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Which account allows clients to avoid the monthly maintenance fee (MMF) if they are under the age of 25?
Bank of America Advantage SafeBalance
What is the name of the Solution Center path that would help you identify what requests you can assist with on the alternative product?
Deposit and Credit Card Inquiries Job Aid
Does a client need to meet all qualifiers to have the monthly maintenance fee waived? Yes or No
No, client has to meet at least one minimum requirement
Which accounts settings has no overdraft service?
Bank of America Advantage SafeBalance & Advantage Savings
Which BofA Rewards tiers include Fraud and Identity Monitoring benefits?
All tiers
What is the highest access level of an online ID?
Maintenance
What are the BofA Rewards tiers, from lowest to highest?
Member, Preferred Plus, Preferred Honors, and Premier
True or false
You are discussing fees with a client and mention BofA Rewards as one of the available payment options. The client does not ask follow-up questions or express interest in becoming a member. However, based on your assessment, you believe joining BofA Rewards would benefit the client. In this situation, it is appropriate to proceed with the approved BofA Rewards talking points.
False
Identify the approved talking points that can be shared with non-enrolled clients only after the client initiates the conversation.
- You can get more benefits and rewards on your everyday banking
-There is no fee to participate in the program.
What are the situations in which an authorization code would be needed?
•Certain Zelle® payments
•Forgotten user ID / password
•Locked password
•New debit card or credit card order
•Debit card unlock
•Bank account linking to a third-party website or mobile application (app)
How far back can a client see of an image of a check?
•Image Statement Job Aid: 18 months
How far back can a client access statement copies?
Statements & Documents in Mobile and Online Banking Job Aid: 6 years are instantly available through self-service (7 years maximum).
What is the check number limit?
Personal — 4 digits; small business — 6 digits
When are funds normally available to client if there is not a hold?
9:00 am local time where account is domiciled - Next business day
Do clients always get some funds available when there is a hold? (Even for accounts opened less than a month)
No, clients with account less than 31 days since opening will get $0 immediately available
A client shares that they made a $50.00 cash deposit with a teller at a financial center yesterday. Upon signing into the mobile app this morning, they noticed that the deposit is not showing in their account. What should you advise the client?
The client should be referred back to the Financial Center (all cash deposits need to be referred back to the Financial Center)
A client reports that they recently had an issue with a gym membership that continues to be debited from their checking account through an ACH even though they canceled their contract. Upon signing into online banking this morning, they noticed that another membership payment posted overnight, and they want to know if you can remove it from their account
Is this a posting or encoding error?
This is not a posting or encoding error, we need to follow the process to file a Billing Dispute.
Locking a card will prevent all charges from posting to an account?
False
A client is calling in because they signed up for a free trial with a streaming service without realizing that the free trial signed them up for automatic renewals. They did not notice the charges for several months before canceling the service, and now they are calling to try and get a refund.
What type of claim do you think this is?
Billing dispute (non fraud)
What type of billing dispute is this?
Heidi purchased a designer bag from an online merchant that advertised it as a gently used authentic bag. When the strap broke, she took it into a local retail store for that brand to have it repaired. She was advised immediately that the bag is not authentic.
Problem With Merchandise or Service Received
What type of billing dispute is this?
Natasha decided to remodel her kitchen. Her first project was to update the backsplash under her cabinets, so she went to Dence Industries to look for new backsplash designs. She found a grey marble design that she liked, but the store associate advised that they only had a small quantity in stock.
As a result, she purchased what was there, and the associate ordered the additional pieces online. When Natasha received her order, the backsplash was brown marble instead of grey marble. She immediately checked her receipt, and it confirmed that the order was for grey marble.
Problem With Merchandise or Service Ordered
{Pay and Transfer}
If a client asked to make 3 or 4 payments (from and to same account), could you complete for the client?
No, max 2 payments for same call from and to same account (point out in Make a Payment or Funds Transfer and navigate to Make additional Payments on the left, expand more than 2 payments)
What is the Phone number of our Existing Fraud Claims Department?
1.877.366.1121
What is the zelle limit for a client enrolled in zelle less that 60 days?
The initial daily limit is $500 (consumer) and $2,000 (small business) and it will gradually increase through the client’s first 60 calendar days
What does it mean when a zelle transaction status shows as "Pending - Fraud Hold"? (not incoming transfer)
Tell the client: