Access 24 - Telephone Banking Service
FREQUENTLY ASKED QUESTIONS
Q: Why has Access 24 changed and how is it different from the previous telephone keypad service?
A: The enhanced service is more versatile and now offers both Speech Recognition and Telephone Keypad access. The Speech Recognition service allows you to retrieve information easily and conveniently.
- The new service is customized to each member’s accounts. For example, it will not ask you if you want to hear information about Money Market Accounts or Certificates if you do not have either of these products.
- The new service offers Spanish options using your Telephone’s Keypad. However, this service does not offer Spanish options in Speech Recognition mode.
- You can use both Speech Recognition and your Telephone Keypad while in Speech Recognition mode.
Q: Does the new service offer all the features the old service offered?
A: Yes – and now it is customized for you, based on the types of accounts you have.
Q: What are the most frequently used Speech Recognition commands?
A:
- Checking Balance
- Checking History
- Savings History
- Savings Balance
- Transfer Funds
Q: How do I register for Speech Recognition Access 24 service?
A:
- Dial into Access 24: 888-8920 (800-356-3178 from outside the Albuquerque area).
- Enter your member number followed by the “#” (pound) sign.
- Enter your four digit password followed by the “#” (pound) sign.
Note: For first time users, your password will be the last four digits of your Social Security number. For security reasons, you will be prompted to immediately change your password.
Q: How do I change my password?
A: While in Speech Recognition mode, say “Password Change” and follow the prompts. During business hours, press “0” for an Anywhere Advisor if in Telephone Keypad mode.
Q: Can I use my current password with the new Access 24 service?
A: Yes.You do not have to change or acquire a new password to use the new Telephone Banking service.
Q: If I make a mistake while in Speech Recognition, how easy is it to go back to the previous menu?
A: If you make a mistake while using Speech Recognition, you will be asked to repeat your command ¾ or you will be informed that the request was not understood. If this happens, simply say “Go Back” to have the question repeated. In Telephone Keypad mode, you can press the star “*” key to exit or press “8” to repeat the menu.
Q: Is there a time limit or limit to the amount of functions that can be performed during one call?
A: No, there is not a time limit or limit of functions you can perform once you call in. However, if you do not request information for a short period of time, you will be prompted to make a selection. After the third prompt, the service will say “good-bye” and will end the call.
Q. If I have a question about the information I received, do I have the option of talking to a Member Service Representative during the call or do I have to hang up and call the Anywhere Advisors phone number?
A: You can press “0” if you are in Keypad mode or, if you are in Speech Recognition mode, say “Operator” and you will be transferred to our Anywhere Advisors.
Note: During normal business hours, an Anywhere Advisor will be available to assist you. If it is after business hours, you will receive the Credit Union’s business hours and contact information.
Q: What does it mean when I call Access 24 and the system tells me my password has expired?
A: This means you have not yet changed your password from the original one (last four digits of your Social Security number). If you have changed your password several times and have reverted back to using the last four digits of your Social Security number, the service will recognize this by saying “the password has expired” and ask you to change it for security reasons. Simply follow the prompts to change your password.
Q: What happens when I enter the wrong password?
A: When you enter a wrong password three times, you will be transferred to a Member Service Representative during regular business hours. If this happens after regular business hours, the system will say “Good-bye” and end the call.
Q: Is it OK to hang up after I have the information I need or do I have to complete a transaction?
A: At any time you can disconnect the call by hanging up the phone, saying “Goodbye” in Speech Recognition mode or by pressing the star “*” key while in Telephone Keypad mode.
Q: How do I access my Money Market Account?
A: When you are first prompted for Checking or Savings, say “Checking” or press “1” for Accounts on your Keypad. That command will take you to your Money Market Account.
