Checking/Savings
This type of account is for students age 14-24 and converts to a Free Everyday checking account when they turn 25.
What is Campus Checking?
When a password is reset or a Member is newly enrolled in NFO, the temporary password is valid for this long before it expires.
What is 30 days?
This regulation requires each financial institution to create and implement an anti-money laundering program, including a customer identification program.
What is the Bank Secrecy Act?
You are required to address a Member by this at least once during the call, if you see it in UAD above their name and see they are current or prior military.
What is their rank?
After a checking or savings account is abandoned for a certain amount of time, this can happen to the account and will place a "Closed - Unclaimed Shares" status.
What is Escheatment?
This overdraft protection automatically pulls funds from the associated savings account when the checking account has insufficient or unavailable funds.
What is Overdraft Savings Transfer? (previously known as Funding)
A password needs to have all of these criteria to be accepted by our system.
What is at least one capitol letter, at least one number, at least one special character, and be between 8-32 characters long with no spaces.
This is the information you are able to provide to a Member who is fully identified but has a level 9 security alert or a member level security note on their account.
What are account balances, payment due amounts for lending products, and contact information (fax numbers, etc.)?
If you see this, you should address it during the call or advise the next MSR that you did not address it if you have to transfer the call to a different department.
What is the Update Status Ribbon?
When a Member calls in to find out what they need to do in order to change their name with us due to a recent legal name change, they need to fill out this form and return it to us with a copy of their new government issued photo ID.
What is the 97CI?
Each checking or savings account is protected by NCUA insurance coverage for at least this amount.
What is $250,000?
If a Member has locked their online banking with 6 or more incorrect login attempts, you can use this method to help unlock their access during the password reset process.
What is having the Member reset the password on the Mobile Lite site (m.navyfederal.org) or mobile app?
This type of fraud happens when a fraudster calls a Member and impersonates a Navy Federal MSR in an attempt to get confidential account and/or login information.
What is Vishing?
When a call is received and the account has a Suspicious Person Alert, we always run this in addition to all other identification questions during initial ID.
What is OTP (One Time Passcode)?
Each MSR in the Contact Center has the authority to refund this amount in posted fees for each call/interaction.
What is $125?
This type of check can be printed on request at any branch, up to five times per year.
What is a counter check?
Members have to be a Member for this long before they are eligible to enroll for Mobile Deposits?
What is 30 days?
This is the proper procedure when you need to transfer a Member to Security but the wait time is above two minutes.
What is perform a digital handoff/cold transfer and add a 30 day member level note advising of Member being fully identified, if any other identification was obtained, and a brief description of what the Member needs to discuss with Security?
When an upset Member calls in and demands to speak with someone in upper leadership (president/vice-president/etc of Navy Federal or any specific department), this is the proper procedure to follow.
What is warm transfer to the Assist Line?
When you learn that there is another person on the call, or another person joins the call in progress, you are required to state this before continuing on the call.
What is the Third Party Disclosure?
This type of transfer is limited to $5,000 per day and $15,000 per any five day window, per Member, when sending to an external checking account.
What is an ACH transfer?
This is a feature available on mobile banking if the Member has easy sign-in enabled, which gives them access to account information without signing into their account.
What is Sneak Peek?
This is used when you suspect the source of a Members funds, see suspicious activity in an account, or suspect their may be criminal activity concerning an account.
What is a Suspicious Activity Report (SAR) Coupon?
When a Member needs to be connected to Survivor Support for a new case but it is after hours and that department is closed, transfer to this department instead.
What is Advanced Account Services?
A Speedpay transaction has to be processed/completed before this time each day in order for that transaction to go through same day processing that evening.
What is 4:15pm est?