Verification Clarification
Business customer calls in, but the background noise is really loud and you didn't catch their name, what do you do?
Ask if they could move to somewhere it's not so loud and restate their name.
Why is validating customer's contact information in Noble important?
If the customer recently moved and their card is expected to expire soon, ensuring that their contact information is up to date makes sure that their new card or any other written communication is sent to the correct address.
This HUB article will tell you what you need to do when transferring a customer to the banking center.
General Call Procedures.
Customer put in their password wrong 4 times. Are they locked out?
No/False
This is the average number of lives people say a cat has
9
A customer calls in and has three business accounts along with several personal accounts. How should I verify all of these accounts?
If the customer has already been verified for their personal accounts, proceed by asking for the names of each business associated with the business accounts. This will help you locate and verify each one individually.
When should customer's contact information be validated?
When the yellow pop-up shows in Noble, at the beginning of each call.
In this HUB article you will find: Certified Languages' phone number, our customer code, and a few more tidbits of information.
Translation Services
Customers can use this feature to check their account balance, recent transactions, and transfer funds without calling into the call center.
Online Banking or IVR
This part of a cat’s body is as unique as a human fingerprint.
Nose
Business calls and needs to change address and phone number; Noble shows yellow and the number does match Noble. What information is needed to be requested for fully verification
Caller's name, Business name, then 3 of the following are needed: verbal password (if present), full account number, SSN or TIN, last 6 digits of active debit card, and DLN.
Customer submitted a dispute and FIS has requested a rebuttal letter. Customer is expecting the letter in the mail, but hasn't received it yet. What are two things that should be done?
Validate mailing address is what we have on file & send document request so the merchant provided information can be emailed to the customer.
This HUB article provides a fair amount of information you need to know when assisting business customers with more complex subjects
Treasury Management
This automated system helps route calls and provide information using voice prompts
IVR/Telephone banking
Cats use this part of their body to communicate mood, balance, and direction.
Tail
How many ways can a POA be verified?
This type of account can only be assisted at the banking center. Can't complete verification for them, they'll need their ID too.
Purged accounts.
Customer wants to do a funds transfer from their loan to their checking account.
HELOC/LOC Transfer Request
This mobile feature lets users deposit checks, pay bills, and manage accounts from anywhere
Mobile Banking App
This breed of cat is known for being hairless and feeling warm to the touch.
Sphynx Cat
Person calls in, Noble shows yellow and the number they're calling from isn't what is on file. They want to change the email and mailing address, phone number, and OLB's username and password.
How do you address this request?
Open discussion to determine best answer in this scenario.
Customer ordered checks after moving. They updated the imprint, but not the mailing address. What are the next steps?
Open discussion to determine best answer in this scenario. Charlie will pick 'winner'
Customer is traveling and hasn't updated their restrictions on their card in years. Before Q2, they had their general area set within their location. What HUB article would help with this?
SecureLOCK Card Controls.
Customers are able to complete a stop payment for an ACH payment via their OLB account.
No/False
This rare condition causes some cats to have extra toes, famously seen in cats owned by Ernest Hemingway.
Polydactylism