Disputes
Stop Pay
Fraud
Opening a checking/savings acct
Closing a checking/savings acct
100

What is the title of the Matrix for disputes?

Deposit Disputes & Stop Payment Table of Contents - Deposit Servicing

100

What is the title of the Matrix for stop payments?

Deposit Disputes & Stop Payment Table of Contents - Deposit Servicing

100

Which KC is your GO-TO for possible fraud alerts?

Review Suspicious Debit Card Activity (Auto Dialer/Fraud Detection/Pin Change)- Deposit Servicing


PRO57930

100

What is the title of the Matrix for Opening a new acct?

Originations Quick Reference Matrix – Deposit Acquisitions

PRO36476

100

What KC do you reference for closing an acct?

Close Checking or Savings Account - Deposit - Servicing

 PRO24240

200

Which KC is your GO-TO for reviewing auto-dialer alerts? (FICO ALERTS)

Review Suspicious Debit Card Activity (Auto Dialer/Fraud Detection/Pin Change)- Deposit Servicing

PRO57930 

200

Who can add a debit card Stop Payment?

Stop Payment on Future Recurring Debit Card Transactions – Deposit Servicing

Any account holder may request a debit card stop payment, the cardholder does not have to make the stop payment request


PRO28833

200

For debit card FRAUD, which KC would you utilize?

 Initiate Debit Card Fraud Dispute (ATM Withdrawal/POS/Signature) - Deposit Servicing


PRO30393

200

How many days does the mbr have to sign and return the signature card?

Open New Checking/Savings Account in Portal - Deposit Acquisition

Step 18:  If you do not sign and return your Signature Card, your account will close in 90 days. 

 PRO19389

200

what KC displays the error messages you encounter when closing an acct?

Close Deposit Account Error Codes - Deposit Servicing

PRO36692

300

For a NON-FRAUD debit card dispute, which KC would you utilize?

Initiate Debit Card Dispute (ATM Withdrawal/POS/Signature)- Deposit Servicing

PRO19438 

300

Where do you go to view Stop Payment history?

Stop Payment on Future Recurring Debit Card Transactions – Deposit Servicing

Debit Card Stop Payment Inquiries and Cancellation Requests

  • Stop Payment history is available in View Account Service History located from the Account Action dropdown in Portal. 

 PRO28833

300

A member must be high risk or high risk plus to remove a fraud block?

Review Suspicious Debit Card Activity (Auto Dialer/Fraud Detection/Pin Change)- Deposit Servicing

Step 5:

  1. Complete High Risk-Plus Authentication.

PRO57930

300

Where can we find "alternate funding" for USAA mbrs?

Open New Checking/Savings Account in Portal- Deposit Acquisition

Under: Alternate Funding for USAA Members 

PRO19389

300

What is the first thing that needs to be determined when closing an acct?

Close Checking or Savings Account - Deposit - Servicing

Determine who will handle the account closure

PRO24240

400

Which KC do we reference when a mbr is calling for an update on his dispute case?

Automated Clearing House (ACH) Credit Dispute - Deposit Servicing

Existing Dispute Inquiries & Case Update

PRO34302

400

what process do you follow when a transaction has previously posted over 180 days ago?

Stop Payment on Future Recurring Debit Card Transactions – Deposit Servicing

Submit Debit Card Stop Payment Using Exception EWL

  • For a debit card stop payment transaction that has previously posted and is greater than 180 days.

    PRO28833

400

For the STATUS of a debit card fraud dispute, which KC would you utilize?

Debit Card Fraud Dispute Existing Case Inquiries - Deposit Servicing

 PRO37264

400

If the new acct is funded with $0 balance, how many days does the mbr have to fund the acct?

Open New Checking/Savings Account in Portal - Deposit Acquisition

Step 19:The account must be funded within 75 business days to avoid closure

PRO19389

400

Who can close an acct? 

Close Checking or Savings Account - Deposit - Servicing
Checking and savings acct closure:
The primary or secondary account holder (adult or minor) can request to close a joint deposit account. An individual who is not an account holder, even if he or she is a parent or legal guardian, cannot request to close an account a minor is on.

 PRO24240,

500

If mbr is missing direct deposit/expected the DD to post, which KC do we reference?

Automated Clearing House (ACH) Credit Dispute - Deposit Servicing

PRO34302

500

What do you do when a debit card stop payment is ineligible?

Stop Payment on Future Recurring Debit Card Transactions – Deposit Servicing

Under: Identifying Transaction Types

  1. Place an ODOC with the following details:
    • Summary Line: Ineligible Debit Card Stop Payment
    • Body of ODOC:
      • Merchant name
      • Last 4 digits of card and account number
      • Dollar amount
      • Date of transaction
      • Transferred call to ERT
  2. Warm transfer the call to Executive Resolutions Team (ERT).
  3. Advise the ERT Senior of the following: Member is requesting a debit card stop payment and cannot locate the transaction.

    PRO28833
500

Which KC outlines what to do when a fraud alert is sent out on a closed card? & which STEP in KC is that?

Review Suspicious Debit Card Activity (Auto Dialer/Fraud Detection/Pin Change)- Deposit Servicing

Under: Review Suspicious Activity (Fraud Detection)
step 2: 

  • In some cases, an alert may be sent on a Closed or Hot status card. Advise the account holder to respond to the alert to prevent additional alerts.
500

What are some limitations of opening an acct when EXP coded?

EXP Officer Code - Deposit - Servicing
Member and Account Impacts due to EXP Code

  • Members with existing accounts may not be able to use external deposit accounts or external credit cards to open a new deposit account.
    PRO19612
500

How long does it take for the acct status to update?

Close Checking or Savings Account - Deposit - Servicing
Step 16: The account status may take up to one business day to reflect the change. 

PRO24240

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