Services FAQ

Learn more about the great tools and account functions available to you. Click any section for questions and answers. Still need help? Send us a message.

Express Pay

What is Express Pay?

Express Pay allows you to make same-day loan payments or deposits to your Cornerstone accounts using accounts at other financial institutions. Acceptable forms of payment are Mastercard, Discover Card, Non-CFCU debit card, or ACH using your checking account number. VISA and American Express credit cards are not eligible.

How much does it cost to use Express Pay?

The cost per payment/deposit is $9.95. This amount is charged to the card or checking account that you select as your form of payment. You must agree to this fee at the end of the Express Pay transaction in order for the payment/deposit to be completed.

How do I get started using Express Pay?

Access Express Pay from our website. At the login screen, use the Express Pay button to make a one-time payment. This option requires your 7-digit CFCU account number that begins with a 5, a valid email address, and the last 4 digits of your Social Security Number. Or, register to create an Express Pay account that can be quickly accessed to make onetime or recurring payments. This option requires your 7-digit CFCU account number that begins with a 5, a valid email address, the last 4 digits of your Social Security Number, and your date of birth.

How do I navigate the web site to make my payment/deposit?

Once your account has been validated, simply click the "Pay Now" button of the loan or share that you would like to pay/deposit and select either the card option (for credit or debit cards) or the bank account option (for checking accounts). Enter the required information and the amount to pay. The amount to pay field for a loan displays your loan payment amount but this amount may be edited. (For loan payoffs, you should call CFCU to obtain accurate payoff information.) Click the "Next" button and verify the total payment which includes the $9.95 fee. Check the box next to "I Agree" which authorizes the payment and click on the "Submit Payment" button. You will receive an email recap of your transaction.

When will my Express Pay payment/deposit post?

Express Pay transactions that are received prior to the cutoff of 8:00 PM Central Time will be posted the same day. Transactions received after the cutoff will post on the next business day.

Which Cornerstone loans are eligible for Express Pay?

All loans that are eligible for Express Pay will appear once your account is validated. Most loans with a loan payment of $1,500 or less are eligible for payments. The list includes auto and recreational vehicle loans, signature loans, advance loans, lines of credit, share loans, and Shelterline loans.*

Which Cornerstone loans are not eligible for Express Pay?

Loans with payments that exceed $1,500 are not eligible for Express Pay. Also, other loans such as credit card loans, mortgage loans, and business loans cannot be paid using Express Pay.

Which Cornerstone shares are eligible for Express Pay?

All shares that are eligible for Express Pay will appear once the account is validated. Deposits that are $1,500 or less can be made to share savings, special savings, checking, and Wealth Builder money market accounts.*

Which Cornerstone shares are not eligible for Express Pay?

Deposits that exceed $1,500 are not eligible for Express Pay. Also, accounts such as Summer Saver, Salary Distribution Plan, Christmas savings, IRA’s, share certificates, and business accounts cannot accept Express Pay deposits.

*Certain restrictions apply.


How do I make my loan payment?

You have several options available to make loan payments:

  • Automatic ACH Transfer – authorize us to debit your account at another institution automatically (contact us to set up)
  • Express Pay – pay online with any MasterCard, Discover Card, or checking account for $9.95 – see Express Pay FAQ for details
  • In Branch – use the drive-thru or night drop to pay by cash or check (find a branch)
  • Mobile Banking – transfer funds from your savings or checking one-time, and deposit funds with Remote Deposit
  • Online Banking – transfer funds from your savings or checking one-time or recurring
  • Postal Mail – send payments to Cornerstone Financial Credit Union, PO BOX 120729, Nashville, TN 37212-0729

How do I calculate the equity I can borrow on my home?

To calculate the equity in your home, we use the appraised value or purchase price, whichever is less. Depending on the type of mortgage, 80% to 85% of this value is available less your first mortgage balance.

Home Value = $100,000
80% = $80,000
Less 1st Mortgage Balance = $60,000
Available Equity = $20,000

What is a signature loan?

A signature loan is a loan for which no collateral is required. The only requirements are the signatures of the responsible parties on the loan agreement. The loan amount that applicants may qualify for is based on several different factors, such as employment history, income and credit history.

What is a collateral loan?

Collateral is when security interest (a lien) is given on property that will be held to guarantee the repayment of the loan. When a lien is taken on property, insurance is required to protect the collateral. For example, a vehicle loan will require comprehensive and collision insurance with minimum deductible requirements.

The benefit of using or offering collateral on a loan is that interest rates are lower on collateral loans as compared to signature loans.

What is a N.A.D.A. value?

N.A.D.A. is an appraisal guide for vehicles that offers market-reflective retail and trade-in values. Cornerstone uses this appraisal to determine the value of collateral being offered as security on a loan.

What types of vehicles are considered to be Recreational Vehicles?

To receive the credit union’s recreational vehicle interest rate the vehicle must be an all-terrain vehicle (ATV), boat, camper, motorcycle, motor home, personal watercraft (Jet Ski) or travel trailer.

Financing may be available on other types of vehicles with different rates of interest.

What is the difference between a joint applicant and a guarantor (co-signer)?

A joint applicant shares in the benefit of the loan and is responsible for repaying the loan.

A guarantor does not usually benefit from the proceeds of the loan and is only responsible for payment when the member does not meet their payment obligations.

How does my credit score impact my ability to receive a loan?

The credit union evaluates all information received on an application as well as the credit history of the applicant(s) to determine credit worthiness. The credit score is used to assign the interest rate and repayment terms received.

Mobile Banking

What members may use Mobile Banking?

Mobile banking is an extension of online banking. Therefore, only members who are enrolled in online banking may use mobile banking.

Is the mobile banking username/password different than the online banking username/ password?

No. They are the same. A member will use the same user id and password for both online banking and mobile banking.

Can a member change their password via mobile banking?

No. Because the mobile banking password is the same as the online banking password, the member must log into online banking and change the online banking password. By doing that, the mobile banking password is updated. Note: It is suggested that you log into online banking via PC or Mac for a more user-friendly experience when changing your password.

Why is my email address required for mobile banking?

For security purposes, when registering your mobile device you may be required to enter a verification PIN to complete the registration. This PIN will be sent to the email address we have on file for you.

Is Bill Pay available with Mobile Banking?

Yes! Bill Pay is available with CFCU Mobile Banking. Initial enrollment in Bill Pay service must be completed in Online Banking.

What is RDC?

RDC stands for Remote Deposit Capture. It is the technology that allows members to deposit checks into their accounts without having to physically go to the credit union. Checks are deposited by using their smartphone or other “smart” device such as an iPad or other tablet.

What members may use Remote Deposit Capture?

RDC is available to all members. However, RDC privileges will be removed from any member account for the following reasons: member death, member has a charged-off share or loan, member bankruptcy, or member abuses the privilege.

What devices may be used to make a remote deposit?

All Android and iOS devices with a compatible camera and CFCU Mobile Banking app installed.

Will business accounts be able to use Remote Deposit Capture?

Yes. However, the same deposit limits as “regular” members still apply. Remotely deposited checks are limited to twenty (20) per calendar day.

Once a member has deposited their daily maximum amount via RDC, can they still deposit money?

Yes. The daily maximum deposit amount is for remote deposit only. Even though a member has maxed out their RDC limit for the day, they may still deposit money into their accounts via the traditional ways – over-the-counter, drive-up, lobby, night deposit box.

I seem to be having a hard time depositing my check via mobile banking, am I doing something wrong?

Perhaps. Here are some helpful hints and facts to consider.

  • The check must have four (4) distinct corners and sides. If the check has been worn or has "dog ears", the image might not be accepted for deposit. Also, the check should be as flat as possible. If it has been folded, make sure the creases are out and that the check lies flat on a dark, non-reflective surface. If there are any "hanging chads" or if the check has a portion torn out of it, the image might not be accepted for deposit.
  • The signature on the front of the check must not obscure the pre-printed numbers along the bottom of the check. If the signature covers any portion of the routing number, account number, or check number on the bottom of the check, the image might not be accepted for deposit.
  • The numerical amount must be legible and not contain any extra or superfluous characters, otherwise the image might not be accepted for deposit.
  • Business checks, or checks that were electronically printed, oftentimes are difficult to deposit. This is because business checks tend to be physically larger than consumer checks. Also, the printed numerical amounts on the check tend to be in a smaller font as opposed to hand-written checks. For this reason, printed checks may sometimes not be accepted for deposit. Try to maintain a steady hand when taking the picture of the check. Make sure the image is as large as it can be and still have four (4) distinct corners.

How long should I keep the checks I deposit via RDC?

How long you keep your deposited checks is up to you. We suggest that you keep checks deposited via RDC at least 30 days, or until the transaction shows up on your monthly or quarterly statement. If you decide to destroy deposited checks, we recommend you exercise best practices and shred them just as you would an old, unused box of checks.

I seem to be having trouble differentiating my deposited checks from my other checks. How can I tell them apart?

Federal guidelines dictate that all members should include "For CFCU Mobile Deposit Only" on the back of the check where you have endorsed it; otherwise, it may be rejected and not credited to your account. This special endorsement helps you distinguish which checks have been deposited via mobile banking.

How much money can I deposit using Remote Deposit Capture?

Members may deposit up to $5,000 per calendar day via remote deposit.

Why does my available balance not reflect the full amount I deposited?

Only a portion of your mobile remote deposits will be immediately available to you each day (depending on your relationship with the credit union). If you do not qualify for immediate funds availability, all remote deposits will be held for five (5) business days (including the day of deposit). If you do qualify for immediate funds availability, all remote deposit amounts in excess of your immediate funds availability amount will be held for five (5) business days (including the day of deposit). Therefore, your available balance may not always reflect the total of all the RDC deposits you make that day.

How many checks can I deposit using Remote Deposit Capture?

Members may deposit up to twenty (20) checks per calendar day via RDC (subject to the maximum daily deposit limits).

Online Banking

What is Multi-factor Authentication?

Powered by the best-of-breed technology, Multi-factor Authentication protects against online fraud by providing an additional authentication "factor" beyond a username and password, providing that extra layer of protection when you log in to online banking.

How does Multi-factor Authentication work?

You will be prompted to set up this security feature when you successfully log in to online banking the first time. Once you have set up Multi-factor Authentication by giving answers to Challenge Questions, you may be asked one of those questions when you log in to your account. During set-up, you will be given the opportunity to have a unique identifier “cookie” added to your browser that would identify your computer as one you use to access your accounts. If you agree to this, each time you log in to your account from that specific computer, your online experience will be the same as it has always been. If we don’t recognize your computer – you’ve logged in from a public computer or one you haven’t used before, for example – we’ll ask you your challenge questions as an additional security precaution to prevent unauthorized access. This way you’re protected at all times, no matter which computer you use.

What is a cookie?

Cookies are small pieces of information, sent from a server, to be stored in a file on your computer. Cookies can be used for many purposes, but at our site, a cookie is used to store security information needed to maintain a secure, confidential connection to our online banking server.

Can I register for Multi-factor Authentication on more than one computer?

Yes. You can register your online banking account on more than one computer. If you are using a computer that is accessed by numerous users (i.e. at a library), we recommend that you do not register your account on that computer. That is, do not click "Yes" at the REMEMBER COMPUTER? prompt.

What happens if someone compromises my online banking password? How will Multi-factor Authentication prevent them from accessing my Cornerstone accounts?

If someone tries to log on to your online banking account from a computer that you did not register for Multi-factor Authentication, they will be challenged to answer your Challenge Questions. Since they will not be able to answer the question correctly, they will not be able to log on. If you believe your login credentials have been compromised, you may change your username and/or password by logging into your online banking account. Click on the PROFILE tab, then click on the MORE DETAILS link in the SIGN IN INFO section.

Can I change my Challenge Questions in the future?

Yes, you will have the option to change your questions/answers by signing into your personal online banking account. Click on the PROFILE tab, then click on the MORE DETAILS link in the SIGN IN INFO section.

What happens if I can’t remember my challenge questions when I’m being prompted at a computer that I have not registered?

If you have forgotten the answers to your MFA Challenge Questions, give us a call at (615) 380-1416 or (800) 342-2316, 8:30am to 5:00pm Monday through Friday. We will reset your account so that you may register for Online Banking again.

Can I remove device registration so that MFA Challenge Questions are required?

Yes, you can remove device registration by clearing the cache of the internet browser you are using to access online banking.

What happens if I delete my cookies in my browser?

In most instances, your experience will not change. On some computers, though, you may be forced to re-register a computer with your MFA Challenge Questions.

Wire Transfers

Incoming Wire Transfer Instructions

Volunteer Corporate Credit Union
2460 Atrium Way
Nashville, TN 37214
ABA Routing Number 264182395

Cornerstone Financial Credit Union
1701 21st Ave South
Nashville, TN 37212
ABA Routing Number 264080811

Member Name _________________
Account Number _______________

Please refer to our Service Fees for information on Wire Transfer fees. Download the Wire Transfer Instructions form.