Digital Profile
Which statement about using the client’s Digital Banking User ID is correct?
A. It can be used both to search for a client in Truist systems and as a challenge question.
B. It cannot be used as a challenge question if it was used to locate the client in Truist systems.
C. It can always be used as a challenge question.
D. It should only be used when the client is locked out of online banking.
B. It cannot be used as a challenge question if it was used to locate the client in Truist systems.
What information must the client provide when asked where or how their loan was originated?
A. Only the city and state
B. The name of the Branch, the name of the Dealership, or Online
C. The loan officer’s full name
D. The exact date the loan was opened
B. The name of the Branch, the name of the Dealership, or Online
What is required when asking a client to provide the types of accounts they have open with Truist?
A. They must list every open account in detail.
B. They must provide at least two types of open accounts, which may include the account they are calling about.
C. They only need to provide the name of one account.
D. They must list accounts in the exact order they were opened.
B. They must provide at least two types of open accounts, which may include the account they are calling about.
How many authentication challenge questions may be asked during the verification process?
A. As many as necessary
B. A maximum of two
C. A maximum of three questions
D. A minimum of five questions
C. A maximum of three questions
What level of detail is required when asking a client about their last login to Truist Online Banking or the Mobile App?
A. The exact time and date are required.
B. Only the month and year are required.
C. The exact date is not required; an answer within 10 days is acceptable.
D. No date information is needed.
C. The exact date is not required; an answer within 10 days is acceptable.
What level of accuracy is required when verifying a client’s original loan amount?
A. The exact amount is required
B. The amount can be within $5,000
C. The amount can be within $1,000
D. Only the monthly payment amount is needed
C. The amount can be within $1,000
What information is acceptable when verifying the month or year an account was opened?
A. The exact date is required.
B. The client must provide both the month and year.
C. The client can provide either the month or the year.
D. Only the year is acceptable.
C. The client can provide either the month or the year.
To authenticate the caller successfully, how many questions must they answer correctly?
A. One
B. Two
C. All questions asked
D. Only one, if the question relates to their call reason
B. Two
If Zelle transactions are posted, what must the client provide to verify their last Zelle activity?
A. Only the recipient’s name.
B. The date, amount, and reason for payment.
C. The date and amount of the most recent Zelle transaction.
D. The date of their first Zelle transaction ever.
C. The date and amount of the most recent Zelle transaction.
When verifying a credit line amount, what must the client provide?
A. A rounded estimate
B. The full dollar amount
C. The last four digits only
D. The approximate amount within $1,000
B. The full dollar amount
How many verification points are earned if a client provides both the month and the year their card was opened?
A. Two questions answered
B. One question answered
C. Three questions answered
D. It does not count at all
B. One question answered
What is the required order for asking challenge questions?
A. Digital profile first, then account, then loan
B. General account first, then transaction questions
C. Questions must be asked in the order listed in the document
D. There is no required order
D. There is no required order
When Bill Pay transactions are posted, what information must the client provide?
A. The merchant’s name only.
B. The date and amount of the most recent Bill Pay transaction.
C. The date, amount, and invoice number.
D. The last three Bill Pay transactions.
B. The date and amount of the most recent Bill Pay transaction.
When can the VIN number of collateral be used as a verification question?
A. Always, for any client
B. Only for clients with a checking account
C. Only for loan‑only clients with no other Truist products
D. Only for clients with a credit card and a loan
C. Only for loan‑only clients with no other Truist products
Which of the following is correct regarding asking when a loan was opened?
A. The client must provide the month and the year to verify it.
B. The client may provide either the month or the year, and providing both does not count as extra.
C. The loan must be within the last two years.
D. Only the loan officer can verify this information.
B. The client may provide either the month or the year, and providing both does not count as extra.
What restriction applies if a teammate uses a question to search for or locate the client in a system?
A. The question must be asked again for verification
B. The question may not be used again as a Challenge Question
C. The client must provide more detailed information
D. The question becomes optional
B. The question may not be used again as a Challenge Question
Which of the following statements about digital‑profile verification is incorrect?
A. The client may provide their last login date as long as it is within 10 days of the actual login.
B. If Zelle transactions are posted, the client must verify the date and amount of their most recent Zelle transaction.
C. A Digital Banking User ID can be used as a challenge question even if it was used to search for the client in Truist systems.
D. If Bill Pay transactions are posted, the client must provide the date and amount of the most recent Bill Pay payment.
C. A Digital Banking User ID can be used as a challenge question even if it was used to search for the client in Truist systems.
Which of the following statements is incorrect?
A. Clients can provide the original loan amount within $1,000 accuracy.
B. The VIN number can only be used for clients who have a loan and no other Truist products.
C. A client may estimate their credit limit as long as they are within $1,000.
D. A loan may be originated at a branch, dealership, or online.
C. A client may estimate their credit limit as long as they are within $1,000.
What is required when verifying the name of a joint account owner or additional signer?
A. Any relationship-based description (e.g., “my wife”) is acceptable.
B. Only the relationship to the client is required.
C. The client must provide the actual name of the joint owner or signer.
D. Nicknames or initials are acceptable.
C. The client must provide the actual name of the joint owner or signer.
When must a client’s answer be exact?
A. Only for loans
B. Only for card questions
C. Anytime a range is not explicitly allowed
D. Only when the teammate is unsure
C. Anytime a range is not explicitly allowed