Money Movement
What options can a customer fund their CD account AFTER the application?
Check, wire, or internal transfer
What system do we use to research debit card activity?
Payments One
How long do we quote for ACH transfer timeframes?
2-4 Business days
Name
Last 4 of SSN
MMN
DOB
What type of 2nd level verification method should we attempt first if the customer is calling in with a Cashback Debit Account?
XID. If the customer has their debit card available we should attempt XID before anything else.
What is the limit for official checks to be sent to customers?
THE LIMIT DOES NOT EXIST
When we hear the term 'external account' or 'transfer funds' what system should we turn to?
Compass
How long do documents take to be reviewed and worked if submitted via Secure Document Upload (SDU)?
24-48 HOURS
What type of freeze only needs 1st level to be completed?
Account freezes - Debit, Credit, or total freeze does not require any second level to be completed to add or remove
If XID is not an option or not applicable for customer, what is the next 2nd level verification option we should attempt?
$25
What system allows us to see what the customer can see on the account center?
Esolutions > CIF Emulation
5-10 Business Days
Yes! We would pass this as they stated the correct last name. Now if we have "Marie Smith" on file and they only state "Smith" this would NOT be a pass.
In what instance would we not need to complete 2nd level verification when closing an account?
If the balance is down to $0, we do not need to complete 2nd level to close it out.
What is the minimum requirement for a national CD/MMA to be opened with?
What system allows us to check Zelle and/or Bill Pay activity?
Customer Service Tool (CST)
How long does an expedited debit card take to reach a customer?
1-2 Business Days
Customer states their name as Jeff when we have Jeffrey on file. Did they pass first level?
Yes! Since this is a clear nickname for Jeffrey, we would consider this a pass.
TRUE OR FALSE:
Mothers maiden name can be released after completing 2nd level verification
False! We are never able to provide the MMN we have on file. After completing 2nd level we can only update it to what it 'should' be.
What is the cutoff timeframe for an external transfer initiated on the Discover Bank account center?
5PM ET
Fill the blank:
Expedited official checks will be delivered in ___ business days if the request is submitted prior to 9:30 p.m. ET.
If an expedited official check request is submitted after 9:30 p.m. ET, the official check will be delivered in ___ business days.
Expedited official checks will be delivered in three business days if the request is submitted prior to 9:30 p.m. ET.
If an expedited official check request is submitted after 9:30 p.m. ET, the official check will be delivered in four business days.
What ways can we search a customers profile to complete 1st level authentication?
Account number
Debit card number
Phone number
SSN
CIF (internal use only)
Full name
How many times should we attempt to send a code via Out of Band (OOB) before moving into OOB Fallout?
3 times