Multiple Production System Outage
What system provides account information based on the previous end of business posting date? and where can you find it?
MIL, eNet - tool
Ture or False,
Non-Membership Accounts can be reopened as long as the closed account still appears in UAD.
True
True or False,
Personal visitors (i.e., family members, friends) are not permitted in any secure areas, including behind any cipher doors or in break rooms.
True
True or False,
A team member who can assist in the language spoken by the member is not permitted to translate any part of the lending application/disbursal process or OOPS enrollment.
True
Name three action you should take during a multiple production system outage.
True or False,
A member can reopen a membership account within 60 days of closing even if they are no longer within Navy Federal's field of membership. If the account has been closed for more than 60 days, the member must qualify for membership and new account must be opened.
False
True or False, A member can reopen a membership account within 30 days of closing even if they are no longer within Navy Federal's field of membership. If the account has been closed for more than 30 days, the member must qualify for membership and new account must be opened.
True or False,
The following visitors are exempt from being logged into the Branch Greeter Log:
-Couriers for cash and negotiable items
-Janitorial service workers
-NCR Technicians
-Armed Guards accompanying NCR technicians
-Police Officers and Security Guards working at the branch
False, NCR Technician needs to be logged in
True or False,
If a member with limited English proficiency has question about their existing lending product, a team member who is fluent in member's preferred language can't provide language assistance.
False,
True or False?
Non-member transaction can be processed when Encore is office/unavailable but can't be processed when there is no power or the mainframe is unavailable.
True
What does member have to do to reopen the accounts Closed per Security?
Member must complete a Security Appeal Form (NFCU 27).
Security will conduct an investigation to determine if the new account can be opened.
For vendor visit, what two information do you log under "Enter Name of Prospective Member or Vendor" field.
Enter the company's name and name of person visiting the branch in the "Enter Name of Prospective Member or Vendor" field.
Over the phone Voiance Translation Service is available 24 hours a day, seven days a week. Where is their phone number located?
USD - Reference - Universal Phone Reference, "I"
eNet - Tool - Universal Phone Reference, "I"
What is the dollar amount limit and how do we determine if we set the dollar amount limit or not?
No limit - When Encore is offline but you have access to other systems (USD, session and etc...)
$1500 limit - Encore doesn't open, is unresponsive or there is power outage. Encore is offline and you don't have access to other systems (USD, session and etc...)
What is the guideline to reopen minor accounts with multiple joint owners?
If there are multiple adult joint owners on the account, a Membership Application for a Minor (NFCU 97MI) must be completed and signed by all owners to reopen the account.
Visiting Navy Federal employees requesting to enter secured area do not need to be logged into the Branch Greeter Log but what are the two things you need to verify?
-Navy Federal visitors must provide a valid government-issued photo ID.
*****Navy Federal ID badges are not an acceptable form of ID.
-Branch team members must confirm the visitor currently works for Navy Federal by using the Employee Directory.
True or False,
When providing language assistance for general account servicing, you should:
-Advise that all Navy Federal materials are provided only in English.
-Suggest reviewing written documents and disclosures with a trusted individual (e.g., family member, friend).
-language assistance is always available at the branch.
-Provide all disclosures in English.
False, language assistance is a courtesy and may not always be available.
Name 3 transactions that can be processed during a production system outage.
Changing member information
-Establishing a membership account
-Opening MMSA/Jumbo MMSA
-Opening Minor account
-Opening Certificate
-Establishing a Payable on Death
-Opening Roth IRA, Traditional IRA and ESA
-Processing an IRA direct transfer/rollover
-Processing an IRA/ESA Indirect Rollover
-Processing a Periodic Transfer
What is the guideline for reopening accounts with joint owners?
Do not reopen a closed joint account unless you speak to, and receive permission, from all owners.
Non-Navy Federal employees (e.g., plumber, electrician, handyman) who visit the branch will be asked to provide a valid government-issued photo ID. Although a government-issued photo ID is preferred, the team member can use their discretion to accept ______________ and________________ when a valid government-issued ID is unavailable.
True or False,
A trusted individual who can provide translation services for general and lending products must accompany the member when visiting the branch and must be over the age of 18. Team member need to ID the translator to confirm their age.
False,
For general account servicing, an individual accompanying the member can assist the member with translation. While it is recommended the translator is over the age of 18, you do not need to ID the translator to confirm their age.
During the lending application/disbursal process or OOPS enrollment only, a trusted individual who can provide translation services must accompany the member when visiting the branch. The translator must be aged 18 or older, but you do not need to ID the translator to confirm their age.