CMI Hodgepod
What does CMI stand for?
Compliance Monitoring Indicators
What does ADA stand for?
American Disabilities ACT
What is the first thing a teammate says when making an outbound call and someone answers?
Hello, this is Mike calling from Truist and I need to inform you that this call is being recorded.....
Can we tell a client that they need to contact the merchant before we can enter a claim?
No. We need to start the claim once we are notified that an error has occurred.
What does UDAPP stand for?
Unfair, Deceptive or Abusive Acts or Practices
Who at Truist is responsible for mitigating risk?
All teammates
How do you respond to a client who says they are unable to go into the branch because they are in a wheelchair?
Show empathy like "I am sorry you are unable to make it to the branch, let me see what other options I have for you:
Do you have to disclose our recording policy to a branch teammate if we hear the client in the background?
No
True or False: We can tell the client “I see only one of the transactions has posted to your account. Since the other transaction is pending still, you can call us back once they both post to start the claim."
False: we have to start the claim immediately
What does UDAPP-2 require?
It requires that the card is to be blocked for any fraud claim.
CMI falls under what area?
A. Controls
B. PQM Monitoring
C. Risk
Risk
What is a relay call?
It is a call from a third party including a client who is deaf and the third party translates.
If a teammate hears a whisper (outbound call) and then the client answers, do we have to provide the recording script?
No. If a client chooses not to wait in a queue and opts out to be called back, they hear the recording disclosure before the call is connected with the teammate.
True or False: It is extremely important that we create a claim accurately and make sure to include all transactions the client states are unauthorized
True! This includes going back through all transactions from the merchant to confirm if they were authorized or not
Is it okay to tell a client that our Truist One account is the best account for them because there are no fees ever?
No
What is the goal for each of our CMI Regulations?
95%
Name any of the questions on the PQM form related to the ADA act.
•Was the teammate willing to assist the disabled client over the phone and not refer them to the branch due to having a disability?
•Did the teammate accept the TDD/TTY or Relay Service call?
•If an accommodation was requested by the disabled client that is not already provided to fulfill their request, did the teammate engage a required member of leadership (i.e., CFS, Team Lead, or Coach) for assistance to see if an accommodation could be made?
•Did the teammate assist the disabled client with their special-order request (i.e. Braille, Large Print or Audio CD Statements)?
If a call is disconnected and you call back immediately and the same person you were speaking with answers, do you have to give the call recording disclosure?
Yes
Can we place a stop payment on a recurring debit card payment if the item is pending?
Yes. It will not stop it but will stop the next one.
If a client confirms fraud, you tell them you have to block and reissue the card and the client says he remembers making the transaction, do we still have to block the card?
Yes
True or False
CMI scores are from calls within the same month?
False
If a client is unable to travel to a branch, what does the teammate do?
What is the official title of the Call Recording CMI?
The Wire and Electronic Communications Interception and Interception of Oral Communications Act
REG E - 2 dosn't apply to ACH items?
True or False
False
UDAPP-2 is monitored on what two CMI PQM forms?
REG E-3 and REG Z-2