Verification
Script referenced when a call appears to not have anyone on the other end.
What is a ghost script?
KB 9,797
It is important to do this to get all information to assist the mbr
What is probing
Card limit increase will revert back
What is 11 pm est?
T or F
Courtesy pay is not available with the spend safe checking account
True
What fee is charged when members and shared branch members use the coin machine and amount exceeds $250?
What is a 3% fee?
What do POA (Power of Attorney) still have to verify regardless of calling in RED or GREEN?
What is Member Number, last 4 of SSN, DOB?
or
What is other account information, and 4 questions from POA Information Form?
KB #: 9,683
When calling a member back, if he/she does not answer, it’s okay to leave information pertaining to the members account or previous call on their personal voicemail.
false
If a member is talking and you speak over them WITHOUT apologizing
What is interrupting?
KB 8,605
T or F
Visa charges a 2% foreign transaction fee for all purchases made outside of the US
False
Fee applied on the 10th day after a 9-day grace period
What is a $25 visa late fee?
# of questions required if mbr provided the following
When receiving a warm transfer from a Delta Community employee, you should?
What is
Huh, Yeah, Gotcha & Like are informal words and are violations under which QA Guideline?
What is grammar?
KB#: 8,605
T or F
If members are successfully verified on one account we don't need to re-verify them (includes personal and business accounts)
True
You will be charged this fee for each withdrawal transaction made at a non-Delta Community or COOP network ATM, regardless of whether they occur within a single or multiple ATM session.
What is a Non-Network ATM Fee? $2
This is sometimes a pop up or an account note that will appear in symitar or msp. If a member does not provide it, or if they get it incorrect you will have to fail their verification.
What is a verbal password?
Payment type and acct# should be changed before submitting loan payment.
What is 1st mortgage payment?
How many days will the member have to fund their new CD?
What is 14 days?
T or F
Mobile deposits that are deposited after 2 p.m. get a hold release up to $500 same day
False
How can Business Checking Acct get the $10 monthly service fee waived?
KB#: 10,576
* Average Daily Balance of $750.00 is maintained throughout the month.
* The $10.00 fee is also waived with a combined deposit and/or loan relationship within the business account totaling $20,000.00.
If the agent receives a "fully verified" call from PSCU employee, the DCCU agent must...
The agent must re-verify the member by following the standard verification guidelines.
What is 15 seconds or more of an extended pause?
What is dead air?
The proper procedure when waiving fees
What is providing the mbr with the new balance, educating the member on how to avoid fees moving fwd
T or F
Run VAU.SERVICE before creating/ordering a new card.
True
Mbr is enrolled in CP and has a negative balance but no CP fee was assessed
What is a debit card w/d having an available balance at authorization and a negative balance at posting?
What is a debit card withdrawal having both a negative available balance at authorization and a negative available balance at posting, in order for a Courtesy Pay fee to be assessed for the withdrawal?