Application Fallout
Joint Owner
Account Opening
Debit Card Maintenance
Miscellaneous
100

What tool is ran first if an Application comes back as Lexis Nexis ID?

Innovis

100

What requirements must a potential JO meet to be added to an account?

  • At least 18 years old
  • U.S. Citizen or other U.S. person
    Note: For questions on how this is defined, advise to review the IRS' classification of taxpayers for U.S tax purposes at IRS.gov.
  • Valid Social Security Number (SSN)
    Note: ITINs are not accepted, including existing account owners.

    • SSN cannot begin (first 3 digits) with 000, 600, or between 900-999.
    • SSN cannot have second group (digits 4 and 5) as 00.
    • SSN cannot have third group (last 4 digits) as 0000.
100

What requirements must one meet when wanting to open an account? 

Does the applicant meet the following requirements:

  • For custodial accounts, custodian must be at least 21 years old and minor/owner must be under 18 years old
  • For all other account types, at least 18 years old
  • U.S. citizen or other U.S. person
    Note: If an applicant questions how this is defined, they should review the IRS' classification of taxpayers for U.S tax purposes at IRS.gov.
  • Valid Social Security Number (SSN)
    Note: ITINs are not accepted for new account opening, including applicants that are existing account owners.
    • SSN number cannot begin with 000, 666, or any value from 900-999
    • SSN number cannot have a second group (digits 4 and 5) as 00, or a third group (the last 4 digits) as 0000
  • U.S. physical address
100

Where are Discover Bank debit cards accepted?

In the United States (U.S.), Canada, Mexico, and the Caribbean wherever there is a MoneyPass, AllPoint, Discover, Diner’s Club®, or PULSE® logo.

100

How long does an account have to be open and funded for before being eligible for Zelle enrollment?

90 days.

200

If an application comes back as Fraud Medium what are next steps?

Fully verify the customer in Almanac, then transfer to BFU App Review.

200

True or False:  A Joint owner can also be a beneficiary if the profile has a note from BOS that there is an exception?

False

200

What timeframe do we give when quoting how long it will take for the Welcome Kit to arrive to the primary owner? 

Within 10 business days

200

What time each day do debit card POS limits reset? 

POS limit resets daily (3:00 a.m. Eastern Time (ET)).

200

Can a Savings Account be opened/ converted into a Trust account?  

No only MM and CD accounts can be in Trust Accounts.

300

What steps do you take if an application falls into CIP exception, but the address is a physical US address?

Advise applicant to provide address documentation via fax, mail, in person at retail branch, or SDU.

300

What is the first step you must take when an account holder gives the phone to their potential JO to provide more verification details?

Advise that "This call may be monitored and recorded".

300

What can we do if the applicant doesn't feel comfortable accepting the terms of the Identity Check / Privacy Disclosure? 

  1. Advise the applicant the application will be canceled.
  2. Click Decline.
  3. Click Cancel.
  4. Click OK on the Warning pop-up.
  5. End.
300

Debit cards remain active until what situations occur? 

  • The debit card reaches its expiration date
  • The account owner activates a new debit card with the same number
  • The account owner requests the debit card to be deactivated
  • The debit card is statused as Lost, Stolen or Whereabouts Unknown
  • The debit card is re-issued due to potential and/or confirmed fraud
300

Per Calendar month how many cash deposits can be made?  

20 deposits

400

What 11 pieces of information needs to be confirmed for a DEDUPED APP before having AH reapply?

First Name, Middle Name/Middle Initial, Last Name, Mother's Maiden Name (MMN), Date of Birth (DOB), Social Security Number (SSN), Complete Address, Email, Phone Number, Employment, Citizenship

400

What types of accounts can Joint Owners NOT be added to?

  • Individual Retirement Arrangement (IRA) Certificate of Deposit (CD)
  • IRA Savings
  • Trust
  • Custodial
  • Estate
  • Guardian
400

What steps do you take if after an application, the App Referred pop-up appears?

  1. Click OK on the pop-up.
  2. Read Account Opening Disclosure verbatim.
  3. Click Close.
  4. Proceed to the Application Fallout Deposits/Retail Branch Procedure.



400

What step do you take first if an account owner advises that their debit card has been lost / stolen / or the whereabouts is unknown? 

Review recent transactions with the account owner, including today's transactions and/or any transactions after the card was lost/stolen.

400
How many calendar days can each previously funded account type have a 0.00 balance before it systematically closes?

CBD - 730

MM - 45 

CD - 0

OSA / Personal Checking / Statement Savings - 365

500

What referral reasons would lead you to cancel an application?

De-Dup, W9, and CIP Exception IF the address is not a physical US address

500

In what situations is self service (adding JO via mobile and online) not available to potential JOs? 

  • Account owner on existing account(s) with confirmed or potential fraud
  • Current beneficiary on requested account
  • Existing account owner on Cashback Debit (CBD) and requesting to be added to CBD account
  • Potential JO is not registered for Online Account Center (OAC)
    Note: OAC is available if potential JO is also JO on other accounts.
500

"What is the first thing you do in the case you are opening an account via Atlas 2 or Atlas 3"?

Select Inbound Call Context

500

What do we do if there are two or more active debit cards for one account? 

  1. Advise account owner there are multiple active debit cards on account, one debit card will be reissued, and the remaining will be closed.
  2. Based on conversations with account owner and/or a review of transaction history, determine the debit card most recently used/most actively used for this account owner and not a possible joint owner.
  3. For all other active debit cards, select Closed (Card Status drop-down).
  4. Click on the most recently/most actively used debit card > applicable reason (Card Status drop-down > Reissue Card check box).
500

On which day of the month does Cashback Bonus funds (auto redeemed) credit to the account and how long can it take for the funds to post?

  • Auto-redemption credits first business day of the following month
  • Redemption takes up to two business days to post to account
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