International 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 Global Pay.

Go to 'Manage Orders' and select 'Orders.' Click on the arrow next to 'Search' to expand the search options. Enter the member number next to 'User ID.' You can also use other search options to familiarize yourself with the payment application lookup.

When you have located the application, click on the two arrows next to 'Payment ID' to open the application.

Click on View Order Details to open the international wire application.

A new tab will open the international wire application. In the rectangles below, you will find the values needed to verify the wire application.

• Amount and Currency
• Reason for Payment
• Beneficiary Name
• Beneficiary Bank

When you have completed the verification, fill out the International 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.