Debit Cards
A customer calls in to order a debit card after opening an account a few days ago. After identifying the customer and assessing in CRM, go to this menu item in DNA.
What is Quick Issue?
This is the recommended response when an overdraft fee refund is requested.
What is that those fees are typically reversed when the bank made an error. Let me look into your accounts to see if there is anything I can do. (Research in CRM and DNA for OD fees and refunds then consult with management team for guidance)
This is what do you do when fraud takes place.
What is to discuss with management team and contact Security?
Online banking passwords remain in effect for this amount of time unless changed by the customer.
What is one year (365 days)?
After a customer has been identified, use this menu item to complete an address change.
What is Relationships module -> Maintenance dropdown -> Person/Member -> Additional -> Address?
Daily Double: How do we verify that the address change saved appropriately?
These are the 4 common maintenance items to complete with a debit card.
What is to close the card, change the primary POS account attached, link/delink accounts to be accessed at the ATM and re-pin a card.
A personal customer who does not have an Overdraft Protection account attached to the checking account may pay these (3) in overdraft fees when the account has been overdrawn.
What is $0 when the purchase that caused the overdraft is less than $5; $25 when the purchase is between $5 and $34.99; $35 when purchase id $35 or more.
Daily Double:
This is the amount of all business overdrafts.
This is the incident type we use for a compromised account.
What is RTL- Compromised Account Monitoring?
Daily Double: This is the CRM Activity entered when a Forged Maker or Endorsement is the issue.
A new customer to Washington Trust is able to utilize remote deposit capture (taking pictures of checks) after this period of time.
What is 30 days?
These are the POS limits per business day on our debit cards.
What is $5,000 for a business debit, $5,000 for a World Debit (Black Card) and $3,000 for a Master Money Card (Blue Card).
Daily Double:
What is the limit to withdraw at the ATM for each card?
These are the two Overdraft Protection options for consumer accounts (draw accounts).
What are Credit Reserve and Savings Transfer Overdraft Protection (STOP)?
Daily Double:
What option do we have for business accounts?
This must be entered when a customer disputes a posted transaction regardless of circumstances or additional requests of the customer.
What is to enter CRM Incident for Dispute (ACH, POS) and attach necessary items (and let the customer know we are beginning our review of the matter)?
This is most important for a successful Online Banking registration.
What is that information needs to match DNA exactly?
This information is needed from the customer to complete a Travel Notification.
What is Customer name, Card #, Destination and travel dates(States and/or Countries, Not Cities) and Best phone # to reach them.
This is the fee a customer pays to expedite a debit card.
What is $50?
Daily Double:
What is the expected turnaround time on an expedited debit card?
This is the screen in DNA where you will research an overdraft to understand circumstances.
What is Balance History on the account?
This must be included with the incident if an ACH dispute or a POS dispute includes 5+ items?
What is the Electronic Transaction Spreadsheet?
A customer may view statements for this period of time after the statement has been issued.
What is two years?
Daily Double:
How long does a customer have to view images of checks through personal OLB?
Debit Card increase incidents get assigned to ______?
What is the management team?
Daily Double:
Debit Card decrease incidents get assigned to ____?
After identifying a customer, he tells you he is concerned that his debit card has been compromised. The next thing to do (in DNA) is...
What is close the card.
Daily Double:
What's next?
The status of Pending means this when examining a transaction that caused an OD.
The item caused an overdraft and requires a decision to be made by branch.
Daily Double:
How can you tell if we paid the item?
When opening an account for a customer, it is important to notify that this document needs to be reviewed in a timely fashion.
What is the Statement?
Daily Double:
Why is this important?
These are the delivery methods for a One Time Passcode that a customer can choose.
What are text, email or phone call?
This department orders business debit cards, identifies why a block is present/removes blocks or anything related to debit cards.
What is EFT?
Daily Double:
What does EFT stand for?