STATUS A
Due to growing health concerns and increasing instructions to remain home, teammates should ask the client what about paperwork when creating a RETS claim.
Instead of asking whether the client would like to receive paperwork via email or regular mail, ask clients if they have an email address paperwork can be sent to.
Client verifies the business name as "Dukes of Hazzard" in CLP but in FDR it states "Dukes of Hazzard Enterprises" Can we accept the 1st option?
Yes- CLP would take precedence
When an account is under No Debits and Pending Account Closure Status what should we first review?
Select the account the client is calling about and review the account notes to determine if there is an existing CSI case/ contact FSU
How long does a merchant have to represent a case that's in dispute?
45 days
Personal client has a confidential status on the account and has a pending ach transaction they did not do how would you proceed?
Place a stop on the fraud item and create a rets claim.
When reviewing transactions in the fraud suspect que, what must be provide to the client
Betsy Johnson called to change her address on her consumer acct but she advised she left her cell phone at work and she's currently at a photo shoot. Are we able to assist with the address change?
Ask the client if they have access to a landline phone, and/or can receive a voice phone call while they’re on the phone.
True or false- When explaining to the client the reasoning behind a no debits/ closure on the account, we should first start off with "Per rules and regulations...."
False
Client called in asking when he will receive his credit from a merchant dispute case that was submitted back on 4/25. Notation in CIS states chargeback was done on 5/26. What should be advised?
In FDR there will be a date when the chargeback is initiated. From the chargeback date count two business days and that is when the client will receive a provisional credit. On the same day as chargeback you will see the numbers 5054 (this means a letter has been sent out advising client of the provisional credit). (Huddle from 5/22)
The client matches all criteria for real time decline except he had 2 NSF that were given back as a courtesy in April due to covid-19. Who should we reach out to for assistance?
nobody. Client does not meet all the criteria
What is the criteria if we need to remove a Status A from a debit card? Under what circumstance should this be offered to the client?
Freddy Kruger has a stts A. He does not know the last 4 digits of his comp tax id on his cc and its not under his SSN or emp ID. You proceed to ask chall quest but there is no phn# on file. However, he gave you the phn# to the PR officer. Can we still assist the ch?
The telephone number listed in the First Data record.
If the number can be found in the First Data system,
it may be accepted.
Can the client open a new account if the account is closed?
The client will not be able to open a new account if the account was closed due to suspected fraud or other derogatory information on record.
Harry Stiles called in on Sunday reporting a Zelle transaction that is currently pending. He's requesting a stop payment and advised he cancelled the transaction 2 days ago. What should be advised?
Transaction was cancelled on Friday, its possible it wouldn't be adjusted till the following business day. A RETS claim can be created as real time pymt, trans cancelled
This type of activity may come up under what in FDR- Client is depositing checks drawn on another financial institution with the same name as the maker or signer of the SunTrust client.
KITING
What is status F? And how should this be handled?
Consumer Credit Cards are usually placed in an 'F' status when account takeover is suspected.
You are able to verify the client's identity with a Branch Teammate, Relationship Manager, Client Advisor, or other Bank Officer assigned to the client. OR
If the client is not physically in the branch, Contact Center teammates cannot remove the Status F.
Leonardo DiCaprio is listed as a joint acct hldr and is calling to create a fraud claim today for a $500 cash withdraw. However, his wife put the account under a confidential status. How should we proceed?
Create A RETS claim. Client provided the fraud charge
What should be advised on the timeframe when the account is under this status?
First we have to wait 5 business days with no account activity, every time there is any type of activity it will reset. So after the 5 business days of no account activity, the closing process will begin. The closing process takes 10 business days for the account to close. Once the account is closed, 7-10 business later the client will receive the closing letter in the mail. IF any funds are due back to the client, he/she will receive them in the mail around the same time frame as the closing letter but a different envelope.
Janet Jackson had a fraud claim that was denied due to inconsistencies and a different amount than sales slip(cc) case that was denied due to non receipt of paperwork. Client also mentions she has been out the country for 90dys. What needs to be done at this point?
Possible rebuttal form (if has addtl info)
Dispute escalation form
Donald Trump owes money to the back from his line of credit. He is calling in upset because Truist took the money out from his DDA acct. Does he have a claim? If not Y.
If a client owes SunTrust money as a borrower, co-borrower, guarantor, or otherwise on a loan, line or credit card and that account becomes past due, the Bank has the right, both under the law and the SunTrust Rules and Regulations for Deposit Accounts, to use the money from any or all of the client’s deposit account(s) to make the payment owed, even if the withdrawal from the deposit account results in an interest penalty, dishonor of checks or other unavailability of funds. This ‘right’ is called the right of offset
If a Merchant/Third Party is calling to report a card that has been found, what should we do?
Block the card ‘A’, and then contact the company or assigned banker to inform them that the card has been found and closed to prevent unauthorized transactions.
After you verified the client you notice an alert for return mail what do you do?
Verify the address is correct and remove the alert
If the address is incorrect must complete HRA edit the address and remove the alert.
If there is no visible reasoning behind an account closure, what should be typically advised to the client?
Your SunTrust account is being closed by an area of Loss Prevention. You will be receiving a letter in the mail that explains the reason for the decision to close your account. Unfortunately, I do not have access to the exact reason at this time. Often the reasons are:
Branch TM called in giving you the acct# for Michael Myers to report an ATM overage on a missing ATM deposit but she does not have the case#. What should we advise the TM?
Obtain the following information and enter it into the RETS case notes:
"Hi I'm calling to close my husband's account due to recently passing away". What are your next steps
1. Empathized
Personal clients only:
2. Complete & Submit the LEAPS form & Advise of disclosures
3. Advise the caller a death certificate or Letters of Testament/Administration confirming the client's death will need to be submitted.
4. Close the card and notate