Show:
Authentication
3 Step Process
OB Call Procedures
NBAR
Misc.
100

What is the name of the system we use for authentication?

What is CAT.

100

A fake check from a legitimate account is what type of fraud item?

What is:

A counterfeit 

100

What disclosure is required to be read at the start of both inbound and outbound calls?  

What is:

Call monitoring disclosure

100

When there is potential signer ID theft, what 2 systems can you look at to resolve if customer is linked to business? 

What is 

SOS & LexisNexis 

100

What does BIC stand for? 

What is 

 Bank Initiated Closure

200

Who must provide authentication information in order to proceed with call.  

Who is 

Account owner or authorized signer

200

When performing Z Method, name 3 items to look for a check.

* Maker     *MICR       * Payee              

* Paying Bank          * Legal Line 

* Check Number       * Numeric Amount 

* Transit Number       * Security Feature

* Date      * Memo     * Maker signature             

200

True or False 

People search can be used for both consumer and business accounts.


What is false

Use people search for consumer accounts and business search for business accounts. 

200

When there's a NBAR Payee address discrepancy, what is normally wrong? 

What is 

  • Payee address on check doesn't match with (SOS) website valid business address
  • Address in Customer Assist doesn't match with SOS website valid business address
200

What form is REQUIRED if a customer has made multiple requests for reissuance of closure check?

What is

 Declaration of Lost Cashier's Check 

300

TRUE OR FALSE

OTP can be used for international phone numbers.

What is FALSE

300

What does MICR stand for?

What is:

Magnetic Ink Character Recognition 

300

When making an OB call for an ONUS item, how do you authenticate the Maker? 

What is HRV using CAT 

300

Name two reasons there can be a Payee name discrepancy..

What is:

  • Payee name on check doesn't match with SOS website valid business name
  • Business name in Customer Assist don't match with SOS website valid business name
300

During a CAT outage, name 3 things you can ask customer


  • Full birth date (month, date, year)
  • Full street address, including city, state and zip code if not changed within last 30 days (includes apartment number, if applicable)
  • Recent debit card transaction
400

What 3 eligibilities are REQUIRED for Mini-IVR? 

What is:

*Open and Active 

* Not reissued in the last 30 days

* Used in the last 90 days 

400

Matching check stock, check layout, signature, fonts and logos, payee same handwriting or same typing, security features are all examples of what? 

  

What is

 Item review green flags 

400

What is the call window for making an OB call to a customer? 

What is 8 a.m. and 9 p.m. customer's local time 

400

If you are unable to locate a registered agent of a business in LexisNexis, where is another place you can look? 

What is: 


SOS 

400

What is needed if a customer's account is restricted due to a Cross Bank Duplicate Item? 

What is:

Chase returned check or proof that item returned at external bank

500

How many false aided/ aided recall questions must be answered correctly to pass expert authentication? 

What is 2 aided & 1 false aided 

500

A scheme the depositor with accounts in two or more financial institutions takes advantage of the time required for checks to clear to get unauthorized credits?

What is 

Kiting

500

Can you name at LEAST 3 yellow flags that we can use when making an OB call to maker/Tp?

  • Business has no revenue on file
  • Business has no real property on file
  • Business has no assets on file
  • Address tied to PO Box
  • Address tied to residential address
  • Phone De-Listed in Electronic Directory Assistance
  • Business is in a high risk industry
  • High business turnover at address
  • No activity on business in last year
  • No recent public filings on file
500

If there is a Signer ID Theft on a business, what happens to the funds? 

What is:

Account closes and funds are placed into suspense

500

What is the procedure, when you have a confirmed FRAUD item?

What is:

Restrict all Account