Debit Card Maintenance
Responding to fraud alert: All authorizations were declined or were zero-dollar authorizations. Next step.
What is: Refer to Close Card - ATM / Debit Card Maintenance - Deposit Servicing and Order New ATM or Debit Card - ATM/Debit Card Maintenance - Deposit Servicing. - PRO57930
12 y/o mbr calls in to transfer funds from Checking to Savings.
What is: Advise the caller that a parent or guardian will need to be verified to proceed. PRO25359
Account reflects "W9: NO" and mbr states they sent in the document, next step.
What is: proceed to View Documents. PRO33507
Mbr response to phone password: "Either 1922 or
Going Above 1".
What is: Advise the caller that only one response is acceptable. PRO25359
Inbound FICO call.
What is: Review Suspicious Debit Card Activity (Auto Dialer/Fraud Detection/Pin Change)- Deposit Servicing -PRO57930
Mbr wants to add new Savings account to existing DC.
What is:
Add, Delete, or Switch a Savings Account on an Existing Debit Card - ATM/Debit Card Maintenance - Deposit Servicing PRO19462
Mbr calls to STOP "Text Savings" (HINT: Also known as Savings Booster)
What is: text Stop to the short code 548-722. - PRO31502
Mbr calls not able to use Zelle, account shows EXP Officer Code. What is advised?
What is: “Due to recent deposit account activity, you are currently ineligible for Send Money with Zelle. However, your account will be systematically reviewed, and, with sustained positive activity, access could be reinstated.” PRO33598
Call drops and mbr is not authenticated.
What is: How to Handle a Disconnected Call - REF11973
Step #6 when removing a fraud block
What is verify if the member is traveling. PRO57930
Step #1 when increasing ATM withdrawal limit.
What is: High-risk plus the member and select Enhanced Authentication? - PRO19445
Mbr received letter from SOVOS regarding a B-Notice.
What is: Backup Withholding - Deposit Servicing PRO19495
Third Bullet Voluntary Removal Request.
What is: An EWL will be systematically created and sent to Consumer Fulfilment once the member has completed the request on usaa.com. -PRO19535
Mbr is HR authenticated, and there is an Amber Alert to Establish Phone Password. Next Step.
What is complete High Risk Plus authentication to establish or modify a phone password. PRO25359
Step #5 when initiating a DC non-fraud dispute and trans is pending.
What is: Advise the account holder they can dispute the pending transaction once it has posted to the account. AND Inform the account holder of their stop payment rights. - PRO19438
Card decline: "Card Not Effective". Next Step.
What is: Advise account holder to use activated reissued or replacement card. PRO19436
Mbr calls regarding letter mailed to advising account will be restricted on day 60 if missing information is not received.
What is: Advise the member the account is still subject to closure if this account holder does not contact us or log on usaa.com or the mobile app to complete their information. PRO35605
Mbr sent in signature card, which had old address and mbr updated the address on the form and sent back to usaa. Do we accept the form, what process do we take?
What is: Written alterations to add account holder(s) in account styling cannot be accepted, to include misspellings. A new Signature Card, with corrections, must be sent to the member. PRO31124
Walk mbr through where to locate token code from app.
What is:
PRO25359
Where you go to find a list of fraud red flags.
What is: Refer to Connect (go/redflags) PRO25359
Mbr received confirmation that the card ordered the same day was sent to an incorrect address.
What is: Card Order Edit/Cancellation - ATM/Debit Card Maintenance - Deposit Servicing - PRO19432
"The USAA number you are attempting to access has been rescinded as of xx/xx/xxxx. The customer has no other active USAA numbers."
What is: Enterprise - Rescind a Duplicate USAA Number -PRO25406
Mbr has not used Savings account in over 365 days, account status reflects "Inactive". next step.
What is: Determine if member would like to keep account open. PRO19415
"System Unavailable" message appears after selecting "Back To Choose Caller". Next Step.
What is Manually Authenticate using the verifiers below. PRO25359
Mbr calls and states they received a weird call from USAA, but there is no fraud alert/restriction on the account?
What is: Advising Members on Phishing Correspondence (Suspicious Email/Text/Phone Call) - PRO29123