Marquidas Huddle

Alert Level 5

100

Account Takeover Alert 
When is an MSR allowed to delete the Level 5- Account Takeover Alert from a member’s account?

Team members should only delete the alert if added in error.

Add a member-level note with a 30 day expiration indicating alert was added by Navy Federal in error.

200

Verify Membership Eligibility
What should an MSR do if Verify Membership eligibility alert is on an established account

It must be resolved within 30 days or the account may be closed. Proof of membership eligibility must be provided to re-establish opening the account.

300

 Mortgage Foreclosure Alert 
Are MSR’s allowed to perform transactions if there is a Mortgage Foreclosure alert on the account? 

Before conducting a transaction, contact Mortgage Collections at 16328 - 45434 (option 4).

Encore Override: This alert requires a Level 1 override.

Ensure all applicable actions are completed before providing the override.

400

Account charge-off Settled Alert

Can a former member re-establish a membership with an Account Charge-off Settled alert?

If yes, when is it possible? If no, what is the reason?

 

Team members should contact LCR and/or Charged Off Checking via Internal Chat for guidance, if necessary. Please keep the following in mind prior to opening a new membership:

• Any charge-off makes an applicant ineligible to re-establish membership unless the charged-off debit is paid-in-full or being paid.
• In cases where a former member made a settlement with Navy Federal and we incurred a loss, the former member is not eligible for membership, unless the charged-off debt is paid-in-full or being paid.
• UAD (member-level) notes will be placed by the appropriate department indicating what actions (e.g., paid-in-full, payment arrangements) have been taken by the member.

500

Credit Card Charge-off/ Consumer loan charge-off alert
 If member is in the branch to process a transaction and has a Credit Card Charge-off/ consumer Loan charge-off alert, what should the MSR do?

Team members should offer to contact  Loan Charge-off Recovery (LCR) prior to processing any transactions on the account.

Add an account-level note with a one year expiration stating the member did not want to speak to charge off department but MSR advised of amount due.

Identification

100

What type of Insurance documents do we accept?

-Insurance documents (All types)

200

When can we accept a passport card?

It may be use as a primary form of ID, however you must request another acceptable primary form of ID (e.g., NFCU debit card with PIN verification, state-issued driver's license).

• If the member does not have an acceptable form of ID, ask the Backup ID Question(s) to complete the transaction.

300

Name 6 different CIP proof of address documents

Voters Registration Card

Paystub (within 2 months)

Unexpired Vehicle Registration

Insurance Documents (All types)

Bank statements (within 2 months)

Local/state/federal tax doc

Utility bill (within 2 months)

W2 from most recent tax year

400

What is the term a passport card is valid for?

10 years for adults, 5 years for minors

500

How many digits does a Nevada id DL number have?

10 digits