transfers
digital
decline codes & how to assist
various 1
various 2
100

Assist client with Home Equity Line of Credit

 HELOC

100

What is a digital wallet?


It is a wallet for virtual cards that allows clients to make point-of-sale, in-app, and online purchases directly from compatible devices at merchants that accept contactless payments or present the digital wallet as a payment option.

100

33 

  • Card is expired.
  • Offer to replace the card.
  • Suggest the client use another method of payment.
100

 occurs when a deposited paper item returns unpaid

return item chargeback

100

return item code 13 

Frozen/Blocked Account

200

existing billing dispute

ach debit billing disputes- existing

200

what is a virtual card? 

 a digital form of a client's card and is tied to the physical card. It is assigned a different number in each digital wallet app/device the card it added to, and only the last four digits of the virtual card number are displayed.

200

75

Max invalid PIN tries
Incorrect PIN entered multiple times.

  • Card is temporarily blocked from all transactions (PIN and pinless) until midnight of the domiciling state.
  • Offer to send a PIN reminder by mail or refer the client to a financial center to select a new PIN.
  • Suggest the client use another method of payment retry the transaction the next day.
200

Can I redeposit the check when I receive it back?

a returned item can be re-deposited. Please keep in mind, returned items that are re-deposited are subject to an extended hold to ensure funds are collected

200

what is the posting order? 


deposits

debits with date/ time stamps

checks

most other eletronis payments

msot fees 

keep the change

sweeps

interest credits

300

deceased client accounts 

 estate servicing operations 

300

cx recieves and alert that says "We’ve updated your debit or credit card in [Digital Wallet Provider]"

  • A virtual card was automatically assigned to a new physical card (due to a lost/stolen or mass compromise event)
  • Your new [debit or credit] card ending in [XXXX] is on its way and is updated in [Wallet Name]. There’s nothing else you need to do - your wallet card is ready to use.
300

97


Atm exceeds limits available

 

  • Exceeds the daily withdrawal limit for the 24-hour calendar day.
  • Offer Individualized Limits.
300

A legal relationship in which a probate court authorizes one person with the power to make personal and/or financial decisions for another person.

Legal Guardianship

300

how long does an apology letter take to get to the customer? 

Letter mailed: 3-5 business days

400

ach fraud 

fraud claims- ach true fraud

400

digital wallet restricted at BOA atm

Action: Check to ensure that the customer did not lock the card and that there is no Fraud block/restriction in place or notations from Fraud Servicing.
None found: Tell the client the virtual card is active and operational, and there is no restriction on your card. Several factors may be impacting the ATM transaction

400

decline code does not appear 

  • The exact decline reason is unknown because the decline code and transaction do not display.
  • The client may attempt the transaction again or use another method of payment.
400

where in synergy would you un-suspend a user ID? 

Access Synergy Web and click the Online and Mobile Banking icon.

400

can a POA change verbal passwords? 

no

500

vehicle loans

consumer vehicle lending

500

deleting virtual card 

  1. Log in to Online Banking.
  2. Hover the cursor over Profile & Settings on the top menu bar and select Digital Wallets & Virtual Cards under Account Settings on the dropdown list.
  3. Ensure that the virtual card displays on the Virtual Card settings page and in the wallet on the client’s device
  4. Click the Delete link in the Virtual card settings column.
  5. Click the Yes button on the Are you sure you want to delete your card (card name) from (device name)? message.
  6. Log out and log back in to view the updated information.
500
S9 

Account status credits only 

  • Account status displays Credits Only.
  • Review account alerts/messages for instruction or information.
  • Suggest the client use another method of payment.
500

Can a client receive a refund from a merchant on a debit card that has been closed?

All refunds must be processed on the original card that performed the transaction. If the debit card is closed, the refund would still be processed and post to the primary account that was linked to the card.

500

what bank in Australia would not charge customer additional fees?

westpac bank 

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