JOINT OWNER
You are taking a new application over the phone for an existing Primary Owner and Joint Owner. The PO hands the phone to the JO during the call. Per procedure, what are the first two things we should complete with the JO on the call?
WHAT IS THIS CALL MAY BE RECORDED AND MONITORED AND SEACH THE JO'S SSN # IN ATLAS?
A customer calls and tells you they would like to close an existing CD to open a new CD with higher interest rates. Their existing CD has been open and funded for 45 days. Per procedure, how can you best support this customer?
WHAT IS ADVISE CUSTOMER CD ACCOUNT CANNOT BE CLOSED UNTIL ACCOUNT HAS BEEN FUNDED FOR 61+ CALENDER DAYS AND END CALL?
THE LINK'D ARTICLE FOR PROCESSING TIMEFRAME ON FOREIGN CHECKS.
What is Money Movement Deposits/Retail Branch Procedure, Step #1?
THE PROPER ORDER OF RUNNING TOOL VERIFICATION FOR CIP VERIFICATION.
WHAT IS INNOVIS AND RMS?
The differences when documenting a passed tool for JO fallout vs CIP Verification referral reason in the pending document section.
What is leaving the Document Locator section empty?
Greg wants to add his wife Lucille as a Joint Owner on his OSA. When completing self-service, they accidentally entered Lucille's DOB as "1/12/1964" rather than correctly as "1/13/1964". Per procedure, what will we request they do to proceed?
WHAT IS JO OWNER AUTH FORM, FRONT AND BACK OF ID, AND SSN CARD?
Request Identity documents to verify Name & SSN (SSN CARD)
Complete and submit physical Joint Owner form (PAGE'S 1 &2 NEED TO BE PRINTED & WET SIG OF JO AND PO)
Request Identity documents to verify DOB (ID FRONT AND BACK)
The first step when taking any application over the phone.
What is read the rate disclosure?
The notating, in Almanac, a Fraud-High referral application when we need to transfer the call to BFU App Review.
What is ACTION/ACTIVITY: Inbound call ->TYPE: Applicant ->RESULT/REASON: Leave Empty -> NOTES: Notate they passed first level and transferring to BFU App Review?
THE INFORMATION THAT, REQUESTED DOCUMENTS WILL VERIFY, IF TOOL VERIFICATION FOR INNOVIS AND RMS BOTH FAILED, IN THE PROCESS OF OPENING AN ACCOUNT.
WHAT IS FULL NAME, SSN, AND DOB OR ADDRESS?
The process of handling and documenting application referrals that can be verified by tools.
What is Select Pass from the System Results drop-down. > Update referral Notes field > Action Notes based on tool used. > Enter name of tools(s) used for verification in Pending Documents field.>Click Submit?
A joint owner who is added successfully to a cashback debit account will automatically receive a debit card in the mail.
WHAT IS FALSE
The first step you should take when opening a new account for an existing customer, after reading the rate disclosure.
What is Ask the account owner for the following information and compare their answers with the information listed in Atlas, making updates as applicable (refer to the CB Customer Maintenance Atlas Procedure)?
The dropdown TYPE name, in Atlas, to search when a customer calls in and has applied online and received a message that says to call DB.
What is Application ID?
The next steps when looking at the applicant's information in Almanac you are able to first level verify the customer. The referral reason is CIP Verification. The customer has an SSN that starts with the number 9.
What is Advise SSN requirements and new application needed. 2. Click Cancel Application in Almanac: Click Cancel Application > Confirm. 3. End?
The procedure when trying to transfer a call to Reg-E outside of their business hours.
What is Call Transfer Deposits/BFU/Retail Branch Job Aid?
POTENTIAL JO IS A BENEFICIARY ON REQUESTED ACCOUNT, NOT REGISTERED FOR OAC, AN OWNER ON ANOTHER CBD ACCOUNT AND REQUESTING TO BE ADDED TO CBD ACCOUNT, INCORRECT INFORMATION ENTERED DURING THE JO REQUEST, OR THE ACCOUNT OWNER IS ON EXISTING ACCOUNT(S) WITH CONFIRMED/POTENTIAL FRAUD.
WHAT IS PREVENTING A PERSON TO BE ADDED AS JO THROUGH SELF-SERVICE?
A customer shares their interest in adding beneficiaries to their account but does not know how or when they can be added.
What is after the account has been established via phone, online account center or mobile app?
The dropdown TYPE name, in Atlas, to search when a JO, that is being added to account, calls in and has applied online and received a message that says to call DB.
What is Account #?
The pieces of information we need to verify in RMS in order to pass an application.
What is Name, SSN, and DOB (Month/year only) or address top search result that is not a P.O. Box?
The delivery timeframe of a new/replacement debit card? What is the delivery timeframe of an expedited new/replacement debit card.
What is Debit Card Maintenance Article. Regular mail: 5-7 business days. Expedited: 1-2 business days?
PO & JO CALL DB AND ARE TRYING TO ADD JO AND BUT JO IS NOT ADDED TO ACCOUNT. AFTER 3RD PARTY DISCLOSURE IS READ AND 1ST LEVELING PO IN ATLAS, YOU GET THE CIF OF JO AND RESEARCH IN ALMANAC THERE IS AN APP REFERRED FOR W-9 MISMATCH. WITH JO ON THE LINE, YOU THEN 1ST LEVEL, (WHILE FIRST LEVELING IN ALMANAC) YOU COMPLETE THESE ACTIONS: 1. Click Not Verified. 2. Advise you are unable to locate an application, and a new application needs to be completed (refer to the Joint Owner Maintenance Deposits/Retail Branch Procedure). 3. End
WHAT IS THE HANDLING OF JO REQUEST FALLOUT IF SSN DOES NOT MATCH WHAT THE CUSTOMER PROVIDED?
The steps must you take if a debit card was ordered for account owner yesterday or today.
What is Advise: Debit card recently ordered, estimated timeframe to receive card, cannot order another debit card the same or prior day, End?
The listed steps: Select Pass in the System Results drop-down, Update Referral Notes field >Action Notes based on tool used & Enter name of tool(s) used for verification in Pending Documents field.
What is how to document the application when the customer passed tool verification (Innovis or RMS)?
The Copy ID information in blue text confirm the customer's information as verified in Innovis.
What is blue text in Innovis was first received within the last 90 days?
The information we provide the customer regarding the withdrawal per procedure, when closing a CD account at maturity or early.
What is Amount, method and EWP, if applicable?