Name
Assume the member's full name as it appears in portal is Christopher Smith III. When you ask the member to confirm his name, his response is Chris Smith III.
What information must you also confirm and provide sample verbiage on how you would ask for it.
Confirm that his full first name is Christopher.
Sample verbiage: "Is Chris your full legal first name?"
Assume the member's mailing/physical address is 9800 Fredericksburg Rd, San Antonio, Texas 78265. When you ask the member for her address, her response is 9800 Fredericksburg, San Antonio, Texas 78265.
What information must you also confirm and provide sample verbiage on how you would obtain it.
Confirm full street address.
Sample verbiage: "Was that Fredericksburg road, street, boulevard, etc?"
Assume the member's occupation is pre-filled stating that they are a student. When you are asking the CDD question about their current occupation, you ask "Are you still currently a student?"
What was done incorrectly?
You cannot confirm pre-filled occupation details. You must ask the question open-ended.
Sample verbiage: "What is your current occupation?"
You ask a member if they are a US citizen as part of the application process, but did not ask that question for each co-applicant or additional accountholder. What was done incorrectly?
You must confirm country of citizenship for each co-applicant or additional accountholder. For example, if the member is a US citizen, you can't assume their spouses, children, etc are also US citizens. The question must be asked for each individual.
You are filling out an application for a member and realized you selected the wrong drop-down option for a member's answer to a CDD question. What action should you take?
Go back to that page and record the correct response. Some CDD questions like recording annual income or occupation may use drop-down menus, and you must select the correct response for those CDD questions.
Assume the member's full name as it appears in portal is Michael Reed Jr.. When you ask the member to confirm his name, his response is Michael Reed.
What information must you also confirm and provide sample verbiage on how you would ask for it.
None, Per PRO25359:
Assume the member's mailing/physical address is 1855 Telstar Drive, Colorado Springs, CO 80920. When you ask the member for her address, her response is 1855 Telstar Drive.
What information must you also confirm and provide sample verbiage on how you would obtain it.
Confirm the city, state and zip code.
Sample verbiage: "May I also have the city, state, and zip code for that address?"
When you receive a call from a member who has an amber alert for an occupation update, what 3 things must you collect from the member?
Employment Class
Industry
Occupation
Per PRO25401
If a person is not a US citizen, what sort of information must you obtain about them for an application?
Answers may include the below information:
country of citizenship
resident alien vs. non-resident alien
permanent resident card number and expiration date
passport information
PRO19389 - deposits
PRO28871 - deposits
PRO19238 - credit card
PRO11104 - consumer loan
A member calls in wanting to open a bank account and introduces herself as "Captain Miller." When you get to the KYC part of the application, what must you confirm in regards to Captain Miller's name?
Confirm the member's full name. Ask Captain Miller for her first name
Assume the member's full name as it appears in portal is Samantha Jones Sr. When you ask the member to confirm her name, her response is Samantha.
What information must you also confirm and provide sample verbiage on how you would ask for it.
Confirm member's last name.
Sample verbiage: "May I also have your last name?"
Assume the member's mailing/physical address is 125 Prince George Street Apt 4D, Annapolis, MD 21401. When you ask the member for her address, her response is 125 Prince George, Annapolis, MD 21401.
What information must you also confirm and provide sample verbiage on how you would obtain it.
Confirm the apartment number.
Sample verbiage: "Is there an apartment number or unit number for that address?"
During an application, a member refuses to answer questions regarding their occupation. What must you advise the member?
If the member refuses to answer any of the CDD/KYC questions, the application cannot be submitted.
Per PRO19238
A member calls in to open an account with themselves and their minor son. You ask the member for their citizenship status, but then you assume since the member is a US citizen, that the son is as well. What was done incorrectly?
You must ask for each accountholder or co-applicant's country of citizenship. You cannot assume that they are all US, even if the parent is.
You ask a member if they are a high-level elected or appointed foreign government official, or a relative or close associate of one, and they respond with a "yes." How should you proceed?
Ask the member for that person's relationship to you (whether it is self, family member, or close associate), and ask for the first and last name of foreign government official.
PRO19389 - deposits
PRO11104 - consumer loan
PRO19238 - credit card
Assume the member's full name as it appears in portal is Ramon Rodriguez II. When you ask the member to confirm his child's name for a youth account, his response is Ramon the III.
What information must you also confirm and provide sample verbiage on how you would ask for it.
Confirm last name.
Sample Verbiage: "Is his last name also the same as yours or different?"
Assume the member's mailing/physical address is 529 Main Street, Highland Falls, NY 10928. When you ask the member for her address, her response is that her mailing address is 529 Main Street, Highland Falls, NY 10928.
What information must you also confirm and provide sample verbiage on how you would obtain it.
Confirm the physical address.
Sample Verbiage: "Is that address also your physical address, or is the physical address different?"
During an application, you ask the member for their occupation. They state that they are a teacher, which is already pre-filled, but the employer name that they provide you is not the one that is pre-filled. When you update the employer name, what else must you do?
You must also ask what the industry and employment class are.
Sample verbiage: "What industry should we list that under? For the employment class, is that considered self-employed, private sector, or public sector?"
You ask a member for their country of citizenship, and they respond that they are a native New Yorker. You proceed with asking them the next KYC questions. What was done incorrectly?
You still must confirm that their country of citizenship is the US.
When you ask a member for their occupation, they respond that they do not have one. How should you respond?
Ask clarifying questions to confirm the member's situation.
Sample verbiage: "Are you considered either unemployed, a student, retired, or a homemaker?"
Assume the member's full name as it appears in portal is Katherine Williams II. When you ask the member to confirm her name, her response is Lieutenant Williams.
What information must you also confirm and provide sample verbiage on how you would ask for it.
Confirm first name.
Sample Verbiage: "May I also confirm your full legal first name?
Assume the member's mailing/physical address is 17200 Commerce Park Blvd, Tampa, FL 33647. When you ask the member for her address, her response is that her address is 17200 Commerce Park Blvd, Tampa 33647.
What information must you also confirm and provide sample verbiage on how you would obtain it.
Confirm the state.
Sample verbiage: "What state is that address in?"
You ask the member for their occupation, and they say they are a disabled veteran. What would you do next?
Sample verbiage: "Thank you so much for your service. If you are not currently working, are you considered retired, a homemaker, unemployed, or a student?"
The member would like to open an account for his minor son. When doing the application, you notice the son has an amber alert for citizenship information. What must you do?
Ask the member for his son's country of citizenship and update it under the personal information section or the amber alert. Do not assume that it is the same as the father's country of citizenship.
You ask a member for their mailing and physical address when you are completing an application for them. They respond with "It's the same as what's on file." How should you proceed?
You must have the member verbally confirm their mailing and physical address for the KYC portion of the application.
Sample verbiage: "To be compliant with banking regulations, can you please confirm your full mailing and physical address?"