DDA
How long is the standard delivery for external transfer ?
3 business days
There is an audio block on a debit card how do you remove it?
click the debit card, go to maintenance, reset invalid pin count, clear all
What information do you need to get to perform HRT
phone number on file, OTP , Eoow
or
Password
What information can you provide to a third party on a DDA account.
NOTHING
What is the highest grossing movie in 1997
Titanic
How can you explain to the customer when they ask about overdraft fee reversals when they are at their limit
At this time the account in ineligible for any fee at this time , can explain ways to avoid. EX: opt out OD coverage , signing up for OD protection, having access to online/mobile to check balances transfer funds etc
Cx is trying to see if there's an incoming deposit and its NOT pending where else can you look and how do you get there?
click account , general , ach memo
A cx calls in and the first name matches but the last name does not, what should we do?
Start from scratch ! Click wrong cx and obtain first/last name, acct/ssn
Third party wants to use the account holders checking account they aren't listed on to make a ach payment is this acceptable ?
NO, if a third party wants to make a payment they have to be listed on that SOF account
What is the #1 album of all time?
Michael Jackson's - Thriller
Give me at least 2 reasons why a MAV will become ineligible
A customer says they deposited a check earlier this week but it doesn't show in their available balance but it shows in the account balance, where would we go to find information about that check deposit status?
click on the account , click alerts
You have the customer fully verified but they need a debit increase but not calling from the number on file but you got the password on file are you able to proceed?
YES, Customers who correctly provide their passwords are permitted to perform High Risk transactions and do not need to go through the HRT process
A third party wants to make a payment what information do you need to obtain ?
-third party first and last name
- customer first and last name
- account or SSN
What five-letter word typed in all capital letters can be read the same upside down?
SWIMS
For lost/block/stolen what details should you be sharing with the customer ?
- processing times
- re-establishing alerts
- re-establishing automatic payments/reaching out to merchant
- existing pin will transfer
Cx has a debit adjustment on a check, how do you find the original check image to see why?
landing page, division, operations, operations area , consumer call center, links , check archive
Customer is calling in because his card in declining and you see a 217 what should you ask the customer/do?
Did they receive a message from the bank , are they doing any traveling, have they tried the transaction with you over the phone or have they had any other declined transactions
have to do HRT
Someone has called in because the account holder is deceased, what are you going to do for the customer?
for deposits account refer to branch , for CC,LOANS,MORTGAGE transfer to deceased account holders
What state has one syllable
Maine
A customer has a check that went out through bill pay and was supposed to be delivered 3 weeks ago but never arrived, what can we do for the customer?
We can offer to place stop payment, we would just waive fee due to it being lost
Cx wondering about a funds transfer out of their account and there is no information on their checking account about where it was initiated, where can we look to find more info for the customer?
Ace home screen , Ace transaction search
Customer is trying to register for online banking and is NOT calling from number on file and is 20+ miles away from branch , what can you offer to the cx
Verid
A third party wants to reset a debit card pin, what steps do you take next?
Ask the third party to get the account holder on the line
We can not do HRT with third party
Who is the best supervisor
Why would you answer that 😂