Packs 12 and 13
Transaction fees for access accounts linked to lifesaver accounts will be removed?
What is the limit of cards a customer can have?
No limits on cards. However every replacement card will occur a fee. (No free cards every 12 months)
The use of novus and email to manage cards and payment disputes will be replaced by a dispute widget in what system?
CRM
Who do we contact now for assistance with an outage?
We contact our operations manager rather than payment services
Double points for who our operations manager is
Will home, business and personal loans that have been paid off be able to go into credit?
No
What system do we process deceased estates in?
CAMAN
When a customer exceeds their pin attempts. What options for resetting will they have?
1, Change Pin via online banking
2, wait overnight run and PIN attempts will reset
Who do we notify when hotcarding a card to check for any tokens?
Payment services (We can no longer see if any card payment is tokenised within CRM and Caman)
What 2 systems is CAMAN replacing?
Team and Novus
What system can be used to ammend or waive fees in?
CAMAN
What are the changes to the source of income/wealth question and county of residence?
The source of income and wealth questions will now be combined and we will no longer need to ask for country of residence (System uses the residential address to establish this)
True or false?
Closed accounts will still be visible through online banking and customers will need to hide them manually?
False. closed accounts wont be visible in online banking
What is the last day of the month that a scheduled payment can be set up?
Cant be set on a date greater than the 28th of the month
Fixed loan prepayment for new fixed loans will have a cap of _____ P/A above minimum repayments?
$10,000
Can we accept an account switching request from a new customers financial institution?
Yes or from a customer themselves
What fees are changing relating to credit cards?
Fee waiver if a customer spends $12000 annually is removed, Fees will apply regardless of spend.
Also cash advance fee will change from a % to a flat fee.
What are the new wording changes in the mobile app/online banking?
1 - Once is now changed to "today"
2 - Pay Anyone changes to "Pay someone"
3 - One time password will be called "Security Key"
Employers will log unusual activity in protecht (Rather than directly through the austrac website) The financial crimes operations team will then review and if deemed suspicious will then load the SMR through SAS
Will we still have NBO (Next best offers) post migration?
No
What 4 things will a customer be not be able to update in internet banking?
Overseas travel notifications, Mobile number, Email address and marketing campaign preferences
True
The existing EasyPay facility will be replaced by Data actions electronic transfer system and includes what options?
1- Scheduled transfer
2- Auto transfer
3- Balance transfer (for credit cards only)
What are the changes in regards to customer surveys? Like NPS and TCX?
1 - we don't need to advise customers they may receive a survey
2 - Managers no longer able to analyse customer data for individual team members performance
3- customer contact history will no longer be updated for surveys/research