Authentication
What three options can you ask when placing a IVR call back to verify the account?
Address, Phone number or User Id.
What is the difference between OD Review and OD protection
OD review is the decision that they have chosen. OD protection is when the account is linked to an eligible account to avoid the OD fee.
When processing a payment in OLPC, what is the name of the required scripting that we must say verbatim.
Retail Loan Payment Nacha Rule.
What is a Counter Check?
When a client makes a withdrawal for cash with a teller
When a client is stating that they received a RI fee for an unauthorized transaction, what option can we offer to the client?
A Fee only Claim.
What must a client do to remove a dormant account?
Must go to the branch and initiate a debit transaction
Is there a $2 transfer fee when transferring from a DDA to a Loan account
No, only to another DDA or savings
What is required before closing a Retail account?
$0 Balance, no pending transactions and no future withdrawals or deposits.
What is the name of the service request that we can submit if the client wants information about an ACH payment?
ACH Details.
How can we verify if the client has chosen to go paperless on the statement?
We can search to see if the S is located on their statement where their name is listed on the first page of the statement
If the client requested to have a check image emailed to them, can we assist with this request and what would you do?
No, advise that they can locate the image in their OLB if it’s 45 days or less or we can submit the request through RT01.