Account Activity & Maintenance Policy & Procedures
How do you place a Hard Hold on an Equity Line account?
To place a Hard Hold on an LOC account:
•Submit EZ Form 191
•Choose Miscellaneous Maintenance/Change Request
•Add the hard hold information in the Add Free form Comment box
Suzy Simpleton noticed that there is an unauthorized charge of $43 that has posted to her account and now her account balance is negative seven dollars (-$7). She calls on Monday and you file a dispute for the charge, but Suzy is concerned that her cell phone bill is $25 and needs to be paid on Thursday, but her account is overdrawn. What do you explain to Mrs. Simpleton regarding the dispute process? How do you address her concerns?
The transaction is posted and under $50, so the customer should receive a provisional credit within 24 business hours.
In this instance, we would give the customer options to get funds from the account like visiting the branch to get funds or using her routing and account number for payment until the new card arrives.
Peter Petty is listed on an account as the BAF. His mother is listed as the CUS. What security is needed to assist Peter over the phone? Explain.
None. We are unable to assist a BAF. We must be speaking with the CUS (account custodian).
Random Trivia:
Only known as "Store Number 1" on receipts, this chain's shop in the CIA Headquarters keeps everything under wraps- they cannot even ask for a name on your order.
Starbucks
Kim K. East calls to get a 45-day payoff on her hot pink Bentley, and she wants it sent to her attorney in writing. Where do you go to provide this quote? Explain.
We can give Kim the 10-day payoff and the daily charge. We can send the payoff directly to her upon request, but not to her attorney. He would have to fax the request to 919-716-8334.
Double click on the loan account in CTI, then “Notes” and then “Insert Payoff Note”
Is OTP required to change an account from Select Checking to Free Checking?
No, high risk security verification is not required to change an account from Select Checking to Free Checking
Bonus Tip: If a customer wishes to change a checking account to a savings or vice versa, this request would be submitted at the branch.
Ronald Rushing lives in North Carolina and is on vacation in Florida for a week. He calls to report fraud and asks that we send the new debit card to the hotel where he is staying. Do you send the card to Mr. Rushing’s hotel? If so, what security do you verify to do so? If not, what steps do you take, or information do you provide to Mr. Rushing?
No, we cannot send Mr. Rushing a debit card at an address not listed on his account.
The exception to this is that we can send a debit card to a branch location. Otherwise, we should give the customer the option to access funds via ATM (per additional security and/or Leadership review) to accommodate them while they are traveling. Following that we would order a replacement debit card to a confirmed and established address on the account. We should also educate them on other ways to access funds.
A merchant is calling to confirm the name and address on an account. Can we provide this information? Explain why or why not.
You can verify name, address, and phone number for debit and credit cards only. Must provide card#. Simply advise Yes or No but do not provide information. You cannot verify name and address on DDA accounts.
Is there a fee to send statements to a customer? If so, what?
Yes. Statement copy fees are typically $7 per statement when there is not a bank error involved.
*Please also note that if statement copies are not readily available in the bank’s database, the customer is subject to additional research charges in the amount of $30 per hour.
We should also give the option to print any statements that are readily available if they have active Digital Banking
What system do you go into to process mortgage payments for customers?
None. We, in service, do not process mortgage payments. The customer should be warm transferred to the Mortgage Team. If it is after operating hours for the Mortgage Team, provide the customer with the direct contact number for them and the hours that they are open.
If Bob Myers and Annie Jacobs share an account as joint account holders and Bob wishes to close the account without Annie being on the line with him, what steps do we take?
Take the steps as you normally would to close the account. Verify high risk security, confirm email and/or address based on if documents to close will be sent via email or standard mail.
Lisa L. Lopez bought a mink coat online for $3500 from www.minksminxmincks.com. She calls us to file a dispute because after she made the purchase, she looked up reviews for the company and found 78 customer complaints and reviews that the company is not legitimate. Do we file a dispute? If not, why? If so, what type of dispute would you file?
We can file a merchant dispute for Ms. Lopez. She participated in the transaction; therefore, it is not considered fraud. Because it is a merchant dispute, we should ask the customer if the merchant has been contacted to attempt to resolve. If unable to reach the merchant, this should be noted on the account/dispute.
What security must a customer provide in order for you to give them their debit card number and CVV code in emergency situations like needing to pay their rent and they have not received their new card, or their current card is misplaced?
NONE! WE NEVER GIVE A CUSTOMER THEIR DEBIT CARD NUMBER OVER THE PHONE!
Random Trivia: Match the lyric to the song
Lyric: "I never meant to cause you any sorrow. I never meant to cause you any pain."
"Purple Rain" by Prince
Which EZ form do we use if a customer or insurance company requests an insurance/total loss payoff? Explain.
We do not use an EZ Form to process this request. We send an email to CLORetailServicing@firstcitizens.com.
Random Trivia: Match the Lyric to the Song
Lyric: "I'm gonna pop some tags, only got twenty dollars in my pocket."
"Thrift Shop" by Macklemore
Random Trivia:
This car company is known for adding a hidden design of a character, animal or object that is carved or painted somewhere on each automobile.
Jeep
Queen Beyonce is a signer on her father’s checking account and needs to order him a new debit card. Are you able to assist her with ordering the debit card? Why or why not?
Yes, we are able to assist the customer due to her being a signer on the account.
Mariah Curry and Nick Cannonball opened a Free Checking account 6 months ago with an opening deposit of $100. They have been in Cancun with no online access to their account for 5 months vacationing and shooting a music video for Mariah’s new song “60 is the new 19”. Upon returning home they notice on their paper statements that they are getting a service charge of $12 for an account that is supposed to not get fees. Nick calls the bank to find out why and to have the fee removed going forward. How do you advise/assist?
In this scenario, it can be concluded that the customers had a Free Checking account that requires them to enroll in Digital Banking and e-statements within 60 days of opening the account for it to remain “free”. They have been out of the country without branch access and have not been accessing the account online. They only put $100 in the account. Without meeting the minimum balance requirement or enrolling e-statement, the account defaulted to Select Checking, which has a service fee of $12 when the balance requirement is not met.
When is loan payment information reported to credit bureaus?
FCB will continue to report on the last day of each month to the credit bureau whether or not the customer pays late or on time
Random Trivia:
# of members of Destiny's Child in 1997 MINUS the # of members of Destiny's Child in 2001 EQUALS…?
4-3=1 (One)
Do you complete OTP to order a new card when there has been fraud on the card/account?
No, OTP does not need to be completed to replace a debit card when fraud is involved, UNLESS there are account and/or demographic changes being made at the time.
Scenario Question: Shawn Carter calls the bank to get balance and transaction information. He just came off tour where he debuted his latest album of country hip hop hits, “Carter Goes Country”. He wants to make sure that he has not spent too much money, so he needs your help in recalling some transactions. Mr. Carter did not come in with any icons verified, but he is able to verify his debit card number, CVV code, date of birth, address, phone number. Are we able to assist Mr. Carter with his request? Yes or No?
Shawn Carter has verified 4 additional pieces of security and one mandatory piece. We are unable to assist without verifying sufficient security.
How much is the FCB overdraft fee?
$10
When are replacement or continuing coupon booklets sent out to loan customers?
Coupon booklets are automatically mailed out to the customer 3 months before the customer's last coupon runs out in their current/prior coupon booklet.