Show:
Bill Pay
Mobile Token
Zelle
KYC
External Transfers
100

How long does an expedited bill pay check take to deliver?

Next business day
100

What do you do if the client only has a credit card with us and isn't enrolled in online banking?

Refer to branch

100

What is the timeframe for unblocking a blocked Zelle profile?

5 business days

100

How many verification points are needed for a branch rep?

3 total, including first and last name

100

What is the cut off time to cancel a pending external transfer?

We're unable to cancel pending external transfers

200

What is the minimum amount required for a bill pay payment?

$1
200

How far back in the audit log do you check for:

  • Enroll-EOU (new)
  • Enroll-EOA (new with ATM and PIN)
  • Enroll-ERB (retrieve user ID)
  • RUD (user ID reset - request)

pull for 7 days, check the last 2 business days

200

What does the invalid address error mean in audit log when registering Zelle?

The client has an incomplete or foreign address on file

200

How would you verify someone before creating a OTAC?

OTP

200

What would we do if an external transfer is not received after 4 business days?

File a transfer dispute

300

How long would it take for the funds to return if a bill payment is rejected by merchant?

The client should receive a credit within 10 business days of the rejection
300

What troubleshooting should be done when there is no activation results after searching a card in Mastercard Connect?

Have the client delete/re-add the card.

300

What time does a client's Zelle limit reset?

  • The limit resets at 12:00 a.m. CT each night.
300

What would you do if the client gave you multiple answers for a KYC question?

Ask the client to choose only one as their answer.

300

How does a client delete an external transfer account?

clients are not able to delete external transfer accounts, we would delete it for them

400

When do bill pay payments get processed?

7 PM Eastern Time

400

What do you do if you get a fraud warning in Mastercard Connect?

Refer to the branch. If they are at the branch, you can proceed.

400

What is the only status that will allow a client to cancel an outgoing payment?

Unclaimed

400

What are the three levels of authentication?

  • Basic is the minimum level of authentication.
  • High-risk is the medium level of authentication. The following methods are used to complete high-risk authentication:
    • Quest High Risk
  • Advanced is the highest level of authentication.
  • The following methods are used to complete advanced authentication:
    • One-time passcode (OTP)
    • Next Caller (green status , ANI match, and last four of social security number [SSN])
    • VRU verified with ATM or debit card and personal identification number (PIN)
400

What are three reasons an external account could be declined when a client attempts to add it?

-Client is not the owner of the external account. 

-Account information being used is incorrect.

-Client information at both banks do not match. Example John Smith vs John R Smith.

-The external account was newly opened.

-The other bank is blocking it.


500

How would you remove a stop on a bill pay check?

You can't

500

Name three card types that aren't eligible for mobile tokens.

  • business debit cards
  • business credit cards
  • ATM cards
  • Key Possibilities cards
  • Health Savings Account (HSA) debit cards
  • equity cards
  • PCL cards
  • commercial LOC debit cards
  • cards on our commercial platform
500
Name two account types that aren't eligible for Zelle.

The feature isn't available on business, savings, and Health Savings Accounts (HSAs).

500

What verification is needed for an unlock with a private banking rep on the phone?

You must verify the private bank rep, and the client must be conferenced in.


500

What is the daily external transfer limit for Private clients? (KPC)

$12,500