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.
What are the 3 items that are validated
Phone number, mailing address, email address
This HUB article will tell you what you need to do when transferring a customer to the banking center.
General Call Procedures.
Customers can use this feature to check their account balance, recent transactions, and transfer funds without calling into the call center.
Online Banking
What year was First Merchants first incorporated?
1983
Business calls and needs to change address and phone number; Noble shows yellow and the number does match Horizon. 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.
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
This lets users deposit checks, pay bills, and manage accounts from anywhere
Mobile Banking App
What was the name of FMB when the bank was first opened?
Merchants National Bank of Muncie
How many ways can a POA be verified?
What should you do when a customer asks what contact information we have on file for them.
Ask what information we should have on file.
We cannot provide the customer with the information that we have on file
This HUB article provides a fair amount of information you need to know when assisting business customers with more complex subjects
Treasury Management
True or False: Customers are able to complete a stop payment for an ACH payment via their OLB account.
No/False
When and with whom did the bank have their first merger with?
In 1933 with Delaware County National Bank of Muncie and Merchants Trust & Savings Company.
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?
Complete full verification (SSN, Acct #, DLN, Last 6 of debit card)
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.
Customer wants to do a funds transfer from their loan to their checking account.
HELOC/LOC Transfer Request
Customers get locked out after this many invalid password attempts
5
What year did they begin "branch banking"
1953
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.
What is each way a customer can update their contact information?
Banking Center, Call center/customer care, OLB/mobile app
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.
This is where the customer can go to unlock or retrieve their username.
Account recovery
This is the year that the corporation announced they surpassed $1 billion in assets.
1997