Money Movement
Which of the following must be true for a customer to complete an online check withdrawal request?
A. Check can only be sent via regular mail B. Must be payable to all names on the account C. Can only be sent to an address currently on file
What is, All of the above. A. Check can only be sent via regular mail B. Must be payable to all names on the account C. Can only be sent to an address currently on file
How can the customer complete the re-titling of their account after logging into their account?
What is, Click Account Services tab -> choose Living Trust Re-titling option
In the customer’s online profile, where would they navigate to begin an online name change request?
What is, Account Services -> Profile
Steve Rogers has called in with questions about his account. He doesn’t want to receive the One-Time PIN (OTP) code to access his account. He has not setup or refused a Verbal Security Question (VSQ) at this time. What must be verified prior to releasing any information?
What is DANS Name, Address, Date of Birth, Last 4 of SSN
Laverne DeFazio calls to update her address. Which of the following addresses is formatted correctly?
A. 1950 SHOTZ ST, APT 3C, MILWAUKEE WI 53201
B. APT 3C, MILWAUKEE, 1950 SHOTZ ST, WI 53201
C. 1950 SHOTZ ST, MILWAUKEE, APT 3C, WI 53201
D. APT 3C, 1950 SHOTZ ST, MILWAUKEE WI 53201
What is, D. APT 3C, 1950 SHOTZ ST, MILWAUKEE WI 53201
Bob Parr is setting up an ACH transfer online. He has input all of the information and clicked Next, submitting his transaction. He is on the confirmation page, but now he wants to make a change. What button should the customer click?
What is, "The edit button"
What are the requirements for linking an external account to a re-titled HYSA?
The external account must be in the name of the Revocable Living Trust or have the same account owner(s).
For an online name change request, what are the allowable file types for supporting documentation?
What is, PDF, TIF, JPEG, BMP, GIF
Natasha Romanoff wants to transfer money out of her HYSA with you over the phone. She only has a landline phone, so she can’t receive the One-Time PIN (OTP) code to access her account. You notice that she has refused to setup a Verbal Security Questions (VSQ). What must be verified prior to assisting with the transfer?
What is DANS, Lexis Nexis
Diana Prince calls at 8:30am ET and wants to make an external transfer. After verifying her in to the account, you see that there is a T restriction. What do you do?
What is, Open a Research Request Savana case.
Ariel Shaw requests a wire transfer of $400 to be sent to her external account. What would be the best way to respond to Ms. Shaw’s request?
What is, There is a minimum requirement of $500 for all wire requests from American Express Savings. I can assist you with an electronic ACH transfer for the requested amount, or we can increase the amount to $500 to complete the wire
Betsy Braddock states she made 2 external transfers out of her HYSA yesterday, but she only meant to make 1 transfer. How should you handle Ms. Braddock’s concern?
What is, Offer to process an external transfer to return the funds to her HYSA.
Oliver Queen has called because there is a withdrawal from his account that he doesn’t recognize. How should you handle Mr. Queen’s concern?
What is, Submit a Savana case for back office to action Reg E Dispute
Clint Barton is having trouble logging in to his online account. His cell phone just died, so he can’t receive the One-Time PIN (OTP) code to access his account. He has a Verbal Security Question (VSQ) on file. What is the minimum requirement to verify him in to the account for assistance?
What is, Name, VSQ
Arthur Curry calls at 7:15pm ET and is verified in to his account. Upon reviewing his account, you see that there is an F restriction. What do you do?
What is, Open a Fraud Suspicious Activity Savana case.
To process a wire request from a joint account, what information must be included in the Firefly request?
What is, The joint account holder's name.
Eric Magnus was completing an online application when he received a message to call us for further assistance. What information must be verified before moving forward with his application?
What is, Name SSN DOB Email address Residential or Mailing address
You have been assisting Lorna Dane with her account when the call is suddenly disconnected. What must you do before/during your return call to finish assisting Ms. Dane? Which of the following should you do?
A. Ensure you are within the acceptable hours to place the callback B. Provide your first name C. Advise you are calling from American Express Savings by American Express National Bank D. Advise you are on a recorded line
What is, All of the above, A. Ensure you are within the acceptable hours to place the callback B. Provide your first name C. Advise you are calling from American Express Savings by American Express National Bank D. Advise you are on a recorded line
Laura Winslow is an Authorized Third Party on the account of Jaleel White. She wants to transfer money to Mr. White’s external account. What would you advise Ms. Winslow in this situation?
What is, As an authorized third party, you are not able to make transactions on the account. Is Mr. White available to authorize this request?
Tilda Johnson calls to say that she received a Welcome Kit for an account in her name that she did not apply for. You verify the information on the account and it is correct. She is listed as the Primary account holder with no joint. How should you handle Ms. Johnson’s concern?
What is, Transfer the call to the Fraud team.
After completing an ACH transfer for a customer, what information must be provided?
What is, The confirmation number (date and CCP ID) and The new Current Balance
You are speaking with Lenny Bernstein, assisting him with navigating his online account. He is having difficulty following your instructions. In his frustration, he says, “I think you all make this difficult for people my age on purpose!” Is this a complaint that needs to be captured?
What is, Yes, this would be captured as a Complaint with Discrimination
Joseph Gladstone calls in and states he is the executor of the estate of our customer, Daniel Tanner. The notes in WebCSR indicate that Banking Operations has approved the paperwork in Griffin. What information does Mr. Gladstone need to verify in order to release information from the account?
What is, Account Owner’s DOB. Last 4 digits of the Account Owner’s SSN.
Jerome Robbins is interested in opening a HYSA with us, but wants to make sure he is covered by the FDIC in the event of bank failure. What is the best way to explain the FDIC coverage to Mr. Robbins?
What is, Standard deposit insurance coverage is at least $250,000 per depositor, per bank, per ownership category, including principal and accrued interest.