Titles
Where do you find out if a member has an electronic title?
In the tree>click little arrow on loan>Loan collateral>scroll down. Will show the ELT #
Member calls in stating their card is shut off, and they did all purchases, can we turn the card back on, and why?
Check network log, go over all transactions, check falcon fraud for open cases, if nothing, yes we can turn the card back on.
What information do we need before we can start the loan process?
2 years of address/employment history
Extra: POI
When a member is locked out of online banking, and have no idea why, where do we look?
Tree, Jawaala, and then DS
No, will contact them on the 11th day.
If a member asks for a copy of the title, where do you look, and what do we ask?
In onbase! Ask Why they need a copy of the title. What are they doing?
Can we activate a card for a member?
Can we activate a pin?
Yes we can, I'll show you
No we cannot. Under very circumstances, has to have a very good reason, we can.
What icon do you need to update before sending out to UW. For Credit Card Apps only.
Gear!! Update that bad boy!
Member had a loan with us, then closed out that account, and now has a new membership, can they use the same username?
Yes! Or they can re-enroll and still use the old or new.
If a member has a check for $3500 and wants all the funds immediately, how do we help the member? What do we need before we clear the hold?
Check image, and why member is wanting to release
If a member calls in needing registration/tags, and just moved, what does the member first need to do, before titles can help?
Out of State Request
Member needs to go to their local DMV, and have them fax it (out of state request) over to our titles department.
Member calls in and states they can't activate the card, gets a "Call your finical institution," what do we check on our end?
What phone number they call from
Is phone number updated in FIS and listed as home phone
What card are they activating?
Once a loan is approved, can we send to documents right away?
Yes/no Depends on what type of loan.
CC, yes
Signature, yes, unless we are paying off debt
Auto, no. Need registration, insurance card, payoff letter, ect.
Member has trouble with Bill pay, wants to remove a payee, but can't on their end. How do we help?
Ipay mastersite
Member calls in and the run script shows we need to confirm address, email, and phone number. Do we verify everything or can we skip?
Verify on every member!
Member needs NLR right away, how can they get this fast?
Create pulse ticket to the titles, NLR section, put in all contact information. Address, email address, phone number, would third party accept a electronic signature? Does it need to be a wet signature.
Member gets a suspicious call, (falcon) and stated their spouses card was used, can we help that member?
Yes, if the member who is calling is on the account.
Once a loan is funded, what two things do we need to check to make sure we get the credit?
Processor in both application and tree under details once the loan has been funded!
Who do we reach out to when a non-member notifies us of a members death? What information do we ask for?
Tammy W. Date of death, any letters of testamentary, or affidavits, name and phone number who is calling.
If a member goes through a third party for a refinance, and has questions about their title, who can the member call before us?
In View Cards Relationship> Click card> under UPDATE on the right of the screen (Plastic Records > Issue option, Card only
When doing an auto loan, and a member wants a pre-approval letter, what information do we need before we do the letter?
2 years of address/employment
POI
Price range