Verification
What level of verification is needed to release channels?
In what document did you find your answer?
Second Level Verification
Authentication and Verification Deposits Procedure
Customer calls in stating their grandma (who is an AH) has passed away, who would you transfer to?
In what procedure did you find your answer?
BCT
Call Transfer Deposits/BFU/Retail Branch Job Aid
If someone with only a credit card or personal loan calls in for servicing, what is something you can do before transferring to prevent any possible future issues for the AH?
Offer the direct phone number for the department they are calling to speak to before transferring.
If transferring to CEG and you are on hold for longer than two minutes, what should you do?
In what document did you find this answer?
Contact coach or TL for guidance.
Call Transfer Deposits/BFU/Retail Branch Job Aid
What level of verification is needed to distribute funds from a CD to a address on file that changed within last 10 days?
In what procedure did you use to find your answer?
Second Level Verification
Authentication and Verification Deposits Procedure
Customer calls in about an IRA legal issue, who do you transfer to?
In what procedure did you find your answer?
IRA CEG
Call Transfer Deposits/BFU/Retail Branch Job Aid
You just finished ordering/expediting a debit card for an AH (they have no other active cards on file). What all info should you provide to the customer in order to prevent any future issues?
(3)
1. The expedited card is expected to arrived in a 1-2 BD timeframe.
2. How to activate the card when received.
3. How to set up a pin after activation.
What does an account have to have to be able to enroll in overdraft protection?
In what document did you find this answer?
A positive balance.
Overdraft Protection Deposits/Retail Branch Procedure
While second leveling, a customer has failed XID (you have attempted once). What is your next step?
What procedure did you find your answer in?
Attempt again.
Manual Verification Deposits/BFU Procedure
A hard of hearing/deaf customer has called in for assistance and you are unable to communicate with them. How do you proceed?
In what procedure did you find your answer?
Transfer to the TDD line
Call Transfer Deposits/BFU/Retail Branch Job Aid
An AH calls in stating their debit card has been declining and after reviewing P1 you see it has been declining at multiple merchants recently. You also see DC 100 and 80 fallback. What is something you can do/recommend to prevent future issues for this AH?
Offer to send the account holder a new debit card to ensure the card is working correctly.
What are four things an account needs to have before we can order checkbook/deposit slips?
In what document did you find this answer?
If given permission by the account holder- what information can be released to a TP?
What document did you find this answer in?
With AH permission can release any to TP:
Releasing Account Information Deposits/BFU/Retail Branch Base Document
You are assisting an AH who is suspended in Compass. Who would you transfer this call to for further handling?
In what procedure did you find your answer?
BFU
Call Transfer Deposits/BFU/Retail Branch Job Aid
Today is 3/11/24, an AH calls in to change their address due to a recent move- While reviewing their account you see they have a $0 balance and that their account was opened on 1/29/24. What is something you can say/do to prevent future issues for this AH? (2)
- Remind the AH that they only have 3 more days to fund the account before the system auto closes it. - Ask the AH if they are familiar with how to fund the account and their different options to do so.
How many days after a CD has matured, does an AH have to give further instructions before the CD auto renews?
In what procedure did you find this answer?
9 Days
Deposit Products Base Document (Non IRA CD> Renewals)
During first level verification, the AH's SSN was failed for transposed numbers. How do you proceed?
In what procedure did you find your answer in?
Complete Second Level Verification
Authentication and Verification Deposits Procedure (Step 5)
You have a incoming call from FinCen, regarding a CTR. How would you proceed?
In what procedure did you find your answer?
Transfer the call to AML/BSA
Call Transfer Deposits/BFU/Retail Branch Job Aid
An AH calls in asking you to help them with unlocking their online account. You are in the process of 2 level and the AH says, "Yeah the website is being so weird, every time I attempt to add my external bank it locks me out of my acct." What is something you can do that may prevent future issues for this AH?
Ask the AH the name of the institution they are trying to add to see if they are on our "banks not accepted" list. If so, advise AH of the situation and the additional options they have for transferring their funds.
You have just finished processing a HSU for a name change for a customer and the AH asks if his DD214 can be used as acceptable documentation.
Can this form be used as acceptable documentation?
In what procedure did you find your answer?
Yes
CB Acceptable Required Documentation Base Document