Authentication I
Our Customer provided consent to our Failsafe/Step-Up authentication disclosure.
What is the correct next step?
Ask the Customer to provide a phone number to receive a code or Can I send it to number you are calling from?
DO NOT state:
Can I send it to the number on file?
Jordan T Franklin Todd
Jordan T Todd
Jordan Franklin Todd
Jordan Todd
For Cat B direct deposit/debit question, the transaction shows as..
10/4/2022 $1,263.46 DIRECTDEP 41561641
The Customer states, "I received a direct deposit from MyCompanyInc in the amount of $1,263.46."
Did we verify this transaction?
No - We can only confirm the amount and date, therefore, need to obtain the date of the direct deposit.
Pass or Fail?
The Customer is eligible for a $35 refund, but given they have no received any refunds since opening the account in 2001, you refunded $105 to the account.
How long is our Grace Period?
11 pm the next business day.
Voiceprint was inconclusive, and then failed after resetting.
What is our next step?
Refer Customer to Store or self-service options via online banking.
Customer's name on file appears as Mary Smith-Middleton.
The Customer states their name as Mary J Smith-Middleton.
What do we do?
Prompt the Customer to provide their name as it appears on their account statement.
If the Customer cannot provide or provides it incorrectly three times, we must refer to Store or Online Banking.
The transaction we are looking to verify shows as....
10/8/2022 $967.52 St. Armand and Williams Co
The Customer' states, I received $967.52 from St Armand.
Can we accept this as a verified transaction?
No - The source was not provided in full. We should prompt the Customer to confirm the date of this direct deposit.
Customer profile:
Available Balance of $12,000
Check Deposit of $10,500 on 10/10/2022
Average Daily Balance of $5,300
Account opened on 7/21/2022
Increased ATM limit on 9/28/2022
Wants to place a down payment for a car for $9,000 Visa
What reason(s) would you decline this increase?
Check Deposit of $10,500 on 10/10/2022
Average Daily Balance of $5,300
Account opened on 7/21/2022
Wants to place a down payment for a car for $9,000 Visa
When does the Grace Period start?
After the Customer has a posted transaction that overdrafts the account more than $50.
You ask Cat A, Please tell me who you share this account with if anyone, and the Customer responds with Bob Jones Jr.
The name shows as Bob Jones.
Did the Customer provide an acceptable answer?
No - Jr is not on file, so the Cat A question should be failed.
The Password on file is 00100203@.
What are two acceptable responses the Customer can provide?
00100203@
100203
00100203
You ask Cat A in reference to the Checking Account, and the Customer confirmed they have two accounts, Checking and Savings.
You go to Cat B, but there are no questions available. You select the Savings account, and state, "In reference to your Savings account, please provide a transaction initiated through online banking."
Is this acceptable?
No - We should not reference any account information until after verification is completed.
You are enrolling a Customer into Online Banking, and have the customer verified. Note, there is not an email address on file.
What is the first step we should take before proceeding with enrollment.
Verify and update contact information, including the provided email address.
What is our new processing order for Personal accounts?
Credits processed first, all debits processed 2nd in time order, and fees processed last.
A Customer provided a phone number on file for Failsafe, but it is not verified.
What is our next step?
Confirm the phone number is on file in Ovation (RMI1) then confirm there are no phone number changes in the last 30 days (IMIP or STIP).
You read the Failsafe disclosure, but Customer asks how to access their text messages while on the phone.
After helping the Customer, they then state, "Okay, you can send me the text."
Is this affirmative consent?
No - We should restate the disclosure and obtain affirmative consent.
You begin verification, but then feel something is "off" as the Customer is stating multiple names and you question who you are speaking with.
You close out of Ovation, and begin authentication again to ensure you are speaking with the correct account holder.
Is this acceptable?
With our Not Enrolled option, we will still pay checks, ACH, and recurring debit card transactions.
Fail - We must add "at the bank's discretion"
What is the cut off time for Zelle transactions to meet the Grace Period deadline?
10:30pm