P/P
Can we remove a owner or signer from an account without all owners present?
YES, It can be requested by account owner without other owners present ,Requires that signature card is signed by owner being removed on Disclaimer section; Can be performed only on accounts that are not overdrawn and have no legal holds in name of signer being removed
CA: Owner / signer changes – personal
What must be included in your Raptor ticket under the Issue Description section?
Full ECI , Last 4 of the account number, Amount of item(s), and Decision Request
MK Article 26853
Can a banker request copies of savings bonds on Customer Assist?
NO, Copies cannot be requested on Customer Assist. The request is submitted using the Photocopy Email Template in My Knowledge.
MK Research Requests
What is the name of the form used to add a Owner manually?
Customer and Account Maintenance
MK Article 49384
________________ is used to decision current day Exception & Return items.
TRIPS
Can a Safe Deposit Box name change be completed at any branch?
YES, •Bankers can complete the following maintenance requests at any branch: ◦ Add, change or delete Safe Deposit Box Auto Debit ◦Safe Deposit Box Address Change ◦Safe Deposit Box Name Change
CA: Safe Deposit Box Maintenance
When adding your notes in TRIPS, who's SID is placed after BOS CALL?
Bankers SID
MK Article 26853
When completing a research, for what amount can a banker submit immediate credit for?
$50 or less
CA: Research Requests
Where is the Customer and Account Maintenance form sent?
Faxed to National Account Maintenance 888-793-0598
What is used to view customer statements, check images, and letters sent to customers by the bank?
OneView
What form is used to change a mailing address on an account that has return mail?
Address / Return Mail Maintenance form
CA:Name / address / phone changes
What is the cutoff time(M-F) to decision an item in TRIPS?
6PM ET
MK Article 26853
Can a research request be canceled?
YES, a reverse request would need to be completed from Research Email Templates in My Knowledge
MK Article 26876
What type of maintenance can normally be escalated to National Account Maintenance?
Normally only maintenance that is past due or was processed incorrectly is escalated to National Account Maintenance
MK Article 49384
What is used to view ACH credits and debits?
Eserve
What email is entered if the customer does not have an email or wants the banker to delete their email information?
Which one of the Exceptions & Returns email templates is used if a customer set up an ACH with the correct account number but an incorrect routing number?
Next Day Force post template
MK Article 26864
Can we mail research request items (ex. Statements or check copies) to branches?
NO, Don't mail research request items (e.g., statements, check copies) to branches
CA:Research Requests
T/F The Customer and Account Maintenance form is used to split a customer's profile?
2 Complete Customer Split section on Customer and Account Maintenance form 3 Fax form to National Account Maintenance
CA: Demographics / other maintenance
What system is used to find Cashier Check numbers?
HOST
Do all owners need to be present to add a beneficiary to an account?
YES, It can only be performed with all account owners present.
CA: Owner / signer changes – personal
What does the settlement account number 12345 mean?
Returned to maker, refer the customer back to the sender of funds.
MK Article 26853
What is the cutoff time for provisional credit so the credit is available at the end of business day?
5PM ET, Cutoff time is 5 p.m. ET (4 CT, 3 MT, 2 PT). Requests received after the cutoff will be processed the following business day •If request is received before the cutoff time, credit will be made available at the end of the business day
CA:Research Requests
If a customer mails a letter to request their accounts to be closed. What form does the banker complete?
National Account Closing Requests
CA: Checking / savings / prepaid account closing and reopening - personal
________________ is used to review check holds in more detail, and is the system used by Branch Bankers to request check holds be released
Active Hold Report