KRIS (OJT)

Name That Doc!

100

This doc details the appropriate interaction skills, etiquette, transfer and hold processes.

What is "Interaction Etiquette?"

200

This doc outlines the processes for refunding fees on a deposit account including a call flow with scripting and provides the process for viewing the history of a fee and fee refund requests 

What is "How to Refund a Fee"

300

This document outlines the process for customer and banker enrollment in Visa Token, setting up mobile device payment options and when and how to assist a Digital Wallet account customer, and how-to maintenance a token.

What is "Digital Wallet and Token Lifecycle Management?"

400

This document details how to assist a customer with account level changes/updates, ex: adding/removing co-owners, adding POA, adding beneficiary, etc.

What is "Assisting with eSignature and Signature Card Inquiries?"

500

This doc details the steps for servicing CheckCard/Business Expense Card authorization holds, view, edit, delete accounts linked to CheckCard/Expense Card, and order transaction receipts. 

What is "Servicing a Checkcard/ATM or Business Expense Card?"

Fees

100

Monthly fee for a Regions Now Checking account 

What is $5?

200

The fee for a stop payment on a lost blank check

What is $0?

300

This type of fee can only be refunded once per the life of the account

What is NSF/OD fee?

400

Mobile Deposit Fees for "Available Immediately"

What is 

• Checks Drawn on Regions (Excluding Two-Party Business Checks) - 1% of the Check Amount ($5 min)
• Payroll and Government Checks Not Drawn on Regions - 1.5 % ($5 min)
• Other Check Types Not Drawn on Regions and Two-Party Business Checks Drawn on Regions - 4% of the Check Amount ($5 min)

500

External transfer fees (Standard and Next Business Day)

What is $3 (standard) & $7 (next business day)

Decline Codes

100

This decline occurs when a customer's checking account has a Closed to Post status.

What is 263?

200

This decline occurs either when the customer is attempting to use an expired card or if the customer/merchant is entering the incorrect expiration date information for a transaction.

What is 205?

300

Fraud block, card status will show as "blocked"

What is 094?

400

This decline normally occurs when a someone is trying to bind/tokenize a card to Apple Pay, Samsung Pay, Google Pay. Due to an indication of fraud, the card cannot be tokenized and is a decline code via VISA.

What is 059?

500

LockIt decline code

What is 360?

Transfer?

100

Online Banking resets

What is NO!

200

Customer needs to dispute ACH transaction

What is YES! (ach disputes)

300

Customer needs to file stop payment for ACH transaction

What is NO!

400

Customers card status is "blocked" and transaction in pccs that caused block was authorized by cx

What is YES! (debit card fraud monitoring)

500

Customer wants to reopen claim

What is YES! (reopen claims)

MISC.

100

This type of pin is used to collect information from the automated phone system, is not related to a checkcard pin

What is IVR pin?

200

default purchase limit for a checkcard

What is $5,000?

300

Maintenance timeframe (address changes)

What is 7 days?

400

This overdraft selection can only be done inside of the branch

What is Opt-Out-All?

500

Customers may request a change to their Opt In and Opt Out status at any time via the Standard Overdraft Coverage IVR, branch, ATM, or via Regions.com. However, only the last change made before _____ will become effective during processing.

What is 8pm central?