Authentication
How many pieces of authentication is needed for a consumer customer ?
4
What all can we reset for the customer?
1. Username
2. Password
3. Security Questions
How long should we quote hold times?
2- 3 minutes
Who is the CEO ?
Big JOHN aka John Turner
True or False: We can change card limits in the card center.
True
False
True or False: A customer can reset their password in the app.
What is the dead air script?
"I apologize but at this time I am unable to hear you. If you need assistance, please hang up and dial 1-800-REGIONS. Thank you for calling"
Fill in the blank: Regions strives to make banking ___ for the customers.
Easy
How long will it take a refund to post from a merchant ?
3-5 days.
How many pieces of information do we need to verify a business customer?
6
What is the format for RAMS usernames
last4 of ssn+ current year+ first name first and last initials and Last name first and last initials.
example: Customer Jazmin DeLoach
12232023JnDh
When do we use the warm transfer option?
When transferring to a SUP
What is the attendance line number?
Attendance Line IVR at 1-888-664-SICK (7425)
What do you use to review card declines?
PCCS View
Can a POD Beneficiary request a balance on a account?
NO
Can business customers reset online banking from the business profile?
no. we must verify the business then go back and pull the customer profile.
What should we provide to a customer before transferring them to a different department?
The phone number to the department and the hours of operation.
What would code if you have to use the potty?
PERSONAL
True or False: A customer card can remain open per their request if they have fraud on the account.
False- all fraud cases the card will be closed.
What information is needed to access a Now card in RAMS?
The card number! This is the only product we can pull with a card number. Now card numbers are the account numbers for that product
Can a Co-owner reset another co-owner profile for Online Banking?
No. OLB is done per customer. Only the customer who is logging in can reset the online banking.
How long should you wait if a customer places you on hold?
2 minutes, then read dead air script
How much time are you allowed in Not Ready each day?
None!!! avoid coding not ready as much as possible
Can we release multiple pending transactions on account?
Depends on the transaction. Best practice is to pull the KRIS Doc- Servicing a Checkcard/ATM or Business Expense Card