Money Movement
Should we ever guarantee the same business day time frame for an outgoing wire to a customer?
No, even though a wire is usually done same business day when requested before 4pm EST, it could still take 1-3 business days if extra review is needed
True or False: A customer may use their name in the secret word or hint.
False
True or False: An OSA will systematically close in 30 calendar days if it has not been funded and a CD will close in 60 calendar days if it has not been funded.
False, it is 60 days for the OSA and 30 days for the CD
If a disclosure has a customer's name in it, do we have to say their name?
Yes
True or False: We can cancel a transfer that was done yesterday.
False
True or False: You can fund a HYCD as many times as you want online during the 30 day funding period.
False, a HYCD can only be funded one time online and any other funding has to be done by Contact Center
What are the steps you need to follow when changing a date of birth?
Reach out to Vanity to see if they can make that fix
Customer wants to close their CD at maturity and send some funds to their OSA and some funds to their external account. Can they do this?
No, we cannot do split transfers. All of the funds have to go to one place first.
This disclosure lets the customer know that we will ask for personal information to allow us to identify them during account opening.
USA Patriot Act
True or False: A signature is required by the customer when they receive a check they requested that is over $5,000.
True
What are the three requirements the customer must meet to be able to do an escrow wire?
They have been a customer for more than 6 months, the wire amount is at least $10k and their account balance meets or exceeds the transfer amount for a minimum of six months
The following talking points are used when a customer has questions about general security concerns.
General Security Incident Talking Points
What are the possible reasons for a forced account closure that we are able to tell a customer?
This disclosure talks about how the customer will be receiving the welcome kit and signature card.
Statement delivery script
True or False: For a joint account, there is only one profile for that account.
False, each owner has their own customer profile
Where can we see how long a customer's funds are on hold?
WebCSR
True or False: Any account owner can opt out of the privacy preferences for themselves and can request that they be updated for all account owners.
True
How do we close a zero balance never funded account?
We inform the customer of the 1-2 business day time frame and of the closure notification they will receive and we create a case in Appian for the closure
What is the disclosure that we need to disclose each time a new party joins the line?
The recorded line disclosure
How do we expedite a case?
After obtaining TL approval for the expedite, it is done in Appian once the case is already made. You have to go back into the case and select expedite.
What is an IMAD number?
It is a tracking reference number that is made available once we have completed a wire. It proves that we have completed the wire and that the funds have left us. It can be given to customers and other banks can use it.
How can a customer access their account while they are out of the country?
They can always access their account via the Contact Center (some countries that are not blocked by us could have online access)
What is the customer error exception?
If a customer makes a mistake with an account (funded it with wrong amount or picked the wrong term) and they call in within 48 hours of opening that account, with TL approval, we can close that account without an EWP
What are examples of times when we do NOT need to read the USA Patriot Act and FDIC Disclosure?
-Adding accounts to existing customer profile
-Completing an online application in WebCSR (if customer’s info is already in application)
What should we do if someone calls in and says that they have never had or opened an account with Marcus before, but you find a profile with their information in AUI?
Reach out to Fraud