Deposit Holds
You see a deposit hold on a check for $1200. Upon further research, you see the hold reason says:
"Deposit Hold Local Check." Based on the hold description, can we evaluate this check to be released early? Yes or No.
Yes.
The deposit hold is eligible to evaluate for early release. But first tell the client:
True or False: The client has the ability to cancel a wire transfer through online banking
True, but only if the option is present in OLB.
True or False: Fiserv can place stop payments on laser draft (personal) checks sent through Bill Pay.
FALSE- We place stop payments on laser draft checks (4 digit checks)
Fiserv places stop payments on electronic and corporate checks
Which of the following is NOT a mobile/ OLB self-service option?
A: Deposit Customers Mobile Banking
B: Remove a Stop Payment
C: Manage Deposit Account
D: Manage Statement and Documents
E: These are all digital solutions
B: Remove a Stop Payment
Mr. Arzola received his new debit card and realized his name was spelled wrong. Instead of it saying Mr. Arzola it is showed as Mr. Arjona. Is this an example of an employee misconduct?
No- But it is a complaint.
Name two ways our clients can avoid deposit holds in the future.
Virginia is a Gold client who will be receiving a wire transfer from Guatemala. Will she receive an incoming wire fee? If so, how much?
International transfer fee is $15
Not waived for Gold Clients
When do stop payments on checks or check ranges expire?
A standard check stop payment will expire 12 months from placement. Stop payments can be renewed for additional 12 month periods.
Give 3 examples of using confidence through strong words
Without a doubt
Positively!
Absolutely!
Certainly!
Surely!
Definitely!
Would this be an example of a complaint?
A client is unhappy about wait times.
Yes.
The new 2023 complaint definition considers this to be a complaint
Name three different hold descriptions that are NOT eligible to evaluate for early release.
Confidential Information
Extended Hold Pending Verification
Liability Risk Management (LRM)
Paying Bank Info
Pending Debit/ Hold
Risk Identification Support Center (RISC)
Does Bank of America have an IBAN?
The US does not participate in IBAN; therefore, Bank of America does not have an IBAN number
Mr. Ovino called two days ago to remove a debit card stop payment with Netflix.com. He's trying to use his debit card with them today to watch Star Trek, but his transaction is still getting declined. Why would this be?
Recurring debit card transaction: Within 3 business days the removal will take place
Tracey was surprised to see she was charged twice for her Golden Knights onesie. The associate said, "I definitely understand the concern seeing both of those debits appear on your account. This happened to me once as well, so I definitely understand the frustration. I filed my claim through online banking and received my refund immediately!
In the words matter call flow, what is this an example of?
Personal attestation
When speaking with Language Line Interpretation Services, do we need to provide the Call Recording Disclosure to the interpreter?
No
Claudia, a new Bank of America client, deposited a check into her account which is now on an extended hold for 7 days. The client has money in her other accounts to pay her bills, but thinks it's ridiculous that we would hold a check that's only $15,000. She would like us to remove the hold immediately. Can we evaluate this check to be released early? How would you respond to the client?
The deposit hold is eligible to evaluate for early release.
During the first 30 days of an account, New Account deposit holds may be placed before you have an established relationship with the bank.
We are in the process of validating the check and collecting the funds.
In the future, using options such as direct deposit or mobile and online transfers is a great way to get access to your funds faster.
The funds will be available on [date] [time].
Information can also be viewed on the hold notice, online, ATM receipt or mobile deposit screen.
What does the code R03 mean?
No Account/ Unable to Locate
Which deposit account(s) allows our clients to avoid the $30 stop payment fee?
Which digital solution can be sent to a client who wants to find deposit interest rates?
Manage Deposit Account
Christian is calling to inquire about his interest rate. He says he's had his Advantage Savings account longer than his buddy Roger and wants to make sure he is earning more interest than him. We can see his interest rate is 0.01% and his annual percentage yield(APY) is 0.01% How would you quote Christian's interest rate?
Always quote an existing interest rate from a system resource.
“As of today’s date, the variable interest rate is X.XX% with an Annual Percentage Yield (APY) of X.XX%.”
What is the maximum amount we can release for a deposit hold? Give the amount and the name of the path.
$25,000
Solution Center | Standard Authority Limits Job Aid
Name a country or region a client can NOT send a wire transfer to.
How would you respond to this client:
"I reviewed my online banking and I see a pending transaction for a merchant that I had placed a stop payment for previously. Why did you debit my account?"
Before we allow the transaction to post to the account our system will verify if a stop payment has been placed. Once the stop payment has been verified the pending transaction will fall off during our overnight processing.
Dennys ordered vegan cat food for his cat Mittens, but received grass fed food instead. We sent him the digital instructions to file his claim online. From the moment his transaction posts, how long does Dennys have to file his dispute online?
90 calendar days
Name two requirements that must be said when quoting the interest rate on a deposit account?