What's the REG??
What's the Process OR PRO?
Who's that caller?
100

Debit card dispute transactions are covered by which REG?

Regulation E: Electronic Fund Transfers (EFT)

100

When a member calls in and asks to transfer funds between accounts what process do you use?

PRO25276 One-time Funds Transfer in Portal

100

If portal displays a blank portal what are all the options we can ask the member? 

USAA NUMBER, ONLINE ID, SSN, Phone number, email address, and Account type & number. 

200
Name the regulations covered when opening a new checking/savings accounts: 

Regulation E: Electronic Fund Transfers (EFT)

Regulation D: Reserve Requirements of Depository Institutions

Regulation DD: Truth in Savings

Regulation P: Privacy of Consumer Financial Information

200

If a member calls in stating that they never received their check order what process do you use?

PRO19426  - Order Inquiries.

200

Where can you find the KBA questions? 


Quick tools, all tools, member authentication.  OR Quick tools(favorites)

300

Deposit holds are covered by what regulation? 

 Regulation CC: Availability of Funds and Collection of Checks

300

If a card holder calls in and their card is being decline and the decline reason is  Consecutive Declines, what PRO do you use to assist you?

PRO19436 - Card Declines and Error Messages - ATM/Debit Card Maintenance - Deposit Servicing

300

When manually authenticating a member and If the caller cannot provide appropriate responses to verifiers asked, it is considered a fail and proceed to what step? 

Profile recovery 

400

Prior to 4/23/2020 Savings accounts were limited to 6 debit transactions due to what Reg? 

REG D - Reserve Requirements of Depository Institutions

400

If a member calls about accounts being in credits only by Fraud and review has been completed what process or PRO do you follow?

PRO19415 - Credits Only 

400

(TRUE OR FALSE) The pin number, phone password, and security codes MUST be repeated back to the caller? 

FALSE

500

When discussing Annual Percentage Rates (APYs) with members, what regulation is covered? 

Regulation DD: Truth in Savings

500

Which PRO do you use if a member doesn't understand why they were charged an nsf fee when the funds were available in their account??

PRO19515 - Account Balance,NSF,OD BATCHING



500

Name 4 request/transaction that require members to be High risk plus authenticated? 

  • Add a new DDA account, 
  • Alternate Address requests
  • Create/Update USAA PIN or Passwords
  • High Profile Member
  • Official Check requests
  • not all inclusive.
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