Online Registration
What KD article do you use to help a member with online registration?
PRO25336
Establishing, Managing, and Recovering Online Credentials
What KD article would you use to help a member with a Power of Attorney?
PRO25290
What KD article would you use to see if the member could switch their product from one to another?
PRO19412
What KD article would you use to understand more about the Your Offers Tool?
PRO25302
Where can I learn more about the Cashback Rewards Checking account?
PRO31214
Can an MSR give out the online ID?
No, per KD the member would have to utilize self service options to retrieve the online ID.
What product type will change automatically when the primary account holder turns 18?
Youth Spending & Youth Savings acconts
I bring up a credit card during my conversation with the member. They are interested but I didn't complete the application on the call. How do I track their response in the conversation plan?
Per PRO25302, I would track the offer as a maybe.
When discussing rewards, what disclosure must be stated?
Per PRO31214, USAA Cashback Rewards Checking provides a 10ยข cash reward with each qualified debit card purchase.
Member is High Risk Authenticated, can the msr provide the member with a temporary password?
No. Per PRO25336, the member must be high risk plus authenticated.
My member is deploying tomorrow and he's calling about sending in a POA form. What expectations can I set with him for turn around times?
The POA will process in 5-7 business days. If member submits a rush request, the POA will be processed in 2-4 hours. **If received before 1:30 CST M-F.**
My member has a USAA Savings account with $100,000 in it. Can I convert the USAA Savings account to a Performance First Savings account?
Per PRO19412, no you cannot change the account type. You can offer to open a new account for the member.
I bring up the member portal and there is a yellow offer. What does this mean?
Per PRO25302, this is a CEO Override offer and the member needs to know this immediately.
Why is being compliant with UDAAP so important when discussing the USAA Cashback Rewards Checking account?
Per PRO31214, It is a requirement to give the member clear and exact details of the rewards checking product that is being discussed.
I'm speaking to a new member. They do not plan on enrolling for usaa.com but I give them temporary credentials anyways. Will this impact the member when they call in?
Yes, per PRo25339, temporary credentials will impact the member's ability to complete authentication.
What CIP elements must be on file for every POA?
Name, Date of Birth, Physical Address, ID number
My member makes a lot of debit card purchases and not a lot of ATM withdrawals. They have a Classic Checking account. Can I change it to a Cashback Rewards Checking account?
Per PRO19412, yes you can convert the Classic Checking account to a Cashback Rewards Checking account.
My member indicated they were experiencing a life event. I track the life event and there is a pink offer and a blue offer for the same product. I extend the product to the member. Which offer color do I track it under?
Per PRO25302, I would track it under the pink offer.
Can I process a member's rewards redemption into their USAA savings account?
Per PRO31214, yes I can process the rewards redemption into their USAA Savings account.
My member is getting an error when they are registering for usaa.com. They have a primary mobile phone number and mailing address on file with us but nothing else. What should I do?
My member states they are POA for another member. I access their portal but do not see the green POA icon. It states the POA is pending. Can I tell the POA the member's account is in credits only status?
Per PRO25290, you cannot allow any actions with this type of POA.
No. Per PRO19412, there is a 90 day waiting period before the member can convert the account to the Classic Checking account.
Per PRO25302, review any offers with cues, clues, and triggers presented in the profile throughout the conversation with the member.
My member is interested in opening a Cashback Rewards Checking account. I tell him that he will earn .10 on every purchase. Am I being compliant?
Per PRO31214, no you are not being compliant and are in violation of UDAAP because the reward is only earned on qualifying purchases.