Policy & Procedure
This disclosure must be read verbatim: at beginning of any outbound call, anytime someone new comes on the line or to third party when customer or caller requests we speak to another individual on their behalf.
What is the Monitoring/Recording Disclosure
(Article no. 31280)
This kind of alert remains active for 7 years.
What is Extended Alert.
(Alert Types Article no. 32691)
Can a customer or banker update the address on the application?
No
( Banker entitlements no. 31425)
This metric is important as it shows you how long you generally are on the line with a customer.
What is AHT (average handle time).
This filter allows us to see how customers daily outgoing transactions.
What is the Debits.
According to this procedure, terms such as "Spouse, has cancer, divorced, miss/mrs./mr., Wife, etc are prohibited when leaving comments as these terms may indicate customer's connection to a protected class.
What is the Lending Regulation Reference Guide
(Comment Reminders Article no. 31549)
True or False
Don't provide phone number or other specific details of alert to customer
True
(Authentication Categories Article no. 31585)
When authenticating a Banker, what must be obtained?
Must obtain employee's name and Connect Us code
(Article no. 31585)
Here you can specifically view your attendance metric.
What is the Schedule Adherence Reports.
From here you can view the activity from customer's specific accounts
What is the Transaction History tab.
Must be asked in addition to confirming customer's total gross annual income.
Is any portion of your total gross annual income non-taxable?
(Gross Annual Income Disclosure Article no. 31266)
What type of consumer alert is this?
Example: Alert may contain: "Do not extend credit without first authenticating identity of applicant. I can be reached at ###-###-####. This security alert is maintained for one year beginning 4-7-22."
Not a true Consumer Statement: Expired Alert
(Alert Types Article no. 32691)
This tool is the primary tool for customer authentication?
What is Innovis (failsafe).
(Verification tools- Innovis Article no. 48032)
Completed evaluations are shown here. This should be checked daily.
What is Completed Evaluations
This tool allows you to identify how many times a customer has over drafted their deposit accounts.
What is Past Occurrences (NSFs)
True or False
Banker request a CLE?
Can perform CLE with account decrease.
Can't CLE with closure.
(Banker entitlements>What is can/can't request Article no. 31425)
This information is found in the extended alert description to reach customer, if it is not there we must decline as we are not able to clear the alert
What is the telephone number.
(Handle Consumer Statement Alerts- ACQ/CLI Article no. 32691)
When unable to authenticate through Innovis, you can do what?
What are authentication categories. Ex. Personal Information / History Category (Category 1 and/or 2)
(Authentication handling 31585)
Here you can see your metrics for the current MTD actual compared to the current month goal.
What is the Scorecard Report.
This filter allows us to confirm income and employment.
What are the credits.
Banker must confirm customer has requested reconsideration of application and must have additional information to allow for reconsideration.
Banker entitlements
(Article no. 31425)
The Transunion code 01 with the alert description reads: "Do not confuse with…" and no verbiage mentioning extended / initial alert
What is Not a True Consumer Statement -Reason: OTHER
(Alert Types Article no. 32691)
True or False
Customer's existing account must be current and open for more than 30 days in order to use for authentication?
True
(Account and Credit History Category (Category 2) 31585)
Here you can find reviews where you and your manager discussed alerts you received.
What is the Coaching Activity Binder.
Where to see statuses of previous accounts, account numbers, etc.
What are the closed accounts.