Policy & Procedure
This disclosure must be read verbatim: at beginning of any outbound call, anytime someone new comes on the line or to third party when customer or caller requests we speak to another individual on their behalf.
What is the Monitoring/Recording Disclosure
(Article no. 31280)
This kind of alert remains active for 7 years.
What is Extended Alert.
(Alert Types Article no. 32691)
Can you discuss/ explain adverse action / decline reasons with the banker? True or False
True
Banker entitlements Article #31425
This metric is important as it shows you how long you generally are on the line with a customer.
What is AHT (average handle time).
This filter allows us to see how customers are spending their funds
What is the Debits.
According to this procedure, terms such as "Spouse, has cancer, divorced, miss/mrs./mr. are prohibited when leaving comments as these terms may indicate customer's connection to a protected class.
What is the Lending Regulation Reference Guide
(Comment Reminders Article no. 31549)
True or False
When addressing a Consumer Statement one question must be asked in addition to full name to fully authenticate customer.
True
(Authentication Categories Article no. 31585)
Can a banker request a CLE.
Yes. Can perform CLE with account decrease:
(Article no. 31425)
Here you can specifically view your attendance metric.
What is the Schedule Adherence Reports.
From here you can view the activity from customer's specific accounts
What is the Transaction History tab.
Must be asked in addition to confirming customer's total gross annual income.
What is portion of GAI that is non-taxable.
(Gross Annual Income Disclosure Article no. 31266)
Code can represent extended, initial, or not a true consumer statement. It is advised to read alert verbiage to determine alert type.
What is Transunion 01 code.
(Alert Types Article no. 32691)
The third party verification tool that can be used to verify customer information gathered from several different resources.
What is Innovis.
(Verification tools- Innovis Article no. 34922)
Completed evaluations are shown here. This should be checked daily.
What is Completed Evaluations
This tool allows you to identify how many times a customer has over drafted their deposit accounts.
What is Past Occurrences (NSFs)
Must be read when making changes to customer's stated total gross annual income.
What is the Income Disclosure.
(Gross Annual Income Disclosure Article no. 31266)
This information is found in the alert description to reach customer, if it is not here we must decline as we are not able to authenticate.
What is the telephone number.
(Handle Consumer Statement Alerts- ACQ/CLI Article no. 32691)
Can the Banker act as customer's interpreter
Allowed except for certain scenarios, Not in California (Article 44538)
Here you can see your metric for the current month to date actual compared to the current month goal.
What is the Scorecard Report.
This filter allows us to confirm income, employment or ability to pay.
What are the credits.
Recommended to follow when file depth is less than 12 months or only Authorized User (AU) trades on the Credit Bureau Report.
What is No file/thin file guidelines.
(Article no. 38156)
The Transunion code 01 with the alert description reads: DO NOT CONFUSE WITH CONSUMERS OF SIMILAR IDENTIFICATION; VERIFY ALL IDENTIFYING INFORMATION.
What is Not a True Consumer Statement -Reason: OTHER
(Alert Types Article no. 32691)
This information cannot be discussed with the banker, without the customers permission
What is
Article 31425
Here you can find reviews where you and your manager discussed alerts you received.
What is the Coaching Activity Binder.
Where to see statuses of previous accounts, account numbers, etc.
What are the closed accounts.