Securing Business and Non-Standard Accounts
Business Account
WHAT IS...
verification through the personal account OR business code word & the caller’s last four social security numbers, and date of birth.
Debit Fraud & Non-fraud Provisional Credit
WHAT IS...
Per Regulation E, we have 10 business days to issue provisional credits. As a courtesy, provisional credits are issued within 24-72 business hours.
What would you offer once you notice large debit purchases, travel, and/or recurring overdrafts?
Credit Cards
What fee is $2.00?
WHAT IS...
Overdraft Transfer Fee
3rd Party Dealer/Insurance Payoff
WHAT IS...
Member's name & DOB. Vehicle's year, make, model, & last 6 of the vin.
Pending Debit Card Transactions
WHAT IS...
Yes, a debit transaction can be disputed while pending.
(Note: we can remove holds with authorization from merchant)
What would you offer for excessive Courtesy Pay fees, repeated overdrawn accounts, and emergencies?
Personal Line of Credit Overdraft
"Borrow just what you need, when you need it."
What fee is increasing to $5.00? And how can members avoid it?
WHAT IS...
Bad Address Fee & ensuring their address is up to date through OMB or statements.
Indirect Loan
WHAT IS...
asking two questions about the indirect loan that can be verified in ATLAS.
Submit Debit Card Dispute 'Supporting Documents'
WHAT IS...
Members should use the email address on their letters to submit any supporting or requested documentation.
What product would you offer for excessive fees, various retail purchases, and extended warranty?
VyStar Plus Checking's
When are ATM convenience fees assessed?
Using NON-VyStar ATMs or ATMs outside of our partner networks.
Representative Payee Account
WHAT IS...
Verifying like normal accounts since the rep payee has their own CIF.
Reopening a Debit Card Fraud Dispute
WHAT IS...
emailing Plastic Card Loss Mitigation with the member’s request.
What product would you offer for consolidating debt?
Personal Loan, Auto & Recreational Loans, Home Equity Loans & Second Mortgages, & Credit Cards
BONUS QUESTION!
What is considered "free" and is "key"?
Knowledge.
Ensuring our members stay up to date and advising in advance is how we can provide a better member experience. Fees aren't fun, being 'fee free' can be.
Dead Air/No Response
WHAT IS...
Script: “Thank you for calling VyStar, this is … (first name only), how may I help you today?” (Short pause for response) “Due to no response, I will be disconnecting this call. Please call us back at 904.777.6000.” x3
Reversed Provisional Credit aka
"REV FR CR"
WHAT IS...
Dispute Decisions - honored: member received approval letter through mail
Dispute Decisions - denied: member receives denial letter
No fees, VyStar Plus Checking's, enrolled in OMB, various loans, funds in the savings... what would you offer?
Certificate of Deposit
How many hub locations can print instant debit cards? Can you list 3?
19 Hub Locations:
Roosevelt, Beach &295E, Orange Park Branch, Yulee, Chaffee Pointe, County Road 210, Eagle Harbor, Northside, Middleburg, Daytona, St. Augustine, Gainesville, Winter Park, Palm Coast, Tallahassee Mahan, Titusville, Perry,