EBS
Docs
Misc Processes
FCRA
VOE
100

What is the proper notation and drop downs used for EBS Not Supported*(abv:ENS)?

no contact, make LP Request, request EBS



EBS not supported.  “The xyz bank does not currently support ebs or routing number does not match a valid known institution”

100

What are the Doc Requirements during call for TBS?

 Must include all pages of the bank statement and include the following:

  • First and last name (of the customer who applied, if a joint account);

  • Account number;

  • Bank name and bank logo

  • Beginning and Ending balance for at least one full month;

  • Indication that it is a checking account

  • Must be in pdf or jpeg format

100

Auto Approve+FCRA_cfi+03

How would we process this?

Take the Auto approve result

Call for FCRA_cfi_03 Verbal confirmation and kba

Request ebs

*FCRA, 2,3,18 require passing ebs in order to be qualified for Auto Approve

100

Queue is asking for FCRA_cfi+04 what are we requesting when we contact customer?

Docs for Address verification

100

TRUE OR FALSE?


WHEN Calling an employer for voe and they ask for the customer's full ssn number we can give it to them for verification? 

False


If an employer requires the full SSN we can offer the last 4 of the SSN and/ or the full DOB only.

200

Model: Pass Calc: Pass Verify First + Last name 

How would we process when Bank Statement received?

Attach TBS to case 

Verify Customers name is on TBS & account info on TBS matches portal.  

Verify account type is personal checking.  

Match 3 transitions between EBS & TBS.  


200

What are the doc Requirements for a Bank Letter?

  • First and last name;

  • Bank name and/or logo or on bank letterhead;

  • Routing number;

  • Account number;

  • Account Type (must be a checking account); and

  • Bank stamp and signature from financial institution

  • Must be in pdf or jpeg format

200

What is the notation and drop downs for MLA?

No contact, receive LP result, other result


Does not possess/ does possess

200

FCRA_cs+DO NOT CONFUSE WITH CONSUMERS OF SIMILAR IDENTIFICATION; VERIFY ALL IDENTIFYING INFORMATION


What is needed to pass this Alert?



No need to contact customer unless there is a Phone# in the alert, it will automatically pass.  

200

How long is a voe result good for? 

7 days

300
What is needed when ebs returns with less than 30 days of transactions?

1 Bank statement and a voided check if a credit union. 

300

What Docs are acceptable to request for verify DOB?

  • State ID or Driver's License (front and back)

  • Birth certificate

  • Passport (picture page of Passport Book OR front and back of Passport Card)

  • Permanent Resident Card (Green Card) or other Government Issued ID (front and back)



300

When notating employment details what should be included in your notation?

  • Employer's Name
  • Phone number verified from Google
  • Employer address
  • Google URL
300

FCRA_ifa+#HK#IFCRA INITIAL FRAUD ALERT: ACTION MAY BE REQUIRED UNDER FCRA BEFORE OPENING OR MODIFYING AN ACCOUNT. CONTACT CONSUMER AT      (123) 456-7890.  


What is needed to pass this Alert?

Contact Customer at # listed in FCRA alert to get verbal 

Confirmation that they applied

300

What employment details are needed before completing voe?

  1. Income source
  2. Company
  3. Pay frequency
  4. Pay per check
  5. ***If any of these employment details are missing in Portal, contact the customer for employment details. 
400

Model Pass Calc: Request 2ps

How would we process when the customer is self employed and sent in the docs needed for processing?

Upload bank statements to ocrolus 

Run both bank statements through the tbs calc

Take the result of each bank statement and decision account accordingly if no other documents are needed.

400
What are the doc requirements for Paystubs?
  • Two most recent paystubs based on customer's pay frequency
  • Customer's first and last name
  • Employer's name or 9-digit Federal Employer Identification Number (FEIN)
  • The dates the pay stub is valid
  • Gross and net pay for each pay period
  • If customer has multiple sources of income, please request 2 pay stubs from each source of income. 
  • Must be sent in pdf/jpeg file format
  • Applicable deductions from each pay period
400

What is the correct way to notate KBA passed?


  • KBA performed on 'customer name' kba_ssn_pass

And attach the kba result to cases 

400

FCRA_efa+#HK#EFCRA EXTENDED FRAUD ALERT: ACTION MAY BE REQUIRED UNDER FCRA BEFORE OPENING OR MODIFYING AN ACCOUNT


What is needed to pass this Alert?

Verbal Confirmation customer applied 

KBA needs to be done & passed

400

When calling an employer for voe and they state they use a third party website for voe can we use that website to complete voe?

No, in this case you would notate what the employer told you and the next rep to call will have to try to ask for the customer by name. 

500

Model: Pass Calc: Fail Verify Account Number xxx031

Customer sent in TBS that matches portal but does not match account EBS ran on what would your next step be?

Notate ebs ran on wrong account 


Upload TBS to Ocrolus & run through TBS calc to decision app 

 

500

What docs are acceptable for address verification?

  • State ID or Driver's License (front and back)

  • Bank statement dated within 35 days of application

  • Home deed/title or rental lease agreement

  • Most recent Paystub or electronic deposit receipt

  • Pension or retirement statement

  • Insurance policy: homeowner or rental

  • Utility bill (electric, gas, water, cable or telephone (land or mobile), dated within 90 days of application

  • Must be sent in pdf/jpeg file format

500

Model Pass Calc Pass verify account type savings 

How would we process this once the bank statement has been received?

  1. Once TBS received, verify that TBS matches the account on file
  2. Verify at least 3 transactions on the TBS match the EBS
    1. If the account is a personal checking account: Pass
    2. If the account is a savings/business account or does not adhere to TBS Document Requirements, then contact the customer to ask for permission to update their account to a personal checking accounts and withdraw the application
500

If Queue instructions were FCRA_cfi+03 

what all is need to pass the FCRA?

Verbal confirmation customer applied on Outbound call 

KBA needs to be completed/passed

EBS completed/passed (or 2 TBS if not supported)

500

What are the steps needed before calling an employer for voe? 

 Google the customer's Work Phone number. (Google search bar: "000-000-0000", ex: "877-392-2014")


a. If step 1 is unsuccessful, then Google the customer's employer.

EX. (Google search bar: "<Company from Portal> + <Customer state>", ex: "McDonalds IL")

b. Ensure that employer in Google matches employer in Portal.

c. Verify that employer website in Google is acceptable (first page of google only)

 

Copy and paste the accepted Google URL result into the LP case in Portal.

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