ICDP
Do not discourage clients 21+ from including this form of income for a credit request.
What is spousal/household income?
Don't forget to complete these 3 steps when a client calls about a fee assessment.
What is a RYH, educating the client on why the fee was assessed, and providing options to avoid the fee (if client requests).
Initial notifications should not be connected to this team.
What is Estate Servicing Operations (ESO)?
This type of fee does not indicate if a client is delinquent.
What is a late fee?
A non-bank client complained about the wait time in order to report an out of order ATM. They refuse to provide their name. Submit the complaint under this name.
What is Not (first name) and Provided (last name)?
Disclosures must be read in this format for every request.
What is verbatim?
What is a late fee?
Connecting your client to Estate Servicing? Stay on the line for this amount of time before dropping the call.
What is 2 minutes?
A delinquency dispute due to bank error requires this.
What is a complaint tracking number?
All complaints must address these 3 important questions.
What is: What did the client say? What did you discover? What did you do & advise?
These clients must have an independent ability to pay and cannot include non-applicant funds.
What are clients under 21?
"I feel this is unfair and will close my account!" is an example of this type of refund request.
What is an indirect refund request?
This tool will provide directions for all deceased client calls.
What is the Guided Assistant Tool?
This type of request is required to remove a delinquency reported on the client's consumer credit card account(s).
What is a Customer Service Adjustment (CSA)?
Certain allegations of potential non-compliance complaints are labeled this.
What is an elevated risk complaint type?
Never accept a range when accepting this information from the client.
What is total gross annual income?
Your client states they were never provided with written disclosures when they opened their account at the local branch and now they want their $12 MMF returned. Run the tool under this reason.
What is an alleged bank error - Client Misinformed by Associate?
Select this caller type for non-account holders / non-authenticated callers reporting a death or inquiring about a deceased case.
What is Third Party?
What is the Social Security Number (SSN)?
No further action is required by the bank.
What is a resolved complaint or a "yes" resolution?
This disclosure will advise clients about a possible re-allocation of credit to fulfill their request
What is High Line Redistribution (HLR)?
Your client states we did not remove a stop payment for their mortgage servicer as requested 2 weeks ago, now they were assessed a late fee by their mortgage servicer. This type of refund request is escalated to a leader.
What is an external / 3rd party fee?
Deceased authorized users will be removed within this timeframe after the initial notification.
What is 45 calendar days?
Secondary review is required on all dispute submissions. Provide your client this turnaround time for a written response.
Do not include this type of information in the free-form fields when documenting a complaint.
What is Highly Restricted Confidential Information (HRCI) and Non-Public Personal Information (NPPI) ?