DDA
This procedure will walk you through changing a client's SSN on their Checking or Savings Account
Maintaining Social Security Numbers
This procedure can be used to generate a one-time code to allow a client, who is unable to use Step Up during sign on, to sign on to Online Banking
Bypassing Step Up
Can you process a spot payment from an external account to a Cash Reserve Credit account?
No
Processing a Cash Reserve Credit Payment by Phone
Is there a deadline for enrolling in annual statements?
s the current date between December 29 and December 31?
Yes
Maintaining Annual Summary Statements
This procedure will walk you through changing the statement delivery method on a client Checking or Savings account
Handling Client Requests to Change the Statement Delivery Method
What procedure should be followed when clients report that the Face ID, QuickView, Secure PIN, or Touch ID sign-on features aren't available when setting up the Mobile Banking application on their devices
Understanding Jailbroken and Rooted Devices
When the bank name on a title is different than the bank name on a collateral release, a state agency can ask for a?
Requesting a One-and-the-Same Letter of Proof
Can a client request to have a lower APR?
No
Lowering a Credit Card's APR/APY
What procedure would you use if your client received another client's statement?
Handling a Privacy Breach
Clients should not use Key Bill Pay to make these types of payments and should be discouraged from making these types of payments if they inquire:
Adjusting Merchant Fees or Finance Charges
What system would you use to confirm delinquency history on a CRC?
Hogan, access the LC52 screen.
Providing an Account Owner with Delinquency History
Your client is requesting the interest be waived that was assessed on his most recent statement. He always pays his bill on time, but the last payment was $10 less than the full amount due. Can you assist with this request?
Credit Card Fee Refund Rules
What is the time frame for ordering e-check photo copies?
2 years- Requesting Copies of e-Check and ACH Transactions
Your client has a Zelle status of Link Analysis to Fraudulent Activity. What procedure and service request would you use to assist?
Handling Blocks in the Customer Service Tool for Bill Pay or Zelle/P2P.
Free form
What is the calculation for a KEO minimum payment?
1/180 of the total KEO balance, plus the interest accrued on both the fixed and variable portions, plus insurance
CCA client calls upset that he received a late fee of $40. He was late 3 months prior and the fee was only $29.00. Why is the late fee a higher amount this time?
The late payment fee is $29; however, if the minimum payment amount is not made by the due date in any of the six prior billing cycles, the fee is $40.
The late payment fee will not exceed the minimum payment amount.
Credit Card Fee Refund Rules
What is the cut-off time for a mobile check deposit?
Mobile banking deposit11:00 p.m. ET-Posting Order Overview
An incoming Zelle payment has a status of suspended and it has been more than three days since the client originally called. What should we advise the client?
If more than three business days have passed, refer clients back to their senders who need to contact their financial institution for research.
Resolving Zelle Payment Issues
Student loan only client calls to file a complaint not related to their application. How do you assist?
To file any other type of complaint, transfer the client to Mohela for assistance.
Servicing Student Loans
Your client needs to complete a cash withdrawal ASAP and does not have a PIN. Does this client have any options to complete the transaction without waiting for a pin mailer?
Yes
About Credit Card Cash Advances