PEV
What's the On Demand code to check the PEV transactions?
GRADAA116OLR
If client is unable to enter their customized telephone banking access code in the automated IVR system, what would you do?
Ask the client if they are using Bluetooth, if yes, advise them to turn it off and try again.
Which procedure would you used when viewing electronic images of MICR encoded items that clear a client’s account or ATM envelope content?
IRIS - Image Tracing Procedure
http://ppl-so.fg.rbc.com/GetDocument.aspx?uid=39462&redirect=true#purpose
When asking a question around a credit card product, What system can you confirm the answer in?
TS2
When is the most appropriate time to open the MBA tool?
At the beginning of every shift.
In the online banking, under the PEV Platform, how many days clients can view the payment history report for their transactions?
120 days
Online banking is suspended, who is the home of best fit to resolve this?
Connect client to CIC Privacy ATO Debit and Credit
We search PEV transaction by using the transit and account number?
True or False
False we need to use the client SRF.
We confirm the response to the role question in Business Authorities in Sales Platform.
True or False
False
The response to be confirmed on the most recent signature card / MCA.
You determine the client is not digitized and there is no O&O for MCA digitization on Sales Platform, what would you do?
Once the immediate need is resolved, discuss the benefits of digitizing the MCA with the client.
You have a question about something to do with PEV, you can't find a procedure to help, what would you do?
Refer to SDA SharePoint or call SDA.
Client's personal and business profiles are not linked, what would you do?
Ask the client to sign in to their personal OLB to link their account and follow the procedure to guide them.
Fraud noted the account “Branch Support only”. It's okay to connect the client to Fraud, they will take ownership.
True or False
False
Refer the client to the Branch for assistance.
Before asking the client the identification questions, we simply say, "do you mind if I ask you some questions".
True or False
False
As per step 2 we read the mandatory scripting
“Protecting our client’s privacy is a priority for RBC. Before I continue, I would like to ask you some security questions in order to make sure I am speaking with the right client.”
When completing MCA digitization all parties need to be present.
True or False
False
All parties must sign electronically within 30 days.