Show:
Deposit Hold
Deposit Hold
Return Item Chargeback
Deposit Offer
Return Item Chargeback
100

Hold reasons that include risk, fraud, or possible return from the paying bank are eligible to be released.

True or False? 

FALSE 

100

Should we engage the Extended & Risk Hold Detection Hotline? 

Yes or No

NO

100

What path will help you with Return Item chargebacks? 

Service a Return Item Chargeback Inquiry

100

What path will assist you in knowing more about a Deposit bonus/ offer? 

Access or Research a Deposit Offer 

100

What is the return item reason code for Code 1?

Insufficient Funds (NSF)

200

For what amount will a standard hold be placed on a deposit?  

$6,725

200

Sometimes it is appropriate to suggest the hold may be released early or ask the client to call back?

True or False  

FALSE 

200

Where in CEW can you get more information about a returned item chargeback? 

By selecting Return Item Look-up Tool from the Web References dropdown.

200

How long may it take before an account number/ offer to appear in CIS? 

14 calendar days 

200

What is the return item reason code for code 7?

Refer to Maker

300

What are two ways clients can avoid a future deposit hold? 

Direct deposit or mobile and online transfers is a great way to get access to your funds faster

300

In the path, how many different talking points are there and what are they? 

  • The hold is placed to protect both you and the bank from losses.
  • The funds will be available on [date] [time].
  • In the future, using options such as direct deposit or mobile and online transfers is a great way to get access to your funds faster.
  • If a hold exists on the account with any of the following conditions, respond with “The account is currently under review and you will be contacted if further information is needed."
    • No phone calls
    • Quote Deposit Agreement
    • Call is outside department hours
300

How long will it take the bank to get a return notice when the item in question is still processing?

within 5-7 business days

300

Where in CEW/ synergy Web can we access CIS?

Select Customer Incentive System from the Account Services side panel.

300

What is the difference between looking for a return item charge back and a adjustment when viewing the account. 

  • A return item chargeback occurs when a deposited paper item returns unpaid.

AND

Adjustment is when there is a correction on a deposit made. 

400

Fraud is more likely to occur when account relationships are new (generally under 90 calendar days)?

True or False 

TRUE 

400

Hold lengths are always calculated in business days (Monday through Friday, excluding bank holidays)?


True or False 

TRUE 

400

What will you do when the client request a copy of the returned item and it has been more than 10 business days since item posted? 

  • Submit a Posting/Encoding Error Service Request.
  • Select Returned Item – Original/Missing Item from the Error Type dropdown list.
400

What does it mean and what can we share with client when we see they have a Qualified status on their offer?

Client is qualified for the incentive. Typically, the client is paid within a few weeks of qualifying, but it can take up to 60 calendar days depending on a variety of factors.

400

What path will help with viewing a adjustment and getting more info? 

View a Correction Notice - ImageView

500

Multiple and/or recent return items indicates a pattern that reinforces the need to keep the deposit on hold.

True or False 

TRUE

500

If a client has had repeated overdrafts on the account, for how long will the bank review the account to determine to place a standard hold?

6 months 

500

How much does BofA charge for a returned item fee? 

The Returned Deposited Item fee was eliminated in March 2022 for all clients

500

What are the different ways to Search for a inquiry from the dropdown list? 

  • Account Number
  • Promo Code
  • Party ID
  • Associate Name
  • Order Number
  • Name and Postal Code
  • Date Range
500

When searching for a Deposit correction notice, how long or short can the date range be when searching? 

Note: Date range cannot exceed 90 days.