ATMs
You notice yellow banner on ATM screen
Call ATM TOC or message "atm_branch_cafe_care" or "atmtoc-l1-ts-support" on SLACK
Nearest branch to cash an On-us check
Houston
Customer needs to find username
Profile & Settings Tab/Sign-in Help
Customer wants request Cash Advance Pin but they are unable to do it on the app or website
Connect the customer with credit card servicing agent and set the expectation that it is system generated and will be mailed out OR refer customer for cash advance at full service bank
Customer asks what ATMs are free to use
Allpoint, MoneyPass, Capital One branded
Customer wants to do cash advance from a credit card at the ATM and asks what is the max allowed
$400 including the cash advance fee
Customer comes in and wants a Cashier's Check today
Austin Branch
You notice a hold on deposit in customers account
Check Notes tab and call BASL 1.1 if needed
Customer wants to dispute pending credit card charges
Advise customer to wait until transactions hard post before disputing
The way you deposit cash at CVS
On app, select 360 Checking account, scroll to the bottom, click 'ADD CASH IN STORE", follow prompts, have cashier scan barcode, hand cash to cashier
Customer deposits check at the ATM and asks when the funds will be available
Generally, the next business day
Lakeline and Willow Creek offers drive thru and lobby teller services
False/No
Customer wants to update address but is unable to do it online
Profile & Settings tab, Under "Adressess" click the pencil icon to edit
Customer wants to request credit line increase but unable to process via app or website
Connect the customer with credit card servicing agent for assistance
Daily and monthly limit to deposit cash at CVS and limit for this type of transaction per month
$999, $4,995, 5 transactions
ATM contractor comes in and says they need to do some work on ATM but no work order exists
Ask discovery questions, verify ID, call Sentry, wait for further instructions from Sentry
Customer needs to send international wire
Only at branches for business accounts Monday-Friday before the cutoff at 2pm CST
Customer wants a replacement debit card ASAP
Debit Card tab
Customer wants additional information on the Venture X card outside of what we are able to view on Pinpoint, CO website, and APEX
Connect customer to credit card service agent
Funds availability when cash is deposited at CVS
Immediately
Procedure to retrieve card from the ATM
Get the customer ID, pull up Pinpoint, locate ATM model, retrieve hood key from lockbox in office, take place card from HUB, open ATM, locate drop card tray, take debit card from tray and replace with placeholder card, verify matching names on card and customer ID, fill out google form.
Customer requests a Medallion stamp
Austin branch by appointment only with branch coach
Call CPR 5.2
Customer disputed credit card charges, case was resolved, customer was denied, and does not agree with investigation decision
Call credit card services to get customer connected to fraud department for more information on decision
Customer wants to withdraw cash but unable to get to a cafe or branch and does not want to pay an ATM fee
Refer the customer to the nearest CVS to utilize ATM