Online Banking
Members can locate their tax forms through which statement?
December Statement
Tracking number to locate promotion on account
What is Tracking 45?
What should you check in Symitar for a card limit increase?
Balance, ATM Dialog, Deposits, Account Notes, Card Notes
Statement that summarizes the amount of interest accrued on share accounts and promotions received on their accounts. KB?
1099-INT
KB 11053
What should you not verify for zelle hold?
Online banking username
Which tab can members access messages from Delta Community?
Account Services
Which resource(s) should be pulled up on every call?
Symitar and KB
If a call comes in green but member's information does not populate, how should you proceed with the call?
Proceed with verifying the member.
Tax form for IRA accounts that have any contributions for the year. KB?
1099-R
KB 11054
What does IBC stand for?
Important Business Contact
KB 14718
Can you access A2A through the mobile app? True or False
False
When should you reach out to the support line?
After reaching out to everyone on support and not receiving a response.
If the account auto populates what should be taken for verification besides member number?
First & Last name
Tax form sent by Recovery Services
1099C
KB 11052
A member calls in to have CP fees waived on the account. How would you document this call?
Balance, Courtesy Pay, Fee Inquiry, Transaction History, Functionalities
What tab would you select to submit a payment holiday?
Loans & Credit Cards
Where are external accounts located in the account tree?
Before processing an ECM.Tran payment, what should the member be educated about?
Payments will post same day after 9pm est.
What KB should you review for a foreign account?
KB 9679
How should we educate the member when they verbally provide their IVR Pin?
For the security of your account, we will never ask you to verbally provide this information to us.
What is the difference between clicking on the account number v. show more?
Clicking on the account number shows the full transaction history whereas clicking on show more shows the 5 most recent transactions.
Where are updates located for card fraud/disputes?
Tracking 50/51 or AX
If MSP is down, and member provides card number how would you proceed with verification?
Pull up KB 13506 & 9679 Verify DOB/SSN with account manager pop up, locate 2 additional tier 1's using account tree or AX
What KB provides the proper callback procedure?
KB 9793
If visa provisioning is present in the ATM Dialog a suppression is required. True or False?
False