We have to do what?
Submit you notes on what you did on the account
Ah calls in and has some complaints about the app and how they are able to use it. What do you do with what they told you?
Fill out a feedback and complaint form
Ah fails 2 of 4 pieces of verification for their profile, what is your next step?
Transfer to BFU
True or false: The following is a defect- The agent did not use appropriate talking points
True
True or false: You need to notate ALL systems used on a call
True! Any system that you use that can be notated needs to be notated
True or false: Not notating is a defect
TRUE
True or false: After second level verifying you can provide the ah with the full debit card number.
False- Only the last four
Application pulls up in almanc, before we can confirm the existence of an application what is your first step?
Verifying Name, SSN, DOB and MMN
You make and outbound call to and account holder, what do you do before talking about the account?
Ask if you are speaking with the AH and identify yourself with the call recording disclosure
If an application doesn't pass tools what system and section do you notate?
Almanac and Action notes
Why is it important to notate?
To make sure all of your actions are tracked and to let the next agent know what was done on the account
True or false: CIP Exception cannot be notated
True but CIP Verification can be
What information needs to be notated on an application?
Ah calls in but provides the wrong mothers maiden name, that was the only thing they got wrong, what is you next step before updating and proceeding with the call?
Complete second level verification
True or false: We can let the ah know what the MMN that we have on file is once they are second level verified
FALSE
When working an application after pulling it up in almanc, what is the most important step before submitting and closing out of the application
NOTATE NOTATE NOTATE
When do you need to transfer and Debit Card increase to BFU?
Account is under 90 days or there has been and ACH or Check deposit in the last 10 days or there has been and update to personal information
You are assisting a peer with looking at an account, what do you need to do before closing out of the account in atlas?
Notate (ie PEER ASSIST// NAT)
What do you do when and applicant passes with tools?
Notate the application that they have passed, add the document notes for the tool that passed and notate in the action section (must have all answers to get points)
When an applicant calls in and their application is fraud, what steps do you take before transferring to BFU App Review
First level verify and Notate the application