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Tools & Resources

Section 2

Telephone Initiated Wires (VRU with PIN)


Telephone initiation of wires through the Voice Response Unit (VRU) is ideal for your lower volumes or infrequent wire needs. Work with your Treasury Services Payments Advisor to define company users, set limits and to receive unique PINs needed for wire initiation. Complete instructions arrive with the PIN.

Active wire clients can initiate wires by calling the Wire Department VRU from 8:00 a.m. to 5:30 p.m. ET. Be sure to allow time for a callback, if necessary.

The VRU will request and validate the user’s unique PIN and account information. After touchtone authentication has occurred, if needed, users will be connected to a wire transfer representative to complete the transaction.

Repeats release immediately. Call-backs occur on all non-repetitive wires unless you have waived the call-back process (not recommended).

Call-Back Options are set at the Account level. The default is to receive a callback on all non-repetitive wires. Contact your Treasury Services Payments Advisor to set up your users and to define the call-back option:

  • Callback – The wire department calls the telephone number provided by the client and the additional Authorized Representative is asked to verify all non-repeat wires. (Repeat wires do not require a callback)
  • Callback with PIN – The Authorized Representative is required to provide a PIN
    • Callback contact cannot be the initiator
    • PIN used to initiate wire cannot be used again to release the wire
  • Only one PIN can be issued per user
  • Callback with Dollar Limit – Optional service where secondary callbacks will be initiated for wires at or above a client specified dollar limit
  • Callback with PIN and Dollar limit – combining the two above options
  • Waiver of callback is an option on the Wire Payment Authorization form, but is not a best practice and is no recommended.

    Inquiries, questions about agreements, PINS, repeats, Standing Transfer Orders (STO), and open Investigations can be directed to this phone number. Select the option that fits your need.

    If you use Key Total Treasury or batch wire initiation, you should maintain VRU credentials for back up or disaster recovery purposes. It is suggested that batch wire clients also maintain credentials for using Key Total Treasury to be in used in emergency situations.