KYC & Info Updates
Account Servicing (system)
Maintanence Requests
Payments/Transfers
Year-End
100

what does KYC stand for

Know your customer

100

How to access account servicing

From the homepage > systems > account servicing

100

The system we use to change a customers DDA account type

DASH

100

The system we use to process a transfer from one M&T account to another

CPS

100

The system we use to send duplicate tax forms

AND

The system we use to send out statements of interest

TPX (will exccept IRYE)

AND

CPS

200

Level of Authentication to update a customer's address

Enhanced

200

Describe what it means to create a new combined statement

add multiple accounts to the same statement

200

Name 3 card maintanence options we have in CPS from the VDR screen. (Hint: From the available options menu)

Close card, Reissue card, Report Lost/Stolen, Reissue PIN, Reissue HOT Card

200

T or F: A reciept will be sent to the customer automatically after every transer

F. we need to check the box if they want one mailed (we always check the box if over $1000)

200

This is what we can send out when a customer requests interest paid/earned information that M&T has not reported to the government 

SIRS or Statement of Interest

300

Level of authentication to complete a remediation/refresh if our customer recieved a letter

Standard

300

FULL list of criteria to close a DDA account over the phone

  • Account is at a zero balance
  • Account is not an interest-bearing account
  • Account is overdrawn by service charges 
    • $38.50 or less if fees assessed prior to 4/21/22
    • $15.00 or less if fees assessed after 4/21/22
  • No outstanding checks
  • No pending debits or credits to the account
  • No interest paid to the account from another account
  • No Safe Deposit box annual rental fee
  • All restraints must be removed from the account
    • Including Stop Payments
300

The number of Overdraft fees AND Non-Overdraft fees we can waive per account per calendar year.

1 OD fee and 2 Non-OD fee

300

The level of authentication we need to complete a transfer

Enhanced

300

How far back a customer can request a past Statement of Interest on a DDA account

7 years

400

The customer has 30 days to respond to the Exit Letter and provide the missing information or a _____ restraint will be placed on the account

1-27

400

We must verify this before mailing statement copies to our customers. Hint: I am looking for something that is NOT part of authentication

mailing address

400

Our response when a customer asks why their account went dormant.

Will accept a wecare response that includes:

-security/safety of the acct

-due to inactivity

400

T or F: Transferring funds out of a dormant account will remove the dormant staus

F. Once in dormant staus it cannot be removed by simply performing a transaction. We also are not able to process a transfer from a dormant acct without removing the status

400

The time frame that the 1099-INT Interest Earned forms get sent out. 

Hint: I am looking for specific dates

January 12, 2025 through January 24, 2025

500

When updating a customer's address, what other information must we confirm?

Phone numbers, employer, occupation, DOB, and citizenship

500

5 account titles that cannot be closed by TCC

  • Estate
  • Trust
  • Surrogate Court Appointed 
  • Custodian (UTMA/UGMA)
  • Rep Payee


500

Price of standard checks for an M&T Premium Checking Account

FREE

500

List 3 other options the customer has to transfer funds.

Online Banking, branch, and IVR

500

The steps in TPX to order duplicate tax statements for all accounts linked to a specific SSN 

  1. Type 1 at Customer TIN Menu, press Enter
  2. Complete the following fields, then press Enter:
    • Customer TIN Statement Information – enter 1
    • Bank Number – enter one of the following:
      • Enter 00001 for M&T Bank
      • Enter 00097 for Wilmington Trust, N.A
    • TIN – Enter customer’s Social Security Number or Taxpayer Identification Number
    • Account Number – Enter account number (if needed
  3. Type N next to any individual account listed, press Enter
  4. Type S in the Select Code field, press Enter 2 times
  5. Select ENTER until Account Updated message appears at the bottom of the screen to confirm the request was processed and a duplicate statement will be sent to the customer.
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