ACH's & Draft's
If a member comes in or calls about a letter they received about an ACH where do you look?
In the ACH Exceptions (In the shared drive)
How do you block, issue, and activate a card?
Using the card wizard button in Episys
True or False: We can dispute pending charges
False: Charges need to have cleared and posted to the transaction history in order to dispute.
What does RDA stand for?
Remote Deposit Anywhere
When changing an address what warning code is placed on the account?
Address changed within 30 days
How far back can a member ask to return an ACH?
60 days
What are the fees for credit, debit and atm cards?
Debit and credit: $5.00 for any lost or broken card
ATM: $25.00 for a new, reissue, and lost or broken card.
How far back can we dispute an item?
90 Days
What are the limits for RDA?
$2,000.00
$4,000.00
$6,000.00
When changing an address from a bad address to a current address what steps must be taken?
Remove bad address warning code
Change mail code from no mail 01 to use individual mail codes
If a member wants to dispute an ach or check what form do you use?
Written Statement of Unauthorized ACH
How do you put a travel note on a debit card?
Under the card record in card note type "75: C/H will be traveling to "state" from "date" to "date"".
True or False: We can refund any fees that incurred from a charge the member is disputing
True
What are at least three reasons why a member would not qualify for RDA?
Collection Warning on account
Fresh Start Checking
Non-profit and not for profit account
They have been revoked
What must never be in your scanning?
Staples!!!!!
True or false: We can edit a check number that has already cleared.
False: we can not fix it, this was a mistake made by the other FI.
What are the limits on Credit and Debit cards?
Debit: $4,000.00 Sig
$4,000.00 POS (Cannot be raised)
$800.00 ATM (Cannot be raised)
Credit: What ever the available balance is on the credit card
$500.00 ATM (Cannot be raised)
True or false: The credit given to a member in response to a dispute is a final and cannot be taken back out.
False: The credit the member is given is a provisional credit, meaning that if the dispute is deemed the members responsibility the credit will be reversed.
If a member abuses RDA, after a probation period they can have it back?
No, once a member loses RDA they cannot have it back. RDA Revoked Warning will be placed on the account.
What are the ways a member can change their address?
In branch
DocuSign
Online Banking
Return Mail (Contact Center)
If a check was cleared for an incorrect amount, what is this called and what do you do?
It is an encoding error. To get it corrected you email Electronic Services
True or false: A member that has a debit card can also have an ATM card.
False: If they have a debit card they cannot have an ATM card.
When is a member required to reach out to a merchant for an attempt to resolve?
Any time the member fills out a non fraud dispute.
True or False? A member will automatically be placed into a higher limit?
False! The member must request to have a higher limit.
What qualifies as a proper proof of address?
Government issued ID
Lease Agreement/ Utility Bill
Car registration
Mail that is not hand written