Phone Calls
What needs to be verified for inbound calls?
Full name
Last 4 of social
Mothers maiden name
Date of Birth
What is Finacle used for?
Reviewing applications
What do we advise the customer of (steps) if they would like to open in the name of a trust?
Advise the customer the form would need to be sent or downloaded from the website and upload to us
How do you submit a fax request?
Manual Request via Atlas
What do you do if a customer falls into Experian?
Run tools and if they clear then pass the application. If they don’t, ask for docs
Which types (ownership and account types) are you allowed to open for customers front line
OSA, MMA, CDs
What is WebTop used for?
Looking up docs submitted through secure document upload
What account types can be opened in the name of a Trust?
CDs & MMA
How long do you wait on hold for CEG before asking a TL/TC to take the call?
Wait for 2 minutes
What actions do we take for a customer whose application is in Neustar?
Send in front/back of DL
When someone calls in to ask questions about Discover Bank accounts, what should we ask during the call?
Offer to open the account
What is Vantiv used for?
Debit Card info / debit card decline
How many joint owners can be on 1 account?
You can add up to 5 Joint Owners
What is the secure message center?
Customers can write in and agents will respond back to customers. (like emailing back and forth)
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 much can you fund an account for electronically, while taking an application over the phone?
What is Rightfax used for?
Looking up faxes sent by customers to us
Can you convert a normal account to an affinity account (AAA/AAII/NEA)?
No / would have to open new account under affiliation then close normal account
How do you request Pre-paid Envlopes?
Adhoc Request
What action is taken if a customer application falls into OFAC?
BFU will work the application and they will receive a letter in the mail about our decision. Do not inform the customer of the tray.
What are some next steps that you would advise your customer of, if they just completed their application with you? (3 things)
You will receive a welcome kit in 7-10 BD
Get registered (esign)
Give them account number
What is Compass used for?
External Bank Account Information
Transfer Information
Does a custodian account have the ability of adding joint owners?
No joint owners but successor custodians
What information cannot be included in an Adhoc?
Full Account Number
What actions do we take for a customer whose application is in the de dup status?
Ask if they have an existing account/profile if they do we need to update the information and have them reapply