Peanut Butter Jelly Time
When an application shows in atlas as
-canceled
-Error in CIF
-Expired
What do we advise the customer to do next?
There are no active applications with that information applicant would need to reapply.
If an applicant applied as a JO and the SSN is incorrect, what are the next steps we can advise the customer?
There is no active application, lets try to reapply and double check everything entered.
If a customer has multiple applications for different accounts they would like to open, what type of account application would we process first?
The cashback debit account
What is the exception to the rule?
CIP exception
True or False, Address verification would need the applicants address to be verified in Google Maps and USPS
True
How many days does an application stay active for us to work it?
30 days
How many days should the priority note be set for JO forms being sent in?
14 calendar days
Can a JO be removed from an account?
When the application comes back as a dedupe, what four pieces of information must we check?
First Name
Last Name
DOB
Address
What do we advise if we see a declined application
Application declined, a letter will be received in 7-10 business days
If an applicant gets an error in the application and it is not the first attempt, what do we need to do next?
escalate as needed
Can a JO be added without a US Physical Address?
If there is a TMX DENY ULR LOCK ADD JOINT OWNER, which department would we transfer to?
BFU
If the application comes back as a w9 discrepancy what must we compare in almanac to atlas?
true or false, If a customer calls in to follow up with a JO application, we can process the application with the PO
False, we need to verify the information with the JO
Customer calls in to add their spouse to their cashback debit and the system advised to give us a call. What is something that may have blocked this request?
The JO already has a cashback debit account.
The CIF is in active and the applicant would like to apply to be a PO of a new account, what are our next steps?
Confirm that the applicant does not want to be added as a JO on any account and email ebanksme with the following information
- Name of Customer
- CIF
- any inaccurate details
What are two ways the customer can access a JO Form?
By going through the PO account center or calling in to request a form
False, we would transfer to BFU.
*If only OFAC, talking point does not include a timeframe.
If a customer is calling in to ask if they are considered a US citizen or other US person, what steps do we advise the applicant to do?
They should review IRS classification of taxpayers
Applicant states they are in the address confidentiality program, what do we advise the customer?
The applicant needs to send in documentary evidence required
The CIF is inactive and the application would like to be added as a JO but there is no active pending application in almanac, what are our next steps?
After confirming the information is correct, we would request JO form and verification documents, adding a priority note to the account to expire in 14 days
The customer is requesting information about adding a JO to increase FDIC coverage, what are we required to do next?
Read the FDIC disclosure, advise the customer to reach out to the FDIC for further clarification
When verifying an applicant in Innovis, and the customer's information is in blue text and it has been more than 90 days since first received, what are our next steps?
Move to RMS to run the applicant's information
What fallouts require Innovis or RMS and what are we checking for?
LexisNexus
CIP Verification
We are verifying the first and last name, DOB or Address, and SSN