Verification
What should you do before verifying a member?
Pull the proper script
Mr. Thomas calls and says that he needs to transfer some money.
Is this transfer within the same account? Is this transfer to a different account? Are you listed on both of the accounts?
Ashley Parker is calling to see if there are any pending transactions on her account.
Pending, transactions, inquiry
Provide ownership for the following: Samantha is calling to check her balance.
"I would be happy to assist you with your account balance today."
How many times can we verify a member?
1.
When can you re-verify a member?
If the member requests it. (Unless it is for Co-Op)
Are you the primary on the account?
Ms. Smith has lost her purse. She needs to stop payment on a couple of checks before someone attempts to cash one.
Stop payment, check, lost, wallet/purse stolen
What are some ways to avoid dead air?
Build Rapport. Set the expectation, "One moment while I.."
What is the transfer limit for Co-Op?
$2,500
T/F : There will be times when we only have to verify a member with their name and member/account number.
False
Member calls and wants to dispute a transaction.
Was the transaction made with a debit/credit card? Was the transaction made with the account number/routing number? Why are we disputing this charge today?
John cannot access his online account.
Home banking, Password Reset, Unlock
"Thank you for your patience."
Can a member transfer to an account they are not listed on?
No. Member must be on both accounts.
What do you do if the member provides more than one answer to a question?
"I do apologize, but can you please provide with me one definite answer."
Member calls in and states that their card is blocked.
Is the card declining? Is this a credit or debit card? Have you spoken with the fraud department?
You have said your greeting and it appears no one is on the line.
No Audio.
If the member is speaking, we are supposed to..
Yield and use active listening.
If the verification script states, "Password or MMN," How do we read it?
"May I have your Password or MMN."
What does Fail to Pass mean?
Fail to pass is failing the account warnings to pull up additional verification questions.
"I'm locked out"
Are you locked out of the home/mobile/telephone banking? Do you have access to your username and password? Have you tried the self service options?
Member would like to have a fee from the credit union returned.
Fee, reverse, Schedule
Provide ownership, empathy, and dead air for this scenario. I would like to make the last payment on my auto loan.
Congratulations on making your final payment! I would be happy to assist you with making that payment today. It will be one moment while I locate some of our payment options.
If the member's name is different on the second account, how many additional questions will you ask during verification?