Situations
If a mbr has a verified CW do we need to send an OTP?
No, however there are certain procedures that require OTP regardless of presence of codeword.
What does OTP stand for?
One-Time Passcode
If a member calls in as identified, what do you need to obtain from them before providing account information or taking actions on an account?
Full name and Codeword (if applicable)
True or False: A caller must be identified prior to providing public information.
False
You must ask the member's __________ before you transfer or place him/her on hold and give the reason for the transfer/hold.
permission
What is the maximum number of times you can send a One-Time Passcode to a member?
Two times
What does HRV stand for?
High-Risk Verified
What should you advise a caller if they fail Initial ID?
Advise the caller "I am unable to confirm your identity at this time" and advise him/her to submit the request in writing or at a branch
Captain Archibald T. Crunch calls to perform a high risk transaction but is struggling with his codeword. His codeword is "Marshmallow 1963" What guidance are you able to provide?
One of any of the following hints:
How long should you place the member level note when you had a dead air call and you have to disconnect the call?
90 days
Do you have to ask for the Codeword on a Business Account if owner/authorized signer has already been identified through their personal account?
Yes
What are some examples of “excessive stalling” if someone is trying to impersonate a member?
Asking you to repeat questions, not responding to initial ID and/or probing questions in a timely manner
How should you close a call if the member's request is complete?
Let the member know what to expect next (if applicable), Offer additional assistance (if applicable), and combine a professional closing response with an expression of gratitude.
When making an Outbound Call to a member as a follow-up to an OLC, can you perform OTP?
No
Do you have to ask for the Codeword on a Business Account if owner/authorized signer has already been identified through their personal account?
Yes
Under which conditions do you not have to ask for the last 4 of the SSN or DOB when identifying a personal account?
When USD states ‘Member has been identified’
What does SOB stands for?
Source of Business
What are the steps for identifying a business account?
Name of Business, First & Last name of owner/authorized signer along with their DOB and SSN, Codeword (if applicable)
To determine if and how you should send a passcode what should you use?
High Risk Wizard
If a member asks to place you on hold, what must you advise the member?
That you can remain on hold for no longer than 60 seconds. If you remain on hold for more than 60 seconds, follow the Dead Air procedures.
TRUE/FALSE: If you receive a call from a caller who has a suspicious person alert and they correctly identify their codeword, you are able to proceed with the caller's request and remove the suspicious person alert.
What does MTO & MVO stand for?
Member Telephone Office & Member Visited Office
What should you do if a member asks you to speak to another person on their behalf?
The member must be identified and give specific permission to release information and/or act on their behalf
If a member calls in as unidentified, what do you need to obtain from them before providing account information or taking actions on an account?
Full name, DOB, last 4 digits of their SSN and codeword (if applicable)
Where is the association account information located to Identify the authorized users?
Member level notes