Products
The locked in, time account
What is a Certificate of Deposit (CD)?
The 3 sections in the EQI Module
Any time you are actively involved with a customer or their accounts
What is an Engagement?
Phone Number is not recognized as valid. Potentially a spoofed* number, it does not automatically mean they’re a fraudulent caller.
What is TrustID RED?
Create new customer record, Enter new account applications, View Account Restrictions, Enter Notes, Perform Servicing Tasks
What is Aperio?
The transactional account that can have a checkbook
What is a Money Market Account (MMA)
Utilizing appropriate opening and closing techniques, creating an Engaging & Genuine Experience
What is Engage?
Allows you to access a variety of servicing tasks for the CIF
What is the Customer Ribbon?
Confirmed the phone # received on the inbound phone number is valid, it does not automatically mean no fraud could occur either.
What is TrustID GREEN?
Utilize Call Control tools, Retrieve and display customer identification and tracking data, Complete Customer Verification
What is Deposits Workstation?
The transactional account that can have an ATM card but no checkbook
What is a High Yield Savings Account (HYS)
Ask Questions & Understand Issue, Take Ownership, Using Appropriate Workflows
What is Investigate and Inform?
Allows you to create a workflow task to be escalated or assigned to a different team
What is Create Task?
1st & Last Name, Full Accnt # & Last 4 of SSN, or Full SSN, Security Question
What is TrustID Green?
Access and View Product Information, Access and view procedural information
What is Genius?
The Account Type that can only have MMA and CD's
What is an Individual Retirement Account (IRA)
Set Expectations/Recap Arrangements, Reducing Customer Effort, Fully Resolve Inquiry
What is Resolve?
Section used to Update Dormancy Status, View total balance of all accounts, Combine account statements
What is Servicing/Signature for Aperio?
1st & Last Name, Full Accnt # & Last 4 of SSN, or Full SSN, Security Question, One Additional Element
Used to store and maintain all account documentation, Letters, Forms, Statements, Check Copies
What is Nautilus?
The Account Type only serviced by the Trust team
What is a Commercial/Estate account
Phone Manipulation, Rudeness, Profanity, Refusal to Escalate
What is Disqualified Calls?
Allows you to set a CD's Renewal Option
What is Amend Reinvestment Instruction?
What you must do if customer gets any info incorrect
What is OTP?
Used to perform detailed research on ACH transactions, including transactions performed in Fund Now/ Transfer Now.
What is Compass?