Compliance Jeopardy

Authenticate Bank Member

100

True/False: MSR SHOULD provide the last name of the caller without the member ever providing it

FALSE

MSR Member Authentication for Phone Channel

200

True/False: MSR needs to obtain both the first and last name of the caller during authentication

True

MSR Member Authentication for Phone Channel

300

In manual authentication, how many verifiers must the MBR correctly confirm before they are considered authenticated?

2 

MSR Member Authentication for Phone Channel

Debit Card Purchase / ATM Withdrawal Investigation Request Receipt

100

MSRs MUST inform stop payment disclosure for pending transaction that is unable to be disputed at the time because it is pending

TRUE

Deposit Disputes & Stop Payment Table of Contents - Deposit Servicing

200

True/False: MSRs should always refer the MBR to contact the merchant prior to reporting fraud

False

Review Suspicious Debit Card Activity (Auto Dialer/Fraud Detection/Pin Change)- Deposit Servicing

300

True/False: After submitting a fraud dispute, the MSR should ALWAYS guarantee provisional credit while setting expectations with the MBR 

FALSE

Initiate Debit Card Fraud Dispute (ATM Withdrawal/POS/Signature) - Deposit Servicing

Receive ACH Credit Dispute

100

True/False: MSRs do not need to initiate an ACH Credit dispute for a missing deposit if an account is closed

FALSE

Automated Clearing House (ACH) Credit Dispute - Deposit Servicing

200

How long do ACH transactions take to process?

1-3 business days

Automated Clearing House (ACH) - Deposit Servicing

300

List the set of circumstances in which an ACH Credit Dispute is necessary.

• An ACH credit in another member's name
• An ACH credit in their name and requesting the credit to be returned
• Incorrect amount (credit)
• Incorrect credit date
• Account holder refusing credit
• Missing ACH Credit that may or may not have resulted in NSF fees

Automated Clearing House (ACH) Credit Dispute - Deposit Servicing

Received New Debit Card Fraud Claim/Fraud Claim Inquiry

100

True/False: It is optional to review all transactions listed in ODOC fraud alert before placing debit card back to active status

FALSE

Deposit Disputes & Stop Payment Table of Contents - Deposit Servicing

200

True/False: MSR must review bank identified transaction activity with the member prior to changing the debit card status to active

TRUE

Deposit Disputes & Stop Payment Table of Contents - Deposit Servicing

300

What should the MSR do if their is no fraud alert ODOC present or the alert does not list the transactions or dates

Review and validate the activity from the date the Fraud Alert was sent to the MBR using ATM/Debit Card Maintenance

Deposit Disputes & Stop Payment Table of Contents - Deposit Servicing

Capture and Route Bank Complaint - Resolution Questionnaire

100

True/False: MSR's should track "No" complaint even when complaint terminology is used.

False 

Resolution Questionnaire

200

True/False: If a MBR uses dissatisfaction complaint language (Inconvenience, Untimeliness/Delay) during a call, then the MSR should select "No" before disconnecting with the MBR

False

Resolution Questionnaire

300

True/False: If a MBR states frustration at the beginning of a call, but says it in a calm and kind way, then "Yes" should be selected for Res-Q

True

Resolution Questionnaire