Verification
Script referenced when a call appears to not have anyone on the other end.
What is a ghost script?
KB 9,797
It is important to do this to get all information to assist the mbr
What is probing
Card limit increase will revert back
What is 11 pm est?
T or F
Courtesy pay is not available with the spend safe checking account
True
What fee is charged when a member is calling to pay a personal loan or a car loan from an external account over the phone?
What is a $8 convenience fee?
Verification for when a member provides their mortgage #
What is full name, dob, & last 4 of ssn?
KB 9,679
When calling a member back, if he/she does not answer, it’s okay to leave information pertaining to the members account or previous call on their personal voicemail.
false
If a member is talking and you speak over them WITHOUT apologizing
What is interrupting?
KB 8,605
T or F
Visa charges a 2% foreign transaction fee for all purchases made outside of the US
False
Fee applied on the 10th day after a 9-day grace period
What is a $25 visa late fee?
# of questions required if mbr provided the following
When receiving a warm transfer from a Delta Community employee, you should?
What is
Agent should close the call by
What is offering further assistance and thanks the non-member/member for calling Delta Community Credit Union or Delta Community?
T or F
If members are successfully verified on one account we don't need to re-verify them (includes personal and business accounts)
True
You will be charged this fee for each withdrawal transaction made at a non-Delta Community or COOP network ATM, regardless of whether they occur within a single or multiple ATM session.
What is a Non-Network ATM Fee? $2
This is sometimes a pop up or an account note that will appear in symitar or msp. If a member does not provide it, or if they get it incorrect you will have to fail their verification.
What is a verbal password?
Payment type and acct# should be changed before submitting loan payment.
What is 1st mortgage payment?
To effectively guide a call, these 2 things should be done on every call to consider member's time and provide correct information
What is accessing the account and use kb?
T or F
Mobile deposits that are deposited after 2 p.m. get a hold release up to $500 same day
False
Acct is accessed a $25 fee for a card transaction but is not enrolled in CP or CPP
What is a recurring/autopay transaction?
KB article referenced when verifying mbr through symitar and locations of mbr's information
What is KB 9679
image retrieval, acct tree
How would you word your response if a member ask an account specific question when verifying and not yet fully verified?
I am more than happy to assist you with your account inquiry, but for me to provide that information I would have to fully verify you.
The proper procedure when waiving fees
What is providing the mbr with the new balance, educating the member on how to avoid fees moving fwd
T or F
Run VAU.SERVICE before creating/ordering a new card.
True
Mbr is enrolled in CP and has a negative balance but no CP fee was assessed
What is a debit card w/d having an available balance at authorization and a negative balance at posting?
What is a debit card withdrawal having both a negative available balance at authorization and a negative available balance at posting, in order for a Courtesy Pay fee to be assessed for the withdrawal?