Domestic Wire Verification Process - Call Back Verification

When a member calls back to verify a wire transfer of $10,000 or more, the Contact Center Associate should verify the member's identity, wire details, gather additional information about the beneficiary, and inform the Payments Department that the wire is ready to process.

To obtain the wire details, the Contact Center Associate will need to access Digital Insight. Go to 'Administration' and select 'Dashboard.' Select from the list "Wires Queue".

Locate the wire transfer by sorting or filtering by name or amount, or simply find the domestic wire transfer in the list. 

Once located, click on the member's name, which is a hyperlink to open the domestic wire application. In the rectangles below, you will find the values needed to verify the wire application.

• Amount and Currency
• Beneficiary Name
• Beneficiary Bank
• The Reason for Payment can be found where the three purple arrows are pointing.

When you have completed the verification, fill out the Domestic Wire Verification Form located under 'Forms' in OnBase.

Add a note in the Contact History within the member profile to record your interaction with the member and wire verification. 

Send a message in the Wire Verification Group Chat in Microsoft Teams to notify the payment department that the application is ready for processing.