True or False
Jefferson's debit card become inactive after 6 months of no transactions.
False they become inactive after 365 days.
If a Y-12 member opens their account and then closes it before 180 days how much would they be charged for early closure?
$15.00
An Andrews member is calling in to check for a deposit that should of hit his account yesterday and still hasn't shown up.
This would be an Inquiry!
A member has called in and their debit card is captured by the fraud team, We need to get them to the fraud team to lift the block. Who handles it?
This is something that we could reach out to fraud at L1.
If a member orders a new debit card we can read the new debit card number to them so they can use it online?
We can not and will not ever ready any card information over the phone.
We will send a SE for ALL wire requests for Andrews?
False we only send a SE for a wire that is being sent to the member.
If a Michigan State University member calls in and would like to do a skip a pay on a loan what would be the fee for this process?
$35.00
A Louisiana Federal member calls and would like to change the due date of their monthly payment on their credit card.
This would be a SE for maintenance.
A Campus member has called in and is needing his online bank account unlocked. Who would be able to assist with this?
This is a L2 task
What information should be posted in the escalations chat BEFORE you transfer the member.
False! Transit only has 1 open location.
An Andrews member is calling to stop payment on a check he wrote. Is there a fee for that and if so, how much is it?
Yes there is a fee of $25.00 per item.
A FedEx member is calling because they are locked out of their OLB, they need to be unlocked and have the password reset.
This will be a SE we do not have access to FedEx OLB.
A Meriwest member is calling in to close their account. Who would handle this?
An L1 can complete this. It requires either a SE or for the member to step inside the branch.
Which tab in CMS would you find a fee schedule located?
We can not provide the account numbers to Quorum members.
False, if they do not have access to OLB then we can provide it after authentication.
Could a First Financial member have a teller balance their checkbook to their statement and if so is there a fee?
Yes they could and Yes it does come with a fee of $10.00.
For a First Basin member wanting their debit card limit increased would JHA be able to complete?
Yes we can complete this task, But we would still need to send a SE back to the branch to make them aware of the increase so they can drop it back down.
A Jefferson member is calling to make a payment on his auto loan from an external checking account. Which level would handle this?
This is an L2 task.
A transfer to a L2 is WARM or COLD?
Cold
A member at Empeople is needing to add a joint account holder on their account. We can assist them with this over the phone.
False! There is an Account Ownership Change form on the website they need to fill out and send in or you would send a SE for a call back.
Is there a fee for P1FCU members that allow their accounts to become inactive?
Yes it is $5.00.
A Transit member is calling in to get their emailed changed.
A Jefferson member has called in because they can not access the telephone banking, they need their PIN reset for telebanking. Who would handle this?
This would be a L1 task, We can reset the telebanking pin.
There has been a large amount of fraud calls coming in the past few days, so the FI posted about this to make everyone aware of it. Where in CMS would you be able to find mention of this?
Under the "Need to Know" tab