Raccoons QC Errors
Agent did not not notify member he would be receiving an email confirmation with his choice of ODP selection (new account).
KC Page: 1007341
Set Up Overdraft Preferences on New Accounts (English) - SC
FSR updated member phone number and email without using RG Life Events
KC Page: 1003796
Change Contact Info on a Personal Account
FSR wanted to make sure they understood how to get a check mailed and endorsed.
KC page: 1008520
Submit a Restriction Endorsement Request in MACU CRM
The agent did not provide all dispute options to the member when disputing a card transaction.
KC Page: 1005338
Navigate Quavo
FSR disclosed minimum loan payment to a third party.
Do not provide payment information to anyone other than the loan owner. If the caller does not know the minimum payment, direct them to contact the loan owner.
KC Page 1006737
Third-Party Verification
I moved recently and need to change my address in workday
KC Page: 1004579
Add or Change Home Contact Information
The agent allowed multiple attempts for codeword verification.
KC Page: 1005663
Member Codewords
Truth in Savings form was not emailed to the member
KC Page: 1003230
Multiple pages, any that discusses a new share will include this in the step by steps
I need help refunding a members fee's over my limit
KC Page: 1004274
Refund Member Fees
The agent did not encrypt member specific information when sending email. Encrypt information that is member or account specific (ex. personal information...VIN).
KC Page: 1004530
Send an Encrypted Email
During RHQ, the FSR coached the member on what types of questions would be asked. When the member provided incorrect answers, the FSR asked the questions repeatedly.
KC Page: 1006736
Red Herring Questions
Member started auto loan in branch, it needs inspection, can I do that?
KC Page: 1003871
Collateral Inspections
The agent didn't acknowledge member was pre-verified through the system.
KC Page: 1006738
Inbound Verification
Cenote Review: Missing Boxes 8/9 on All Required Loans
KC Page: 1006950
Communicate a CENOTE
Member wants to purchase GAP after their loan was finalized, how can I do that?
KC Page: 1008079
Purchase of Finance GAP