OLB Platforms
American Heritage- can we give customer their username?
First State Bank- Chase bank called in wanting to verify funds for mutual customer, how do we assist?
Yes we can :)
Neteller- where do you go to search for a customer's account?
Can you give information o0r make changes to a debit card to someone not listed on the card? What if the card member is a minor?
No-we can only assist the card member -even if they are a minor
Midland-what needs to be done first before doing a password reset for a personal account
Lexis Nexus
Veritex- where can we find the new promotional offers?
In the need to know tab
Which bank does have IVR for authentication?
Banner Bank
What Online Banking platform does Home Loan use? How do we assist customers with loans with their OLB questions?
Banno- Loans typically dont have a standard online account -there is a walkthrough to navigate them to the loan port online.
for American Heritage, what options do you have for password reset for a personal retail account
Xperience AND Backoffice per cms.
LCNB- customer needs to block their card, how can we help?
Trick Question- we don't have access per CMS we can warm transfer to number provided or give the lost debit card number on file.
BankFirst-how do we give balance?
We do not verify funds on accounts.Please transfer the customer to phone teller at 866-726-6006, or they can use our mobile banking apps.
What are the POS and ATM Limits for Debit Card limit increases for Jonestown Bank and Trust ?
Temporary POS limit can only be raised to no more than $5000.00 and ATM limit for no more than $1,000.00 both for no longer than 7 calendar days
ChoiceOne, how do you enroll for the App?
you have to enroll FIRST on the website, then with same username and password, download the app and log in with those credentials
for MVB Bank, what do we do when we have a caller that we suspect is fraudulent?
per CMSS IF THERE ARE ANY RED FLAGS/SUSPICIONS WHILE INTERACTING WITH THE CALLER WRAP THE CALL UNDER AH CALL CENTER—JH FRAUD SUSPECT. YOU WILL BE PROMPTED TO ENTER THE ACCOUNT NUMBER ALONG WITH DETAILED INFORMATION. THIS WILL LOCK AND RESTRICT THE ACTUAL CUSTOMERS ACCOUNT. USE PRECAUTION AND ONLY DO THIS IF YOU SUSPECT THEY ARE A FRAUDSTER & also submit to teams
First Hope Bank- customer calls in asking for their tax form, how do we assist?
Forms are printed and mailed. These are mailed in mid- to late-January. If the customer did not receive their tax form submit a Service Event. Customer can enroll through online banking to receive tax forms electronically.
Can you give the SAC codes verbally for Camden?
Short answer- yes, but be cautious
Cape Cod 5- what needs to be done/checked on FIRST to reset their password?
you need to make sure they didn't call in for their user id first
Glacier-whats the processing cut off time for mobile deposit?
Which bank works with Credit Karma
MVB
How do we authenticate for Merrick?
Trick Question-this is a L2 bank, reach out to L2 for assistance on this bank :)