarter of the year. The processing rules must be set up in January. The Produce Separate IRA Statements check box in the Statement Options section on the Credit Union Profile – Member tab must to be selected by the Portico Oncall SE. You must also set up the 393 Report Rules and inform Phoenix. Contact Portico Customer Service - Level 2 Support for assistance.

Question: Currently a credit union has separate statements – Share Draft Statements (391 Report) and Regular Share Statements (390 Report). Now, they would like to combine the statements.

Answer: The statements can only be combined in the first month of the quarter. Prior to changing the report rules, Portico Customer Service must make the necessary changes so that every member will receive a statement at quarter-end (see question 6). Year-end is ideal to start this process. After quarter-end, in which all members will have statement produced, Portico Customer Service will screen-print the 390 and 391 Report Rules. Then, delete the 391 Report Rules and make necessary changes on the 390 Report Rules. Portico Customer Service will change the Option (s) Requestd field from 1 to either 2 or 3. Then, run a Reporting Analytics query to see if there are few members who did not have statement produced the quarter-end before and inform Phoenix.

Question: The credit union is not satisfied with the layout out of the Share Draft statements. What are the other options available in Portico?

Answer: There are five options available in Portico for the Share Draft Summary: Y, S, N, A and V. Portico Customer Service can access examples in Nautilus Essentials and fax them to your customer (with the credit union and member information masked). This change can be made any time before the month end. If the credit union does not like any of the formats, contact your client partner for more information on customized statements.

Question: A member has a charged off loan type and the credit union does not want a statement printed for the member.

Answer: If the member has activity on other accounts, the system will generate a statement. Do not select the Exclude from Statement check box in the Statement Exclusion group box on the Loans – General tab to prevent printing history of that particular loan type on the statement. The Statement Print field in the Account Definitions group box on the Loan Profiles – Account Information tab also controls this option.

Question: How many statements were produced in a specific month-end?

Answer: Portico Customer Service can check the Mail Type field on the 390 Report header in the Nautilus Essentials Customer Service folder:

  • For mail type P, check report CK012.
  • For mail type M or X, check report CK013.

Question: How do I update the message that prints on the bottom of the statements?

Answer: Use the Statement - Regular/Combined, Statement - Share Draft Only, and Statement - IRA Only windows and message IDs:

  • S – Combined statements (Option 3)
  • S02– Share Draft statements (Option 1)
  • S03– IRA Statements

Question: If credit union is on Fiserv Output Solutions (FOS) (formerly Personix) mail service, how can certain members’ statements not be mailed to the members?

Answer: A credit union-defined code can be entered in one of the following fields on the Stmts/Reporting/Notices tab: Mail Code, Special Handling, Special Use, Statement Media, or Statement Sort. Portico Customer Service can then sort their statements by that field and FOS can either print these statements and mail them to the credit union flat in one envelope or suppress the printing. These statements still go in Nautilus Essentials.

Question: How can I have loan details printed or removed on statements like payment amount, number of payments remaining, next payment due date and credit limit?

Answer: Refer to Statement Disclosures group box on the Loan Profiles – Account Information tab in Portico.

Question: How can I have member numbers masked on the statements?

Answer: This option is only available if a credit union has their member statements printed at Fiserv Output Solutions (FOS) (formerly Personix). The credit union can have all digits of the member number with the exception of last 4 digits replaced by X’s. If a credit union decides to choose this option it would be for all their statements. If a member number is 4 digits or less then it will not be suppressed. There is a one time set up fee of $100 with no recurring fee. If the credit union is interested in taking advantage of this option, send the request to Portico Implementation.

Question: My credit union statements are printed and mailed by Fiserv Output Solutions (FOS) (formerly Personix), when and where can I send the inserts?

Answer: Complete the Insert Form available on www.porticousers.com by the 15th of the month and fax it to FOS. The fax number and shipping address are on the form. Inserts must be delivered to FOS by the 25th of the month in order to mail the statements on time. Please let a FOS or Portico representative know if the inserts are going to arrive late so the statements can be held.

Question: My credit union statements are printed and mailed by Fiserv Output Solutions (FOS) (formerly Personix) and I need to send inserts. What are the specifications and the deadlines?

Answer: The specifications and deadlines are available on www.porticousers.com.

Question: I changed the Statement Media field in the Member Statement Information group box on the Stmts/Reporting/Notices tab from Hardcopy to Electronic but the system changed it back to Hardcopy?

Answer: Members must enroll in Virtual Branch or the credit union must enroll members via the Admin site to receive an electronic statement. The credit union should not maintain the Statement Media field in Portico. Every day after the Portico back-office cycle, Statement Express sends a list of all members for all credit unions that are set up to receive electronic statements. This list is called ‘Pick List’. If a member is on the ‘Pick list’ and the Statement Media field in Portico has H-Hardcopy, this will be changed to E- Electronic Statement in the following Portico night’s back office cycle and vice versa.