Falling out
True or False: If we see a Chex Decline, we advise the applicant to reapply.
False
we transfer the call to CEG
What is the order for second level authentication?
XID (if account is older than 60 days and if debit card is activated)
OOB
Innovis OTP
True or false: We can provide the last 4 of an account number if servicing multiple accounts.
True :)
True or False: We have to advise the account holder they will receive their welcome kit within 7-10 business days
False: we send out the welcome kit within 10 business days
True or False: we do not need to notate almanac if we already notated in atlas
False: whenever we access either almanac or atlas we need to notate
Who do we transfer for a CIP exception and fraud low to?
We do not transfer this call; we complete CIP exception first.
True or False: We need to xfer to BFU if we are issuing an Official Check for 30k to a 3rd party.
False, we second level.
Can we provide the application number to the applicant?
no, only BFU can release application number for document upload
What type of accounts can be opened under a Trust?
Money Market and CD's
When should LDOC be updated?
LDOC should only be updated as result of verbal or written contact with account owners or individuals who have authority to operate account on behalf of account owner (for example, an attorney-in-fact with a power of attorney, or a court appointed guardian, who has been authenticated and added to account).
True or False: For an address verification referral, the address needs to pass on both google maps and USPS
True.
If account owner #1 calls, then hands the phone to account owner #2 during the call. What are the steps we need to take?
Account owner #2 must be authenticated and advised call may be recorded.
When can we provide the full account number to the account holder?
During the application process, if there isn't any offer available for the account holder, how do we proceed?
if either no current offer or no target offer, select no offer and click continue
What do we need to advise the account holder if they are trying to pay off their charged off on a cashback debit account?
If an applicant has multiple application submitted on the same day. What are the steps we need to take?
We review applications submitted for the day and check to see if there are any CBD applications. If so, process the CBD application first.
If we are first leveling for an application, and the application states Thomas Smith-Jones. The applicant introduces himself as Tom Smith can we proceed with application?
No. We cannot accept shortened version of first name. We need both last names if listed on the application.
What items can we release to a third party when an account owner provided permission (and authenticated)?
If an applicant calls and we are able to locate their profile, but it shows as inactive, what steps do we need to take?
True or false: Joint owners can be added to CBD, OSA, IRA savings and Certificate of Deposits,
False: JOs cannot be added to:
True or False: A student CAN apply using their residence hall address
True!
True or False: We do not need to second level to go over trial deposit transaction details with the account holder.
False, we need to second level the account holder to provide details.
What step(s) do we need to take if an agent asks you to delete a priority note due to system being frozen?
Refer to team leader
What information do we need to confirm with an existing account holder before we start application?
What are the requirements for Venmo?
Both: