Goals/ Expenses/ STS
The customer writes in that their Funding Schedule didn't fund their Goal on the Funding date.
Looking back at their Available Balance on the date they wrote in, their balance was $100, and they had $150 in their Goal, and the Goal was expected to be funded an additional $50, but it was not. What happened?
Their Safe-to-Spend was Overspent by $50 on the day they wrote in.
STS = Available Balance - Goals - Expenses - Scheduled Activity
-50 = 100 - 150
Since their Safe-to-Spend was -50, they didn't have enough in their Safe-to-Spend to fund the Goal. If there isn't enough in the Safe-to-Spend for a Funding Schedule to work, it can't fund the Goal.
A fraudster has updated their phone number already since being put in the fraudster group. They now want to update their phone number again, to change it back to the previous phone number you see in their demographic history. Can they do that?
Yep! If it was a number that they used to have on file.
Can we accept checks via RDC written payable to "cash?"
Yep!
After I migrate to BBVA, will my account number stay the same? Can I keep using my Simple card?
For now: yes and yes! Your account and routing number and card numbers will stay the same.
(BBVA has said customers may be sent a new card eventually.)
I want to have an expense for food that I will have “ready” (or recur) every Monday. I want to automatically fund the Expense the 4th of every month. Will that work? Why or why not?
No. A monthly Funding Schedule doesn't fund the Expense often enough to be ready to spend every week.
Name ONE criteria an account must meet in order for it to be “proactively closed” right now:
The Customer must meet all of these criteria:
If you link an External Account to your Individual Account, is it also linked to your Shared account? Can you partner see it?
If you link an External Account, it is linked to both your Individual and Shared accounts. It is linked to the "person" not the specific account. Your Shared partner can not see any External Accounts you linked.
Can a customer close their account (customer-initiated) if they are in the Unverified Red Flag group? If they can, when can they close the account while being in the URF group?
Only if their balance is $0.
If we need to send out a closure check, we need to verify the address first.
What time of day do Funding Schedules fund an Expense?
The Funding Schedule will try multiple times throughout the day to Fund the Expense.
If a customer says they didn’t receive their 1099, what is your next step?
Let them know they can download their own 1099 from the web version of their account.
A customer requests account closure, and has a $0 balance. However, when you go to “Bank Accounts” in Belvedere, the Total Bank Account Balance is $4.57. Why is that? What’s happening?
There is a pending transaction for 4.57. We (cust ops) can't close accounts with a pending transaction, so you will probably need to make Account Management finalize the closure.
Can I still use my checkbook if I migrate, or do I need to get a new checkbook?
Yes, you can keep using your Simple checkbook after migration, since your account and routing numbers won't change.
Note: If someone just bought a checkbook, then realized we're closing and doesn't want to migrate and doesn't have any use for their checkbook anymore, a TL or Senior Agent may give you a +1 to refund the $5 fee.
Customer's Safe-to-Spend is Overspent by $50. They go through their Activity and find a $20 transaction that was spent from Safe-to-Spend. They decide to spend that $20 from an Expense instead. Now, what is their Safe-to-Spend?
Overspent by $30
You see an account that is about 6 months old, what should their daily incoming External Transfer limit be?
$1000 daily.
If a customer submitted a check and it has not been reviewed yet, can we cancel it?
Yep! (I believe this was changed in April of last year. See Check and Money Orders SOP.)
If I migrate, what will happen to my Goals, Expenses, STS equation, External Account feature, and PGA?
Goals, Expenses, STS, and the External Account feature will all be dissolved. Any accounts linked via the External Account feature will need to be re-linked. The PGA account will be transitioned into a BBVA savings account.