Situations
Are we able to increase mbr spending limit for the amount of $25,000.00 or more on the call?
No. We will need to get the mbr over assist tier 2 line.e
What aux code do you use when meeting with Mentor?
Mentor
If HRV has been applied to personal account will it be valid for the member business account?
yes for the same call
What does HRV stand for?
High-Risk Verified
You must ask the member's __________ before you transfer or place him/her on hold and give the reason for the transfer/hold.
permission
What is the maximum number of times you can send a One-Time Passcode to a member?
Two times
What does HELOC mean?
Home Equity Line of Credit
What should you advise a caller if they fail Initial ID?
Advise the caller "I am unable to confirm your identity at this time" and advise him/her to submit the request in writing or at a branch
Captain Archibald T. Crunch calls to perform a high risk transaction but is struggling with his codeword. What are the procedure we need to do for forgotten codeword?
Complete OTP
How long should you place the member level note when you had a dead air call and you have to disconnect the call?
90 days
What are some examples of “excessive stalling” if someone is trying to impersonate a member?
Asking you to repeat questions, not responding to initial ID and/or probing questions in a timely manner
What aux we use to complete SAR?
ACW
Do we ask for codeword on a call?
Codewords should not be verified until the member requests a High Risk Transaction and the HRV indicator is not present, unless a comment to "Always ask" has been placed on the Codeword Alert.
Providing access numbers to member is this consider high risk?
Yes
If your member like to send you a member compliment, who do we send the call over too?
Supervisor
Under which conditions do you not have to ask for the last 4 of the SSN or DOB when identifying a personal account?
When USD states ‘Member has been identified’ or by ATS or VID or HRV
What aux code do you use when meeting with Supervisor?
One-on-One
What are the steps for identifying a business account?
Name of Business, First & Last name of owner/authorized signer along with their DOB and SSN/ If the comment field includes "CCO: Always ASK," always ask for the codeword.
To determine if and how you should send a passcode what should you use?
High Risk Wizard
When does the update status ribbon appear in USD?
Every six months or when opening a new account
TRUE/FALSE: If you receive a call from a caller who has a suspicious person alert and they correctly identify their codeword, you are able to proceed with the caller's request and remove the suspicious person alert.
What does MTO & MVO stand for?
Member Telephone Office & Member Visited Office
What should you do if a member asks you to speak to another person on their behalf?
The member must be identified and give specific permission to release information and/or act on their behalf and also quote third party disclosure.
If a member calls in as unidentified, what do you need to obtain from them before providing account information or taking actions on an account?
Full name, DOB, last 4 digits of their SSN and codeword (if applicable)
Do we provide employee information to members?
To avoid the fraudulent impersonation of Navy Federal employees, do not give out an employee's last name or contact information to members unless specifically directed to do so in manual procedures.