Preparing for peak season

With refund season about to hit full swing, we know you’re working hard serving your students, and we’re here to help. We’ve created this Disbursements Admin Support Bulletin with key reminders and tips to help guide you through a successful refund season.

1.    Get refund ready!

•      We have various tools that help ease the burden of staying up to date with any changes about our disbursements program. By utilizing the tools below, you no longer need to maintain your own materials and websites:

Educational materials

•      Download materials from our online storefront to help educate students about their choices and the disbursements process through emails, brochures, handouts and posters. Share with offices across campus such as Orientation, Student Affairs, Financial Aid, and the Bursar’s Office so they are equipped to handle student questions.

Website

•      Simply remove all of the current information pertaining to our disbursements program from your website and link to https://disbursements.bmtx.com/refundchoices/ link we provide that includes all necessary Department of Education disclosures.

2.    Disbursements Admin Support Contact

The Admin Support line provides exclusive one-on-one service to our administrators throughout the peak season. We would like to remind you that our contact number and email are not to be provided to students to contact us directly.

Students that call the Admin Support line will be transferred to Customer Care.

Admin support contact information

We look forward to helping you with all of your needs. Here’s how to get in touch with us:

•      ClientSupport@firstcarolinabank.com

•      Contact Us link on www.bankmobileadminsupport.com

•      1-866-663-2228

3.    Student assistance

Students can contact our Customer Care team by:

•       Locating the number on the back of their card

•       Calling 1-877-327-9515

•       Visiting https://vibe.bmtx.com/- contact-us

If a student is in your office and requires help, we ask that they contact our Customer Care team directly. An agent will be required to verify the student’s account credentials to be able to further assist them. For the privacy of their account, the account information we’re able to disclose as an Admin is limited.

4.    Be prepared to help answer student’s questions about what the optional BankMobile Checking Account offers, including:

•         Fee-free access to over 55,000 Allpoint® ATMs (ATM availability varies by location)

•         Built-in money management tools

•         Encourage students to compare checking account options using our interactive comparison tool -vibe.bmtx.com/compare

5.    Where is my refund?

Here is key information about the timing of the refund process when helping answer student’s questions pertaining to “Where’s My Refund?”:

•         School sends the student refund information to BM Technologies, Inc.

•         School requests the money to be sent from their bank

•         Funds filter through the Federal Reserve Bank to be processed at BM Technologies, Inc.

•         Once student information and money match up and the funds processed per the student’s Refund Selection preference

•         Student will receive an email and text message (if mobile alerts are enabled)

•         Refund is complete!

6.    Streamlining the file and wire process

•         Files should be imported before wires are sent

•         Wires received without a matching file will be returned if a file is not received within an hour of the wire’s arrival

•         Be sure to send the exact dollar amount (indicated in the file header) to match each refund file.We are happy to work with you on unavoidable exceptions; however, please keep these policies in mind:

•         Disbursements is not able to return overages once a file is approved with mismatched funds

•         Files and wires that match exactly will be automatically approved - to avoid errors, please be sure to review your refund file before submitting

•         Discrepancies in your clearing account will prevent files from being automatically approved until the discrepancy is resolved

•         Files should be transmitted from uploads.bankmobileadminsupport.com

•         If your IP address has changed ClientSupport@firstcarolinabank.com IP added to our list of verified IP addresses

7.    Submitting Customer Identification Program (CIP) documents:

Please do not email CIP verification documents. Uploading through our FAQs link is the safest way to send sensitive documentation and ensure the security of the information being sent

•         Confirm that the documents are on the list of Accepted CIP Documents

•         Review the expiration date to make sure the document is not expired

•         Make sure that the student’s name, birth date, and Social Security number match the information they entered during account setup

•         All Social Security cards must be signed by the person whose name is on the card

•         Review the image quality to make sure the document is visible

•         For more helpful information regarding CIP, refer to our Quick Guide