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When can we complete a ATM limit increase?
During a natural disaster! (customer must be located near within the natural disaster zone)
Debit card maintenance procedure// In this situation the agent would transfer to CEG.
What information must ALWAYS be verified when taking new app for existing customer?
Full SSN, Name, DOB, MMN, Full address, phone number, email
What must be completed before sending out new debit card?
Deactivation existing active card
What changes will be effective for ACH process as of November?
Ach withdrawals initiated externally will be posted during the business day as well as the regular end of day processing?
Wat is the daily POS limit for customers who have had an account with us for less then 30 days?
2500$ if account is under 30 days!
Debit Card Maintenance Procedure
Proper way to quote FDIC coverage?
Discover bank is a member of the FDIC, yours funds are insured for up to $250k per depositor for each account ownership category.
www.fdic.gov (877) 275 3342
What is the proper way to quote rates?
All rates quoted today are quoted in Annual Percentage Yields and are as of today’s date. Our Money Markets and Online Savings accounts have variable rates that are subject to change daily
What steps do we take when BCT has extended hold longer than 90 seconds and caller is requesting follow up? What time frame must we provide?
- Submit manual request advise 1-2bds follow up
When should we transfer to our new retention team?
When the customer either has a money market account or a savings account balance over 15,000$
What information can we provide for account holder regarding their credit card?
NOTHING /ZERO. We can can only go over banking info.
What action do we take if the application has gone into the security negative list?
A team will automatically work these applications, thank the customer for the application they will receive a letter in the mail with our decision
How many Joint owners can we have on an account?
Up to 99 joint owners, 5 can be added during app.
What time frame do we provide account holders for incoming/outgoing international wire transfers?
Can take up to 2-3 weeks!
When during call for AAA/AAII/NEA must we go over the disclosure?
During opening or closing or call
If an account holder failed there verbal password , what action do we take?
Transfer to bfu.
What action do we take when no compass profile created?
Verify no person info is missing such as DOB, SSN etc
What does H.E.R.O stand for?
Helpful
Engaged
Resourceful
Ownership
When is it acceptable to close out a CD and transfer funds as ACH?
When it is a grandfathered account!
Are we able to process credit card payment?
Yes by selecting withdrawal/deposit
*Always confirm last 4 digits credit card #
What guidance would you provide customer regarding a charge off?
Advise them that they can still submit a payment to resolve charge off and mail deposit to standard deposit mailing address and refer them to ChexSystem for additional handling