Members get it done in one call, verified your way.
Lost cards, payoff letters and payment dates are handled while the member is on the line, and nothing on an account is read until they pass your checks.
Tallgrass Credit UnionStatement, September
Checking ··5530Sep 1 – Sep 30
| Date | Description | Amount |
|---|---|---|
| Sep 18 | PAYROLL HARLOW MFG | +2,140.00 |
| Sep 19 | Asked about: SQ *LRKSPR COFFEE | −4.85 |
| Sep 19 | KWIK FUEL 2207 | −38.20 |
| Sep 20 | MAPLE CITY WATER | −41.07 |
| Sep 21 | NORTHGATE MKT 114 | −62.18 |
Ending balance$3,214.62
The credit union’s core screen, before and after a one-time code
Before verification
Member
Caller ID +1 212 555 0158
- Checking
- Debit card
- Savings
- Read balances
- Lock a card
- Order a replacement
General answers only: hours, branches, rates.
7:53 AMOne-time code to the phone on fileMatched
After the code
Member
Maren T.
- Checkingending 2208
- Debit cardending 4417Locked
- Savingsending 0931
- Read balances
- Lock a cardLocked 7:53 AM
- Order a replacementTo the address on file
Card locked
Core connector · the credit union’s rules
- Allow
- Read balances, lock a card, send a payoff letter: done on the call. This call
- Ask
- Move a payment date, transfer between own accounts: read back, then a spoken yes.
- Block
- Wires, external transfers, closing an account: never offered to the model.
A day on the member line, done in the core.
Every request runs on your rules: done on the call, done after a spoken yes, or handed to your staff with the brief.
| Time | Channel | Verified by | Asked | Rule | Done | Stamp |
|---|---|---|---|---|---|---|
| 7:52 AM | Phone | One-time code | Lost debit card | Allow | Card ··4417 locked · replacement ordered | Locked |
| 8:15 AM | Web | Signed in | Is my paycheck in? | Allow | Direct deposit posted at 6:02 AM | Answered |
| 8:40 AM | Phone | Security questions | Traveling to Lisbon, Oct 4–12 | Allow | Travel notice added to the card | Added |
| 9:05 AM | SMS | One-time code | Was the $212 fuel charge mine? | Allow | Member confirmed it · alert cleared | Cleared |
| 9:48 AM | Signed-in link | A copy of the August statement | Allow | Statement sent to the address on file | sent | |
| 10:30 AM | Phone | Not needed | Routing number for a deposit form | No account action | Read out and texted | sent |
| 11:20 AM | Web | Signed in | Auto-loan payoff | Allow | Payoff letter emailed | Letter sent |
Core: Payoff $14,286.40, good through Oct 3 Email: Payoff letter → the address on file | ||||||
| 12:05 PM | Messaging apps | One-time code | Why was my card declined? | Allow | Daily limit reached · resets at midnight | Answered |
| 12:31 PM | Phone | One-time code | What is SQ *LRKSPR COFFEE? | Allow | Larkspur Coffee, 8th & Pine · $4.85 on Sep 19 | Answered |
| 1:10 PM | Phone | Security questions | Move $500 to checking | Ask | Read back · yes · transfer made | Moved |
| 2:45 PM | Phone | Security questions | Mortgage payment on the 15th | Ask | Due date moved after a spoken yes | Date moved |
Read back: “From November, your payment moves from the 1st to the 15th.” Member: “Yes.” Core: Due date → the 15th | ||||||
| 3:30 PM | Signed-in link | New mailing address | Allow | Address updated in the core | Updated | |
| 4:15 PM | Phone | One-time code | Wire $8,000 to a title company | Block | Wire desk joined the call, briefed | Joined |
| 5:40 PM | Phone | One-time code | Advice on an old 401(k) | Allow | J. Farrow, licensed advisor · Thu 3:00 PMIts audit trail | booked |
| 7:05 PM | SMS | One-time code | Reset my card PIN | Allow | PIN reset link sent to the phone on file | sent |
| 9 more members served8:15 AM–7:05 PM | ||||||
Reads and writes in Jack Henry, Fiserv, FIS and Corelation.
Books advisors in Salesforce, Wealthbox and Redtail.
Every call leaves a record your examiner can read.
The 5:40 call as your compliance team reads it: every question they ask before a pilot, answered beside the line that proves it.
- Call: Phone, from the number on file
- Agent: “I’ve texted a code to the phone on file.”
- Member: “The code is .”
- Verified: Code matched
- Stored: Transcript, code redacted · us-east4
Where does member data live?
On SOC 2 Type II & ISO 27001 certified infrastructure in Northern Virginia, encrypted in transit and at rest. Codes and account numbers are redacted from transcripts by default.
How member data is kept- Member: “Should I roll my old 401(k) into an IRA?”
- Agent: “That’s one for a licensed advisor. J. Farrow is free Thursday at 3:00 PM.”
- Member: “Thursday works.”
Who gives the advice?
Your licensed advisors do. Zumu books the meeting or connects the call, and the member’s question arrives in the brief.
- Sent: Book J. Farrow, licensed advisor · Thu 3:00 PM
- Rule: Allow · advisor calendar
- Returned: Booked · brief attached
- Ended: 1 min 17 s · brief to J. Farrow
What does the audit trail keep?
Every action keeps what was sent and what came back, and every prompt edit keeps who, when and from where.
Clear the hold queue without loosening a check.
Start with card locks, and add each request as your compliance team signs off.
Card ··4417 · Locked
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