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.
What would you offer once you notice large debit purchases, travel, and/or recurring overdrafts?
Credit Cards
What fees are $2.00?
WHAT IS...
Overdraft Transfer and Statement Fees
What is the name of the procedure we use for verification?
What is:
Phone and Chat Security
3rd Party Dealer/Insurance Payoff
WHAT IS...
Member's name & DOB. Vehicle's year, make, model, & last 6 of the vin.
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.
How often is interest compounded on Certificates of Deposit?
What is: Monthly
Indirect Loan
WHAT IS...
asking two questions about the indirect loan that can be verified in ATLAS.
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.
What is the name of the VyGuide that provides the number of occurrences you are allowed?
What is: Corporate Attendance Guidelines
Representative Payee Account
WHAT IS...
Verifying like normal accounts since the rep payee has their own CIF.
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.
What is the name of the document that houses the extensions for other departments?
What is: Contact Center Phone and Reference Sheet
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
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?
20 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, Starke, Lake City
When you have an abusive caller that is threatening to harm themselves or VyStar employees, what is the number we call?
What is: SOC 904-420-5771 or ext. 5771