EBS
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”
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
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
Queue is asking for FCRA_cfi+04 what are we requesting when we contact customer?
Docs for Address verification
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.
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.
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
What is the notation and drop downs for MLA?
No contact, receive LP result, other result
Does not possess/ does possess
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.
How long is a voe result good for?
7 days
1 Bank statement and a voided check if a credit union.
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)
When notating employment details what should be included in your notation?
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
What employment details are needed before completing voe?
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.
What is the correct way to notate KBA passed?
And attach the kba result to cases
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
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.
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
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
Model Pass Calc Pass verify account type savings
How would we process this once the bank statement has been received?
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)
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.