KYC
If a customer calls in wanting their balance but only has their Tax ID, what other information can we ask for to get them verified?
(Other than asking for account #)
Dollar amount of a recent deposit, Online banking user ID.
How many years back can a customer view in online statements?
Up to 7 years!
What system would we use to pull up a CAA statement?
CAA Insight
In ACBS, Where would you find the interest paid last year in ACBS web?
Loan Historical Balance.
Secretary of the business, Non- signer, calls in to place a stop payment on a check that was sent but not received, can we help her?
No, we do need to get authorization from a signer and read the disclosure.
Grace, a non-signer, calls to make a funds transfer from her money market to her checking account, can we help her? If so, what's the KYC procedure?
Yes we can.
Name, Full MM Acct #, Title, Tax ID, or non-cycled transaction. Last 4 of the checking account.
Where would we enroll a customer for external transfers?
SEP Portal.
What type of account can I order a brand new debit card for over the phone?
Sole Proprietor
In ACBS, Where can you find the note?
Collateral.
Non signer calls in and wants to verify the user id for OLB and do a lock out reset, can we assist them?
Yes, we just cannot send a password mailer.
What are acceptable KYC pieces for a LOC?
Account number, Title, and either Tax ID, amount of the last payment, amount of specific check, or the max credit limit.
What tab in OLB can account delegation be found in?
Business Tools.
How much is the monthly maint. fee for a business checking preferred account?
$50
In ACBS Web, where do you go to see if the business you are speaking with has a servicing user?
Miscellaneous and Servicing
Non-signer calls in to file a dispute for an unauthorized charge, can we help?
Yes we can.
What is the KYC to complete an ACLS advance?
Caller provides name, full account number, and account title for both accounts.
1 KYC for the checking/savings account.
1 KYC for the loan account.
Where do customer's go to enroll their phone number into 2 step verification?
Customer service tab, Under security settings select 2-Step Verification, and then select manage.
If a customer deposited a check for $65,000 on Friday after 5 PM ET, When would their funds be available?
(This is not a new account)
Tuesday as early as 7 AM ET.
In ACLS, Who can process an ACLS advance?
Signer of BOTH the ACLS loan AND the checking account!
Kesha who is not a signer calls in to have a brand new debit card issued in her name, can we help?
No we would need to speak to a signer and a brand new debit card can be requested inside the branch.
How would you verify a branch rep on a conference call with a customer?
YOU CAN'T!!!
The branch rep must be on the phone and off of speaker. They can not be on a conference call when verifying their login, manager, and mailstop. In this situation we would verify the customer and ask for permission to speak on a conference call with the branch rep.
What are the 5 steps to follow in order to issue a RTP?
Red Flag Review, Signer, Ensure total deposit balances are less than 100K, 2 KYC, and Comments in spirit.
What are the 3 ways that the monthly service charge can be waived for a Business Checking?
(Business Checking Product)
1. Average Monthly Collected Balance of $1500
2. Linked CC with a min. of 1k eligible monthly purchases.
3. Merchant Services
In ACLS, how far out can you put the good through date on a payoff?
15 Days.
Emma, Signer on checking account, not signer on the loan, wants to do an advance from her FDR loc, can we help?
No, we would need to speak to someone who is a signer on both accounts.