Probing questions
A member calls in saying that they are having trouble with their debit card, but their access number and SSN do not pull accounts. What questions do you ask?
What color is the card? What is the full debit card number? Does Navy Federal's logo appear anywhere on the card? What kind of accounts do you have with us? Are you attempting to reach Navy Federal Credit Union?
Xander Hamill calls to request a stop payment on check 776 to Federalist Company. He does not remember the exact amount of the check. Are you able to process this stop payment for Mr. Hamill, and if so, how?
Yes, Place $1.00 in the amount field.
Petra Parker calls in requesting a balance on her account. Looking at her profile, you notice that she has multiple accounts. How do you proceed?
Ask "For which account would you like your balance?" "What is the last 3 of the account number?"
On which types of items can a member request to place a stop payment?
A member calls in stating they would like to make a transfer to another NFCU member's account. What questions can you ask to set up this transfer?
Have you made a transfer to this account before? What is the member's name? Do you have their access or account number? How much would you like to transfer?
Captain Vespucci requests to place a stop payment on an ACH debit from Sea Serpent Water and Power. There is no payment history for this company in the member's account. How do you proceed?
Process an 888 stop payment
Mrs. Sally Mae calls in concerned she may have fraud on her debit card. What are some questions you could ask the member to determine if the card has been compromised?
What was the date and amount of your last purchase? Do you have the card in your possession? Are you familiar with this company? Have you tried any free trials lately? Has any other personal information been lost or compromised?
What is the fee amount for a stop payment on a single item? On a range of checks?
$20.00 on a single item. $25.00 on a range of checks.
Mr. Brown calls in and states he received a notification for NFCU and wants to know his next steps. What probing question would you ask him to better assist.
Was it a email,text,or phone call? What is the email or phone number that sent you the notification? Did you answer/respond back.
What is the default expiration date for a stop payment on an ACH debit? Are we able to edit this? If so, to what?
30 days. Yes, to 550 days for a recurring stop.