Bill Pay
Mobile Token
Zelle
KYC
External Transfers
100

How long does an expedited bill pay check take to deliver?

Next business day
100

What do you do if the client only has a credit card with us and isn't enrolled in online banking?

Refer to branch

100

What is the new timeframe for Whitelist and Blocked Profile emails according to the active Quest alert?

Up to 10 business days

100

How many verification points are needed for a branch rep?

3 total, including first and last name

100

What is the cut off time to cancel a pending external transfer?

8:30PM Eastern Time

200

What is the minimum amount required for a bill pay payment?

$1
200

How far back in the audit log do you check for:

  • Enroll-EOU (new)
  • Enroll-EOA (new with ATM and PIN)
  • Enroll-ERB (retrieve user ID)
  • RUD (user ID reset - request)

2 business days

200

What does the invalid address error mean in audit log when registering Zelle?

The client has an incomplete or foreign address on file

200

How would you verify someone before disabling step up?

High Risk

200

What would we do if an external transfer is not received after 4 business days?

File a transfer dispute

300

How long does an On Us payment take to deliver?

Same day

300

What troubleshooting should be done when there is no activation results after searching a card in Mastercard Connect?

Verify the number is correct by researching it in Quest then have the client delete/re-add the card.

300

What time does a client's Zelle limit reset?

  • The limit resets at 12:00 a.m. CT each night.
300

What would you do if the client gave you multiple answers for a KYC question?

Ask the client to choose only one as their answer.

300

How long does a canceled pending external transfer take to credit back to the client?

2-3 business days

400

When do bill pay payments get processed?

7 PM Eastern Time

400

What do you do if you get a fraud warning in Mastercard Connect?

Refer to the branch. If they are at the branch, you can proceed.

400

What is the only status that will allow a client to cancel an outgoing payment?

Unclaimed

400

What are the three levels of authentication?

  • Basic is the minimum level of authentication.
  • High-risk is the medium level of authentication. The following methods are used to complete high-risk authentication:
    • Quest High Risk
  • Advanced is the highest level of authentication.
  • The following methods are used to complete advanced authentication:
    • One-time passcode (OTP)
    • Next Caller (green status , ANI match, and last four of social security number [SSN])
    • VRU verified with ATM or debit card and personal identification number (PIN)
400

What are three reasons an external account could be declined when a client attempts to add it?

One of the accounts is new, information at both banks doesn't match, other bank is blocking it, information was entered incorrectly.

500

How would you remove a stop on a bill pay check?

You can't

500

Name three card types that aren't eligible for mobile tokens.

  • business debit cards
  • business credit cards
  • ATM cards
  • Key Possibilities cards
  • Health Savings Account (HSA) debit cards
  • equity cards
  • PCL cards
  • commercial LOC debit cards
  • cards on our commercial platform
500
Name two account types that aren't eligible for Zelle.

The feature isn't available on business, savings, and Health Savings Accounts (HSAs).

500

What verification is needed for an unlock with a private banking rep on the phone?

You must verify the private bank rep, and the client must be conferenced in.


500

What is the daily external transfer limit for Private clients?

$12,500

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