🧩CONFIDENCE
What is the Fee for a Money Order & What is the max amount?
What is: $2.00 & 1,000.00 is the max
Miscellaneous Fees Listing
Which option is guaranteed to work, SOC or ODP?
What is: ODP. ODP is the customer's money set aside in a Money Market, Savings, LOC or CC to protect the checking if it's overdrawn during nightly processing
What Overdraft Services Does Regions Offer
Remember SOC isn't guaranteed from day to day.
Does electronically converted checks images show on the statements?
What is: No.
How to Assist a Customer with Statement Types, Options, and Cycles
What is the Time frame & Fee for placing a stop payment on Domestic Recurring Card Transactions?
What is: 6 months (certain restrictions apply) $36 Fee.
Best option is to close the card as merchants will change their information to bypass a stop payment. Saves our customer from paying a fee and will relieve any worry that it may be able to still come through.
If the caller is verified per the FICO Whisper and the card has to be closed do we authenticate the account?
What is: Yes
💻 Any maintenance done [ Close Card/Update address, etc.] requires the caller to be authenticated per the normal process.
How to Assist a Customer Who Received an Activity Verification Alert
What is the fee for Replacing a Lost Key for a Safe Deposit Box?
What is:$25.00
Miscellaneous Fees Listing
What Dept. assist Customers with Regions Quick Deposit?
What is: Client Services
Deposit Services for Business Customers
Can Now Card customers see their accounts online?
What is: Yes.
Once the permanent Now Card is activated, the customer will be able to view the account through Online Banking after 24 business hours. Temporary cards are not supported through Online Banking.
What is the Garnishment fee & What information do we give to the customer to have it removed?
What is: 100.00
Provide the Lawyers number and Court it was processed through Number and/or location
Can IOLTA/IOTA accounts enroll in OLB?
What is: 💻 No.
If online access is needed the customer should be placed on iTreasury or iTreasury Small Business
What is the fee for our Cashiers Checks?
What is: $10.00
Miscellaneous Fees Listing
How long does a customer have to deposit funds before an OD Fee is assessed to the account?
What is:1 business day.
What Overdraft Services Does Regions Offer
Can a Non-US Citizen access Online Banking?
What is: Yes.
Customers will receive an Enrollment ID from the branch to complete the enrollment process.
Can Resident Aliens (Non-US Citizens) Access Online Banking
When will the VCC work after a credit is made into an account that has a Closed-O status?
What is: Once the credit has posted the VCC will work the following business day. **Be sure to make mention it will take 3 biz days for ACH to debit without receiving a Frozen Status.
For Ex: Cash/Check Deposit made Saturday will post Monday night VCC will work as of 6 a.m. Tuesday
Cash App sent on Fri/Sat/Sunday will post Monday night VCC will work as of 6 a.m. Tuesday
Cash app sent on Monday, will post Tuesday night VCC will work as of 6 a.m. Wed
Can you change the account type in Afterhours?
What is: 💻 No.
Sugg Scripting: "Mr./ Mrs. Customer, after normal business hours we are limited as to the information and transaction times available to assist with <insert the request type>. Provide the customer with the appropriate phone number and hours of operation to call back to complete their request."
After Hours Banker Duties Overview
If a Trust account doesn't have a dedicated Trust name, how area the credentials reset?
What is: Transfer the call to a member of leadership to assist with the credential reset
How to Reset a Customer's Username, Password, or Security Questions
If the customer's comments related to the CFPB refunds meets the criteria for a complaint, what's the correct Complaint Category to use?
What is: APSN Consent Order
Current Remediation Efforts
Can you verify OR confirm the customers User Name?
What is: No
How to Reset a Customer's Username, Password, or Security Questions
*Educate on Self-Serve (retrieve current UN per Full Site) or Offer to reset to temp UN
How does an account receive a Cash Advance Fee?
What is: Whenever the Regions Checkcard is used to withdraw cash with the assistance of a bank employee at a Non-Regions Bank
Miscellaneous Fees Listing
Can VISA 911 possibly assist if the address is international?
What is: 💻 Yes, if the country isn't on the OFAC list.
What is Visa 911
Are Business Accounts eligible for OD Grace?
What is: No
What Overdraft Services Does Regions Offer
Can a Now Checking have SOC?
What is: No. There is no Standard Overdraft Limit available to cover the account balance but customers can have ODP.
Now Checking Benefits, Features, and Referral Guidelines
Can you reset credentials for Mortgage customers?
What is: No.
What is: Yes!
How to Authenticate a Business Deposit Account Customer
Important: Signers listed on the business profile who have been authenticated following process outlined in How to Authenticate a Consumer Customer do not require additional authentication to assist with accounts (personal or business) listed under the profile associated with their SSN.
What is the fee for being Nice?
What is: 💻Free!!!
It cost absolutely nothing to be Nice!!