What do I stand for?
NIGO
Not In Good Order
What are the 3 ways you can add a bank account to your VG account?
Instant Bank Authentication (Yodlee)
Online with Micro-deposits
Electronic Bank Transfer Form(EBTF)
What do you say if you hear a 3rd party in the background before you run them through security?
"Do I have permission to act, transact, review personal questions and ask you security questions with the third party present for this call?" (any variation accepted)
What department can stop and replace retirement checks?
Ret_general_internal
Client is rolling over his nonretirement funds to Charles Schwabb
ONB_TOA_INTERNAL
OTP
One Time Password
Can we add beneficiaries to joint accounts? Why/Why not?
No. VG assumes all assets will go to the living person on the account. The likelyhood they die at the same time is minimal.
Client answers Paris, but answer on profile is Paris, France. Did they pass?
No. But if they said Paris France and the profile said Paris, they would. In these instances, ask them to be more specific.
Client calls in to get more information on the Cash Plus account.
inv_cash_management
401k
Acensus 833-688-0086 external
ESP
Enhanced Security Password
What requirement has to be met in order for an account to be closed in foundational?
What do clients need to answer to reset their password with us?
2 additional security questions
Client has a 403B and needs help with web access
Client wants to take 'margin' status off of their account and they have 400k
ITS_COE_INTERNAL
WTSS
Web Tech Support Services
What information can we give people who call in from financial institutions without the client present?
nothing
What is an Enhanced Security Password?
Phone only PW, completely independent from web security questions
Agent Access inquiries
FNDS_permissions_tiger
Client reporting being hacked/compromised/scammed/impersonated
Account_Security_Response
RSG
Retail Sales Group
VG Fax number and 2 mailing addresses
FAX: 484-582-4546
PO Box 982901 El Paso, TX 79998-2901
5951 Luckett Court Suite A1 El Paso, TX 79932-1882
Client worried about their VG account because their bank got hacked. They want to make it impossible to transact on their online account, just incase it got compromised. What would you turn on?
Client initiated Temp Restriction (10 day) or Client Initiated Web Block
Client wants to enroll in Digital Advisor
RSG_Clients
Cash plus account, due to death circumstances
COO_Complex_Internal