Complaint/Feedback
Member opted-out of ODP and is still incurring ODP fees.
Complaint
Closing an account requires what level of verification? Tier 1, tier 2, or no verification needed?
Tier 2
An application was started in branch, and member is calling in to try to finish loan, but collateral inspection wasn't completed, what should happen next (member and collateral are in footprint) ?
Member needs to bring collateral to branch for in person inspection. Inspection procedures follow where the app was originated.
This type of error happens when not having both members sign to take someone off the account
DOJ (deletion of joint) error.
What is Morgan's favorite candy bar?
Payday or Nutroll
Member cannot login to his online account and is having problems with the mobile app.
Feedback
Member dissatisfied with a MACU product.
Member saw we have sweet CD rates and calls in to open one. What tier verification is needed? Tier 1, tier 2, or no verification because we love CDs?
Tier 1 verification
What would the minimum number of pictures to complete a collateral inspection be?
3, VIN, Odometer, and exterior of vehicle
For ITIN lending the Service Center can accept notarized copies of the ITIN Letter, true or false?
True
What is the new core system (symitar replacement) called?
KeyStone
Member is receiving conflicting information about loan rates. Employees are offering different rates than what the website lists.
Complaint
On an outbound call we require two of four verification points, which of the following are not on the list?
Full Name, Date of Birth, Last six of Social, Email Address, Full physical address
Last Six of Social
What is a circumstance MACU doesn't require a collateral inspection?
ALPS doesn't require it, franchise dealer, indirect dealer, Tesla, carmax, carvana, cabelas, bass pro shop.
MACU tracks errors from Massive errors, down to returned cashiers checks through this program
ACES
Starting in December, In ALPS, address validation works through what common tool?
Google Maps API
Member complains that MACU will not allow a Representative Payee to withdraw money from the drive-up.
Feedback
Existing member calls in to start a new auto loan application, what tier of verification is needed before starting application (tier 1, tier 2, or none)
Tier 1 Verification
During the loan process, the member brings up the vehicle isn't working because it requires transmission work. They are getting the loan to pay for this, can MACU proceed with this loan?
No, vehicle must be in working order to be collateral for a loan.
This error happens when you have an app in your queue past 30 days
REG B
MACU's retirement campaign this year is what? (name or mascot is ok)
Get your ducks in a row
Member disputed information that MACU reported to credit reporting agencies. MACU responded to the dispute but member continues assert the information is being reported incorrectly.
Complaint
When you ask the member for their codeword, the member says "Oh it's May or Billybob" How should you proceed?
Providing multiple codeword is considered failed verification, at this point move to other verification methods.
For boat loans what two other VINs are commonly needed to be uploaded to the app, and with supporting pictures provided?
Trailer, and motor
This error happens when you don't get important personal or address information correct
CIP
This weeks morning meeting was provided by who?
James White