How to update member account information

Follow these steps to make updates to a member's account information:

• Verify Member Identity

  Before making any updates:

  • Authenticate the member using your credit union’s standard verification procedures

  • Ensure the request is coming from the primary member or authorized account holder

  For joint owners, only their own information can be updated unless full permission is granted.

• Determine the Type of Update Requested

  Type of Information	Examples
  Contact Info	Phone number, email address
  Mailing or Physical Address	Change of residence or mailing location
  Name Change	Due to marriage, divorce, legal name change
  Employer or Income Info	For lending or BSA compliance updates
  ID or SSN Update	Updated ID on file, corrected SSN or TIN

• Collect Required Documentation

  Always follow your CIP, BSA, and recordkeeping policies when accepting updated information.

  Update Type	Required Documents
  Address change	May require proof of address (e.g., utility bill, lease) if ID is not updated
  Name change	Legal document (e.g., marriage certificate, court order, divorce decree)
  SSN/TIN update	Valid Social Security card or IRS-issued document
  ID update	New valid government-issued photo ID
  Email/phone	Verbal or written request may be sufficient (based on policy)

• Update the Information in the Core System

  1. Access the member’s profile

  2. Update the relevant fields (address, phone, name, etc.)

  3. Ensure all linked accounts, services (e.g., debit cards, statements, online banking), and loan profiles are updated

  4. If updating legal name or SSN, ensure records match across credit reporting, ID verification, and tax reporting systems

• Document the Change

  1. Scan and attach all supporting documentation to the member’s profile

  2. Add detailed notes, including:

     1. What was updated

     2. Why (if relevant)

     3. Date of change

     4. Staff initials or ID

  3. For address changes, note if mail forwarding is needed or if there’s a shared household

• Provide Confirmation (if applicable)

  1. Offer to provide a confirmation receipt or summary

  2. Advise the member:

     1. Statements and communications will now reflect the updated info

     2. To update contact info in online banking or Bill Pay, if needed

     3. That name changes may take time to reflect in all linked systems (e.g., debit cards)