REO
Assume the member's name as it appears in portal is Christopher Smith III. When you ask the member for his name, he says it is Chris Smith.
What information must you also confirm and provide sample verbiage on how you would obtain it.
Confirm the full name and suffix.
Sample verbiage: "Is Chris your full legal first name? Do you have any suffixes in your name?"
Assume the member's mailing/physical address is 10750 McDermott Freeway, San Antonio, TX 78288. When you ask the member for her address, her response is that her address is 10750 McDermott, San Antonio, TX 78288.
What information must you also confirm and provide sample verbiage on how you would obtain it.
Confirm the rest of the street address.
Sample verbiage: "Is that McDermott Ave, boulevard, street, etc?"
Assume the member's occupation is pre-filled stating that they are a student. When you are asking the CDD question about their current occupation, you ask "Are you still currently a student?"
What was done incorrectly?
You cannot confirm pre-filled occupation details. You must ask the question open-ended.
Sample verbiage: "What is your current occupation?"
You ask a member if they are a US citizen as part of the application process, but did not ask that question for each co-applicant or additional accountholder. What was done incorrectly?
You must confirm country of citizenship for each co-applicant or additional accountholder. For example, if the member is a US citizen, you can't assume their spouses, children, etc are also US citizens. The question must be asked for each individual.
You are filling out an application for a member and realized you selected the wrong drop-down option for a member's answer to a CDD question. What action should you take?
Go back to that page and record the correct response. Some CDD questions like recording annual income or occupation may use drop-down menus, and you must select the correct response for those CDD questions.
Assume the member's name as it appears in portal is Katherine Williams When you ask the member for her name, she says it is Major Williams.
What information must you also confirm and provide sample verbiage on how you would obtain it.
Confirm first name.
Sample verbiage: "May I also confirm your first name?"
Assume the member's mailing/physical address is 529 Main Street, Highland Falls, NY 10928. When you ask the member for her address, her response is that her address is 529 Main Street, Highland Falls, NY.
What information must you also confirm and provide sample verbiage on how you would obtain it.
Confirm the zip code.
Sample Verbiage: "What is the zip code for that address?"
When you receive a call from a member who has an amber alert for an occupation update, what 3 things must you collect from the member?
Employment Class
Industry
Occupation
Per PRO25401
If a person is not a US citizen, what sort of information must you obtain about them for an application?
Answers may include the below information:
country of citizenship
resident alien vs. non-resident alien
permanent resident card number and expiration date
passport information
PRO19389 - deposits
PRO28871 - deposits
PRO19238 - credit card
PRO11104 - consumer loan
A member calls in wanting to open a bank account and introduces herself as "Captain Miller." When you get to the KYC part of the application, what must you confirm in regards to Captain Miller's name?
Confirm the member's full name. Ask Captain Miller for her first name
Assume the member's name as it appears in portal is Ramon Rodriguez Sr. The member is opening an account for his minor son. When you ask the member for his son's name, he says it is Ramon Jr.
What information must you also confirm and provide sample verbiage on how you would obtain it.
Confirm the last name.
Sample verbiage: "Is Ramon Jr's last name also Rodriguez, or is it different?"
Assume the member's mailing/physical address is 125 Prince George Street Apt 4d, Annapolis, MD 21401. When you ask the member for her address, her response is that her address is 125 Prince George Street, Annapolis, MD 21401.
What information must you also confirm and provide sample verbiage on how you would obtain it.
Confirm the apartment number.
Sample verbiage: "Is there a unit number or apartment number for that address?"
During an application, a member refuses to answer questions regarding their occupation. What must you advise the member?
If the member refuses to answer any of the CDD/KYC questions, the application cannot be submitted.
Per PRO19238
A member calls in to open an account with themselves and their minor son. You ask the member for their citizenship status, but then you assume since the member is a US citizen, that the son is as well. What was done incorrectly?
You must ask for each accountholder or co-applicant's country of citizenship. You cannot assume that they are all US, even if the parent is.
You ask a member if they are a high-level elected or appointed foreign government official, or a relative or close associate of one, and they respond with a "yes." How should you proceed?
Ask the member for that person's relationship to you (whether it is self, family member, or close associate), and ask for the first and last name of foreign government official.
PRO19389 - deposits
PRO11104 - consumer loan
PRO19238 - credit card
Assume the member's name as it appears in portal is Louise Ann Lewis. When you ask the member for her name, she says she goes by Ann Lewis because she doesn't like her first name.
What information must you also confirm and provide sample verbiage on how you would obtain it.
Confirm the member's legal first name.
Sample verbiage: "May I also confirm your legal first name?"
Assume the member's mailing/physical address is 1855 Telstar Drive, Colorado Springs, CO 80920. When you ask the member for her address, her response is that her address is 1855 Telstar Drive.
What information must you also confirm and provide sample verbiage on how you would obtain it.
Confirm the city, state, and zip code.
Sample verbiage: "Can you confirm the city, state, and zip code for that address?"
During an application, you ask the member for their occupation. They state that they are a teacher, which is already pre-filled, but the employer name that they provide you is not the one that is pre-filled. When you update the employer name, what else must you do?
You must also ask what the industry and employment class are.
Sample verbiage: "What industry should we list that under? For the employment class, is that considered self-employed, private sector, or public sector?"
You ask a member for their country of citizenship, and they respond that they are a native New Yorker. You proceed with asking them the next KYC questions. What was done incorrectly?
You still must confirm that their country of citizenship is the US.
When you ask a member for their occupation, they respond that they do not have one. How should you respond?
Ask clarifying questions to confirm the member's situation.
Sample verbiage: "Are you considered either unemployed, a student, retired, or a homemaker?"
Assume the member's name as it appears in portal is Ronald Jones IV. When you ask the member for his name, he says it is Mr. Ron Jones.
What information must you also confirm and provide sample verbiage on how you would obtain it.
Confirm the full first name and suffix.
Sample verbiage: "Is Ron your full legal first name? Do you have a suffix in your name?"
Assume the member's mailing/physical address is 17200 Commerce Park Blvd, Tampa, FL 33647. When you ask the member for her address, her response is that her address is 17200 Commerce Park Blvd, Tampa 33647.
What information must you also confirm and provide sample verbiage on how you would obtain it.
Confirm the state.
Sample verbiage: "What state is that address in?"
You ask the member for their occupation, and they say they are a disabled veteran. What would you do next?
Sample verbiage: "Thank you so much for your service. If you are not currently working, are you considered retired, a homemaker, unemployed, or a student?"
The member would like to open an account for his minor son. When doing the application, you notice the son has an amber alert for citizenship information. What must you do?
Ask the member for his son's country of citizenship and update it under the personal information section or the amber alert. Do not assume that it is the same as the father's country of citizenship.
You ask a member for their mailing and physical address when you are completing an application for them. They respond with "It's the same as what's on file." How should you proceed?
You must have the member verbally confirm their mailing and physical address for the KYC portion of the application.
Sample verbiage: "To be compliant with banking regulations, can you please confirm your full mailing and physical address?"