debit card's
discussing specific debit card or account information with a caller, this important security step should be completed.
verification/authentication?
A client spends more money than is available in their checking account, potentially causing the account to go below $0. This banking situation may be associated with this type of fee.
what pro will you follow for a refund if cl requests one?
overdraft fee
PRO-6110
this system is used to remove a dormant status off of an account.
BLUEZONE
What is a password reset
IS HRA required?
A client forgot their login credentials and cannot sign into Online Banking?
NO
client is calling in due to a death of someone on the account
pro-1030
A client receives a new debit card in the mail. This step generally needs to happen before the card can be used.
card activation
A client asks for a fee refund and says, "Someone refunded this for me last month." Before deciding whether another refund is appropriate, the representative should check this along with the current refund guidelines.
he client's previous fee-refund history and current eligibility?
CIF comments
This system is used to review statements, adjustment letters, and account documents.
what am i?
CMOD
What is unlocking OLB
IS HRA REQUIRED?
A client is locked out of Online Banking and needs access restored?
YES
client is calling in to set up olb for a TRUST account
what pro will you follow?
PRO-8888
pro-7551
A client wants to spend more than their current debit card transaction limit.
What is a spending limit increase?
A client notices a monthly charge associated with maintaining their checking account. This is commonly called this type of fee.
a monthly maintenance fee
This tool is used to review Zelle transaction details.
what am i ?
ZUCCI
What is setting up OLB
what Acadia would you follow?
A client needs help enrolling in Online Banking for the first time, what is this called?
PRO-9266
a client received a letter about their property going to be turned over to the state
what pro will you folllow?
man-2649
pro-9458
This can be used to temporarily restrict or manage debit card transaction activity
What are debit card controls
A business client sees a charge on their account related to treasury, transaction, or account services. This document can help identify how the fee was calculated.
the account analysis statement
You used this resource to locate fee information/ product information
TASK
client/BTM calls in to get primary in DAH updated so it reflects client name and not the business name, what acadia would you follow?
is HRA REQUIERED?
PRO-7516
YES, unless assisting a BTM
client is calling in to get their tax document/1099
what pro will you follow?
PRO-8786
client is calling in to due to a damaged card or get a name change on a card that is still in their possession.
what acaida will you follow?
can they change both first and last name using this PRO??
PRO-9049
no,
Clients can have any first name they choose printed on their card. The last name cannot be changed, but their Preferred Name can be anything within these guidelines:
A client is extremely upset about several fees and demands that all of them be removed. After researching the account, you determine some may qualify for consideration while others may not. What should you do instead of promising that every fee will be refunded?
what pros would you follow to process fee's other than OD/RI fee's
review each fee individually, explain why it occurred, and follow the applicable fee-refund guidelines
PRO-6114
client sent out a BillPay payment the payee did not receive it and is threatening the service
what system will you be in?
partner care
client is calling in to get his accounts linked what pro will you follow?
what documents/authority does the cl need to be on?
is HRA required?
pro-7707
Be a signer on the most recent Business Corporate Resolution of both businesses.
Be the digital banking profile owner of the business profile to which the account is being linked
YES
a client noticed that a check cleared for the wrong amount but the check image shows the correct amount what pro will you follow?
PRO-6805