Ticket Routing

Digital Services

ACH - Issues/inquiries regarding member's ACH transactions. Primary Agent: Nathan Shaheen

ATM Issues - For reporting ATM issues or ATM inquiries. Primary Agent: Monique Young

Cash Shipment - For placing branch cash orders. Primary Agent: Monique Young

Collections - For issues with delinquent accounts, collections requests, etc. Primary Agent: Anabela Grenier

IRA Request - For submitting member IRA requests. Primary Agent: Monique Young

Member Fraud/Dispute - For submitting member fraudulent or disputed transaction cases. Primary Agent: Monique Young

Merit Pay/Reinstate/Restrictions - For submitting Merit Pay reinstatement or restrictions requests. Primary Agent: Monique Young

Wires - For submitting member wire transfer requests. Primary Agent: Nathan Shaheen

Digital Services Request - For all other Operations requests outside of the established categories. Primary Agent: Nathan Shaheen

Member Service

Contact Center Request - Submit requests for Travel Notifications, Apple/Samsung/Google Pay Activation, Online Banking account maintenance, or general Contact Center requests. Primary Agent: Jeremy Zelaya-Barnett

Member Service Issues - Submit requests for any issues with member accounts, teller transactions, balancing issues, or other Member Service inquiries. Primary Agent: Dawn Theroux

Membership Referral - For submitting membership referral information. Primary Agent: Jeremy Zelaya-Barnett

Lending

Loan Inquiry - Submit any inquiries from members regarding loans they have or are applying for. Primary Agent: Hermes Guzman

Loan Servicing - Submit requests for maintenance on a loan. Primary Agent: Kim Nelson

Info Systems

Information Technology (IT) - For submitting any issues with your PC hardware or software. Primary Agent: Ashton Sopher

Password Reset - For submitting any requests to have an account unlocked or password reset. Primary Agent: Ashton Sopher

Key or Fob Request - For submitting any requests regarding changing keys or entry fobs. For manager use only. Primary Agent: Ashton Sopher

Change Request - For submitting system change requests (department head use only). Primary Agent: Nathaniel Noah

Digital Banking Issues - For reporting any digital banking system issues. Primary Agent: Nathaniel Noah

MeridianLink Issues - For reporting any issues with the MeridianLink system. Primary Agent: Nathaniel Noah

SharePoint - For management use only, submit any requests to update the PVCU SharePoint. Primary Agent: Ashton Sopher

Onboarding / Offboarding - For submitting onboarding or offboarding forms. Primary Agent: Nathaniel Noah

Accounting/Facilities

Accounting/Invoices/Cash Outage - Submit requests pertinent to the Accounting Department. Primary Agent: Sydney Oliver

Facilities Maintenance - For submitting any facilities requests. Primary Agent: Lynn Moran

Supply Order - For submitting order requests for regular branch/office supplies. For manager use only. Primary Agent: Lynn Moran

Compliance

Compliance - Account Re-open requests, Account Restriction inquiries, Vendor related communications, Fraud Alerts, BSA/AML/OFAC inquiries, NMLS related inquiries, suspicious activity referrals. Primary Agent: Matt Audette