Authentication
What are we required to read every time a new caller joins the line?
Call monitoring disclosure
Where do you go to view Quality, Adherence and Scorecard?
Webstats
Are we able to reconsider a same product decline?
NO
What is considered a Thin File?
Are you able to provide customer with phone number on alert?
NO
What are we required to give when customer wants us to speak with someone else?
Third Party Disclosure
Where do you go to view schedule and put in time off request?
WEM
Is the banker able to request a reconsideration for customer?
Yes, with customer permission
Which 2 cards are we not allowed to CLE from?
Amazon & Disney
Which alert requires a phone call unless face to face with a banker?
Extended Alert
Which system do we use to authenticate the customer?
Innovis/Failsafe
Where do you go to see Customer deposit information?
Customer Assist
Are we able to offer a reconsideration to the customer?
No, customer has to request it
What is the difference between Multiple applications and duplicate application?
Multiple applications mean customer has applied for multiple cards within 30 days & duplicate means customer applied for the same product
If there is no phone number listed in alert description on extended alert, can you proceed?
No, customer will need to update alert with phone number or go into branch for face to face authentication
What system do we use to authenticate internal employees?
ConnectUs
Lending reference material
If 5 or more cards have been opened in the past 2 years, what is this called?
HA1
Are pre-selected applications an automatic approval?
No, if it meets decline criteria you can decline
If you receive a inbound call from customer and there is an initial alert which option would you select to clear alert?
Contact made on inbound call
If you are not able to authenticate customer via Failsafe, what is the next step?
One element must be passed from each of two categories in addition to full name
Which tool can you use to see what adverse actions codes mean?
Decline and insert reasons and factors
If the application has already been reconsidered the same day and customer calls back for another do we reconsider again?
No, if the customer isn't providing new or updated information we will not
Which process would you complete if customer does not want to move forward with the application?
Application Withdrawal
Which alert number can represent extended, initial or not true consumer statement?
Transunion 01