DDA
Customer has a Reg CC Hold, and the Hold Alert Type shows as “Insufficient Funds”.
Reg CC Hold
Mr. William Smith wants to rest his password for online banking.
Password Reset
Yes/No:
Is updating an Email address in ACE a High Risk Transaction?
Yes
A son calls in to make a payment on his mother's mortgage. The call comes in yellow under her name and he is not a signor on the account. How do you proceed?
If the name don't match, start from scratch! Verify from RED as third party.
What is the name of the best Team in the CCC?
Team Espresso
What qualifies for a debit limit increase?
Debit Card Limit Increase.
How long must a customer have a relationship with the bank to qualify for MFA_Decline for zelle to be bypassed?
Zelle RSA
Yes/No:
Is OTP the ONLY option for issuing a temporary PIN?
What are the only acceptable Out of Wallet Questions you can ask a customer for Verification of DDA Account?
Name of signors on the account they are calling on.
Account customer is calling in on AND additional Open account type.
Amar's Favorite Phrase.
What have you searched in KB?
Customer has Denial code on their debit card of 025.
Ms. Jamie wants to add her Chase account as a payee online.
Add External Transfer Account
Yes/No:
Is defaulting a password to the PIN a High Risk Transaction?
No
Caller failed all verification. What do you do next?
Use empathy and advise the caller that they can either call back with the correct information or step inside a local branch as they may need to update their information.
Who is the best Supervisor/Team Lead Duo?
Alisha and Amar
Mr. Bill wants to know why he was restricted from advancing.
MAV
Customer calling due to a Fraudulent Zelle Payment.
CCC Disputes.
Yes/No:
Transferring funds in ACE $500+
No, $5,000+
Mr. James comes on the line explaining an issue him and his wife are having with a transaction on his account and you hear his wife in the background confirming the amount. What do you do?
Stop and obtain verbal permission to provide any account specific information with a third party present.
The Top song of 2023
'Flowers' by Miley Cyrus
Mr. Jones found a card on the the side walk with the name of Daphne Smith and wanted to let us know.
Good Sam Block
Mrs. Flowers stopped receiving the e-bill for her Duke Energy Bill Payment online.
Service Request
In order to mail a card to a One Time Mailing address you must ___?
OTP and ask 1 Enhanced OoW Question.
Customer calls in you obtain the SSN and Zip code. The customer gave the incorrect phone number but they gave the correct password. Are they fully verified?
No. Always verify password on file in ADDITION to ALL other Verification!
It's 7 O'clock.
On the dot. I'm in my drop top.