Hi All,
Ironically we were just talking about submitting  similar questions regarding the processing of wires. We currently average about 70-80 wires a day (outgoing & incoming)
We use Direct Line Wires. We currently have 3 people working these and adding 1 or 2 more in next few weeks. This is not a dedicated WIRE team though as they also do account  document verification and other operations duties as well. I am looking to collaborate with others to find what works for each of you and how we can better streamline the process.
Our current wire process is outlined below.

  *   We offer in person wires at the branches, branches have input ability only, they cannot initiate
  *   We have wire authorization agreements in place for some customers where they can call, email or fax wire instructions and the branch call backs to verify the identity of the person allowed to approve the wire. When the authorization agreement is taken, a unique code word is obtained for each individual.
  *   If the wire authorization is not in place, and the form is sent to customer for signature, we verify the signature to that on file and do the call back also
  *   We offer online wires to our cash management customers and have call back verifications in place to the person the company specifies
  *   Our Deposit ops staff reviews the forms and system for accuracy before sending the wires
Thanks in advance to anyone that offers suggestions. I am also available for further discussion if anyone would like to contact me.

Thanks,

Kelly Watkins CISP
AVP  Deposit Operations Supervisor

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From: Porter, Heather - hlporter at grbbank.com (via silverlake list) <xxxxxx@marug.simplelists.com>
Sent: Friday, May 31, 2024 12:34 PM
To: xxxxxx@marug.simplelists.com
Subject: RE: SilverLake MA-RUG Question for the Group/Wire Call Back

[EXTERNAL] This email originated from outside of FCCB. DO NOT CLICK on links or open attachments unless you recognize the sender and know the content is safe:
We are looking at our processes around wires now so it would be great to generate some discussion around this topic.  I’ll outline what we currently do and what we are considering:

                -We have in person branch wires (customers only, must show ID)
                -“Remote” wires, customer completes and signs a form.  We do a callback to a second person listed on an on-file wire agreement to verify the transaction.
                -Online wires- wires are submitted via Treasury Management under dual control on the customer’s end, we do not do call backs on these wires.

From a security standpoint, we are having more trouble getting comfortable with the remote wires option and authenticating customers.  While we do “require” two people to initiate a wire, we have exceptions that wires can be initiated by one person, and we don’t have a great way to authenticate them now (we really want to get away from ssn/dob).  We are looking at companies like Pindrop and Salesforce to help with some type of out of band authentication.

Is anyone allowing people to wire online from personal accounts?

Heather Porter
GVP, Director of Project Management

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Genesee Regional Bank
1850 South Winton Road
Rochester, NY 14618

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From: Huma McGhee - hmcghee at hab.bank (via silverlake list) <xxxxxx@marug.simplelists.com<mailto:xxxxxx@marug.simplelists.com>>
Sent: Friday, May 31, 2024 12:20 PM
To: xxxxxx@marug.simplelists.com<mailto:xxxxxx@marug.simplelists.com>
Subject: SilverLake MA-RUG Question for the Group/Wire Call Back

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Hi All,

I hope all is well.

I will appreciate if you can help me with the following:

We offer two types of wires:

1- Manual Wire Request - We receive a form from our customers, we call back to confirm and manually input these wires for processing.

2- e-Wires - Customers input these wires through a secured portal with MFA and transmits the wires to the bank system and we call them back to confirm these wires.
·  How are other banks handling callbacks?
·  Is there a threshold for call back or it is done regardless of the amounts?
·  Do they call for manual wires and e-wires both?
I will appreciate your help.

Regards,

Huma E. McGhee, AAP, APRP, NCP
Head of Deposit Operations Division

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