BRANCH ROLES
Supports exceptional member service
Member Experience Champion
Who has the authority to waive check holds?
Only team leaders can waive check holds. SMSR’s can waive holds only if no leader is on site.
Debit or credit cards that NFCU does not process
Discover cards, non-Navy Federal American Express® cards, Direct Express or digitally issued cards (e.g., Apple MasterCard).
This alert is placed when an individual is suspected of illegally creating a membership using another individual's identity without permission.
Level 7 Suspected ID theft alert
When do we start turning?
2 pm
Promotes opportunities to educate members
Member Education Champion
What are 6 circumstances a team member might decide to place an extended check hold?
a check you deposited previously return unpaid
your account being open 30 days or less
doubt of collectability
an emergency such as natural disaster
an emergency such as computer/equipment issue
repeated overdrafts within 6 months
True or False: Cash Advance is available to non-members, which includes joint owners who do not have a Membership Savings Account with Navy Federal.
False
This alert is placed when a member is suspected of committing a financial crime against Navy Federal.
Level 7 Suspected First party alert
If all TCR's have been turned and you are still the same business day what do you?
1. Quickly turn yourself
2. Ask another available MSR to assist your member
Maintains knowledge of online and mobile banking, ATM features, and serves as an advocate for the team
Digital Champion
True or False: A member can split a $1000 check into a checking, savings, and a consumer loan account during the same transaction
TRUE
Dollar amount require 2 forms of acceptable ID
$3k or more
This alert indicates the member has advised Navy Federal that they have:
Level 3 Id Theft Risk alert
What would you do if your TCR runs out of cash during a transaction ( withdrawal/buying bait)
Buy it from another TCR. Best practice verify via cash counter in vault.
Supports policy and procedural accuracy
Operational Soundness Champion
Next Day Items
US Treasury checks
US postal money orders
State and local government checks
Cashier's, certified, official, and teller's checks from other institutions
Federal Reserve Bank checks
Federal Home Loan Bank check
Minimum Cash Advance for Non NFCU credit card
No minimum cash advance
This alert is placed when Fraud Operations has determined fraud has occurred against Navy Federal and is outside the acceptable risk guidelines
Level 9 Confirmed First Party alert
How much is the bait? What are the denominations?
$2500
100 (100) in 1's
800 (80) in 10's
1600 (80) in 20's
Engages with the community to support business growth
Member Outreach Champion
Certificate or IRA deposit
Negotiable item amounts of $2,500 or more what additional steps are required
Contact the Certificate, IRA, & Trust Team via internal chat to place the hold and provide
True or False: Cash Advance requests on Non-Navy Federal cards that are $15,000 or more must be processed in multiple transactions.
True
This alert is placed when indicators identify the membership was created using another individual's identity without permission.
Level 9 Confirmed ID Theft alert
What is the process of using a non adjacent TCR/CDR Buy?
Non adjacent
CDR Buy
Remote Dispense
PIN
Dispense Amount in denomination
Enter PIN - receive funds or
Press finish