Show:
HRV WIZARD
Additional ID
True or False
100

At what tenure date can an MSR stop using the HRV Wizard 

NEVERRRRRRRRR

100

When do you click the HRV button?

Once completion of HRV transaction.

100

If member needs a debit card sent to an address updated within 30 days this is considered HR. 

TRUE

200

If a member's number has been updated within 30 days are you able to send OTP?

Yes, if there is a green check mark given.

200

When do you give Codeword guidance?

NEVER

200

Once your tenure reaches 90 days you are not required to use the HRV Wizard, it is however good practice.

False

300

Per the wizard, do you send OTP before or after the on-demand text for transfers over $1,000.00

After

300
What ways can you send OTP?

Text, voice, email 

300

You are able to email the member's username.

False 

400

If the wizard instructs for a written request from the member in order to complete the transaction. What is the format for the written request?

All written requests, whether submitted via fax, mail or eMessage must have the following information:

  • Caller's full name (member, joint owner, AIF, etc.)
  • Caller's email address 
  • Information regarding the requested transaction
  • Best time to be called back
  • Caller's signature (signed three times)
  • Include valid Government Issue Photo ID (Military IDs are not accepted because they are unable to be photocopied or sent for imaging per Title 18, US Code Part 1, Chapter 33, Section 701)
    • Instruct the member to, if possible, include a photocopy of their ID on the same page as the written request.  
  • Optional:
    • Account number or access number 
400

When do you verify the Codeword?


    • The member requests a transaction that is High Risk and the HRV indicator is not present. 
    • Transferring the member to a non-CCO group.
    • During initial ID if there is an "Always Ask" comment on the Codeword alert. 
  • If the member can verify their Codeword, and there are no red flags, do not complete OTP, unless otherwise stated in the manual procedures.
400

Raising the DC POS limit, regardless of amount, is considered high risk.

False - only over $3,000

500

If a joint owner non-member cannot pass OTP due to the Red X in the wizard what is the next step?

Transaction must be handled by primary owner once OTP is passed

500

Can minors pass OTP?

Yes

500

You are able to run OTP if making an outbound call.

False