Support Department Guide
What must be done before transferring a member to a direct transfer support department?
What is you must advise that there will be a wait to speak with a representative, provide the timeframe, and give the extension and hours of operation to the member
Name 4 ways members can get funds into DCU
What is Speedpay, Pay a Person, Online and Mobile Deposit, ACH, or Wire Transfer
International wires sent in USD costs $__.
What is 50?
True or false: the longer the search prompt is in Knowledge Base the better the result will be
What is false
Click on THIS to pull up the financial platform
Blue hyperlink under available/balance
True or False: The Visa Specialized extension can be provided to members.
What is false
Checks deposited online must include this endorsement on the back of the check
What is Signature and for mobile deposit deposit/for online deposit/for deposit only @ DCU.org
Balance transfers are considered ____ on the statement?
What is a cash advance?
How do you favorite an article in Knowledge Base?
What is click on the star in the top right-hand corner where it will be saved under Favourite Articles
You'll find plastic cards in this section of XP
What is services?
What is the difference between a warm transfer and no transfer?
What is a warm transfer needs to be introduced to the corresponding agent or team leader before the call can be transferred whereas with no transfer the information must be provided to the member directly
What is free?
What is the weekly transaction limit for an existing member through Pay a Person?
What is $3,500.00
Before reaching out to a support department or the team leader hunt group how long should you search in Knowledge Base?
3 - 4 minutes
Press this key to copy what was typed in the left column in financial platform.
What is R?
What is the Business Support and IS Extension?
Business Support: 4000
IS: 9033
True or False: checks can be deleted once they have been accepted and processed through mobile deposit?
What is false?
Checks sent with bill payer could take this many business days to arrived.
What is 10?
What do you do if Knowledge Base isn't working?
If direct deposit is set up, the icon is this color.
What is green?
What do you do if someone asks to speak to the legal department?
What is call the Team Leader Hunt Group immediately
When receiving a wire, DCU will hold the funds for __ days.
What is 0?
Co-Op shared branch limit for cash withdrawals is ___.
What is $10,000?
What do you do if the information you need isn't in Knowledge Base?
Name something that can be found in Individual Contacts