Authentication
Res-Q
REG E
Acronyms
Misc
Lightning Bolt Round
100
Per KC when a phone password is provided by the member it must be what ----- in order for us to move forward with a passing the response.
Per KC, Phone password should be accurate. The phone password response must be exact.
example: Wildcats1 answered Wildcats The phone password response must be exact so we would Fail response.
KC:MSR Member Authentication for Phone Channel
100
Best practice to submit resolution questionnaire.
What is complete the Res-Q at the end of the conversation, immediately prior to ending the call
KC: Resolution Questionnaire
100
A member expresses concern about a reoccurring debit card payment that is supposed to debit the account in a few days.
What is offer to place a stop payment for future transactions?
KC: Stop Payment on Future Recurring Debit Card Transactions – Deposit Servicing
100
USAA FSB/USB
United Service Automobile Assoc. Federal Savings Bank/USAA Savings Bank
100
If there is an amber alert for capturing/updating the members occupation, what do we verify?
Ask the member to provide the following professional details and click submit:
- Employment Class
- Industry
- Occupation
KC: Enterprise Personal Profile Amber Alerts
100
Fort Bragg's New Name
What is Fort Liberty?
200
The level required to update a social security number.
What is High Risk Authentication?
200
The process for Res-q if the call contained a complaint, and the complaint was unresolved.
What is select the button for No, and hit Submit.
Capture the unresolved complaint in the Complaint Capture Tool (CCT). Refer to Tracking a Bank Complaint procedures for guidance.
KC: Resolution Questionnaire
200
If a member shares that they were expecting a deposit to post but it is missing.
What is initiate the ACH Credit Dispute in EWL?
200
POD/POA
Payable on Death/Power of Attorney
200
What do we verify before we remove the fraud restriction on a debit card ?
- Review ODOC Detection Memo: DC DET OB CALL TO MBR.
- Locate the transaction(s) detected.
- Review recent activity with the member to ensure no additional or recurring fraudulent transactions exist.
KC: Review Suspicious Debit Card Activity (Auto Dialer/Fraud Detection/Pin Change)- Deposit Servicing
200
The word removed from the Check Forgery EWL.
What is Fraud?
300
Member provided phone password and then immediately gave another password they believe is the actual answer
Per KC the member only gets one chance to answer the question.. Advise the caller that only one response is acceptable -
KC:MSR Member Authentication for Phone Channel
300
Scenario: Member stated multiple times that USAA is giving her money away. MSR was able to resolve the matter, but what would we submit for Res-Q?
We would select the button for Yes, answer question which product and area was the complaint related to, select, and submit.
KC PRO33896
300
A member requests to dispute an authorized charge on their debit card and asks if they have to speak to the merchant.
Do not refer the account holder back to the merchant. MSR must file the dispute at the time the member notifies the bank.
KC: Initiate Debit Card Fraud Dispute (ATM Withdrawal/POS/Signature) - Deposit Servicing
300
OD/ODP
Overdraft/Overdraft Protection
300
If you have an unverified member on the line and another individual joins the conversation, what do we do next?
Call Recording disclosure: "Before we proceed, I need to inform you that my name is (First Name) with USAA and that this call may be recorded for quality assurance purposes"/During the authentication process, I may ask for or provide personally identifiable information. Do I have your permission to continue with authentication with the third party on the line?
KC: Enterprise Call Recording Disclosure
KC: Release of Information - Member, Authorized Individual or Third Party - All Bank
300
The year USAA was founded.
What is 1922?
400
What is Identify and Choose Caller?
KC: MSR Member Authentication for Phone Channel
400
What is a compliant and what is a non-complaint?
A complaint can be in the form of dissatisfaction or an allegation.
A non-complaint will lack any expression of dissatisfaction or allegation of wrongdoing, and will be more of a question in nature. Tone should not be considered.
KC:Identifying a Bank Complaint
400
If a member is missing a direct deposit out of their USAA Checking account, what do we offer?
ACH Credit Dispute
KC: Automated Clearing House (ACH) Credit Dispute - Deposit Servicing
400
CCT/ERT
Complaint Capture Tool/Executive Resolution Team
400
Member calls in upset that her account is in credits only due to fraud. What do you need to check before putting the account into normal/active status?
For accts in Credit-Only & when restricted by Fraud, MSR's are only able the change status if fraud had ODOC'd that "Member Cleared."
KC: Account Status Inquiries and Maintenance - Deposit - Servicing
500
A country a temporary security code can be sent by text.
Guam, Puerto Rico, US Virgin Islands, Australia, Bahrain, Belgium, Canada, Germany, France, Israel, Italy, Japan, Netherlands, Philippines, South Korea, Spain, Thailand, Turkey and the United Kingdom
KC:MSR Member Authentication for Phone Channel
500
Is it acceptable to submit another res-q if a compliant was identified after the initial one was already submitted?
The Resolution Questionnaire cannot be altered after it has been submitted. If you selected “No” initially but it should have been tracked as a resolved complaint or an unresolved complaint, submit the complaint details using CCT
500
A member wishes to dispute a non-fraud pending debit card transaction.
Advise the account holder they can dispute the pending transaction once it has posted to the account. Inform the account holder with their stop payment rights.
KC: Initiate Debit Card Dispute (ATM Withdrawal/POS/Signature)- Deposit Servicing
500
KYC/CDD/MOET
Know Your Customer/Customer Due Diligence/Member Oversight Excellence Team
500
Member is calling to make payments on their charged-off acct. Can we discuss this information with the member?
MSRs cannot discuss payment inquiries with mbrs who have a delinquent/past due, overdrawn, charged off or included in a bankruptcy account. Mbrs with the portal prompt who are requesting to make a payment or discuss payment arrangements must be transferred to Member Debt Solutions (MDS)
KC: Manage Delinquent/Charged Off Accounts – Consumer Lending, Credit Card, and Deposits
500
Names of our USAA locations.
What is San Antonio, Charlotte, Colorado Springs, Chesapeake, Dallas, Phoenix, and Tampa?