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1. What cards must you apply a 14 day rule to when blocking?
FCD, VSD and VCD
2. If a customer fails authentication what do you have to do in the Siebel authentication trail?
Flag it as failed so a red flag populates beside your name
11. You’re manually authenticating your customer and you ask her for a recent transaction, you can see her statement generated 3 days ago and there’s only 3 manually initiated transactions since then, how do you ask your customer this question without leading them?
Can you please provide me a recent transaction that you initiated from the last few days?
15. You HR auth your customer, check CBP, do all the necessary checks and are ready to set your customer up for voiceID, what must you do next before enrolling the customer?
Read the scripting!!
16. Prior to authenticating your customer what part of the mobile that’s registered for SMS security can you confirm?
The last 3 digits ONLY
8. When a customer has come through fully verified having entered in their NIN and telephone banking password, what must you obtain from them to complete the spop and before providing profile specific information?
9. The customers business name is Jane Citizen and John Williams trading as Citizen's Flowers, what can you accept during authentication?
6. A NAB staff member calls and you identify them via the directory, below are their details as per the directory, tell me exactly what details you need to obtain from them.
12. During manual auth you ask your customer for a recent transaction, she tells you she had a $55 direct debit come out yesterday from RACV, can you accept this?
No, direct debits and periodical payments are not acceptable
19. During man. auth you ask for a regular payment and you can see if varies each time, what must the customer advise for you to be compliant?
The customer must advise that it varies and provide the amount of the last payment
10. You’re manually authenticating your customer and you’re asking about a recent transaction, he only has x1 BCA account and you can see there’s been no transactions since 27/06/2020 and his last statement date was 11/07/2020, he says I haven’t made any transactions recently, can we accept this answer?
4. A customers called see if there’s been a debit from Harvey Norman for $299, you sms authenticate them and confirm the debit happened on 24/07, they then ask you for their NTNA 13243547 account balance which is $47.50. Write a Siebel note for this call.
Sms auth. Trans enq Harvey Norman for $299 confirmed debit on 24/07, ntna3547 balance enq $47.50
13. During manual auth you ask your customer about a regular payment, they say there’s a monthly direct debit for $80, what’s missing?
18. What are the rules of a regular payment during man. auth?
20. What are the rules for account signatories during man. auth?
3. Once a card is SS blocked, what must you do to remain compliant?
21. What are the rules for types of accounts during man auth?
5. You lodge an es dispute for your customer, what must you do to be compliant on this call?
22. During manual auth you ask your customer for types of accounts, you can see they have a BCA and they say I have a spending account, can you accept this?
No, you can only accept business cheque, cheque, transaction account, everyday account or business account
23. During manual auth you ask your customer for types of accounts, you see a BML and they say I have a loan, can you accept this?
No, you can only accept market loan, business market loan or business loan
14. When can’t you enrol your customer for VoiceID?
7. When can’t you SMS auth your customer?
To identify customers who are exempt from SMS Security.
To identify customers with an All Services Block on their Convenience Banking Profile (CBP) or an alert advising of a Compromised NIN.
When an alert appears advising to Digital Fraud and Anti Scam team.
When making outbound calls to customers.
For certain enquiries, after the 14 day rule is applied to a customer's profile.
17. What are the rules of a recent transaction during man. Auth?
24. You make an outbound call to your customer, what questions must you ask to verify your customer on their business profile?