Verification
Symitar Navigation and more!
Synapsys
Fun with Transactions
Navigation and You!
100
What does the highlighted information here mean? 
This was the last time that this members Contact Information was updated.
100
A member calls in and you would love to recommend Online Banking alerts. What are two ways you can see if they actually DO Online banking?
In the IQ tree under Preference on the right side it will say when the last log in was.
In the IQ tree under tracking 37
100
A member calls and is interested in getting information about an Auto Loan. All the FSG's (Loan Officers) are with other members. The member is looking to see how much they can get pre approved for. What are the steps to get them referred to a FSG?
Plus sign
Individual Referral
to Q Contact Center Loans
Complete the referral form and get as much info as possible in the body of the referral. Including not just the best way to contact them but the best time.
100
A member wishes to put $2,000.00 from their Home Equity Line of credit (HELOC) into their checking account to use for some home improvement projects they are working on. What would this transaction string be? and bonus if you can tell me an alternative for the future to help the member 🤩
LA X SD
Bonus - Home Equity Lines of Credit (HELOCS) can get a debit card that pulls directly off the HELOC. I would offer to order one for them
100
A member calls in and is super worried, they spoke to an apparent fraudster and potentially gave them information on their account. After verifying them (through MFA or SW or Digital ID) who/where would you get them to?
EFM
Enterprise Fraud Management aka Fraud dept
200
What are the two "Non-negotiable" questions you have to ask first when doing Out of Wallet verification?
Last 6 digits of their Social Security Number
Their birthdate
200
A member calls in to see what the amount was of a debit card transaction. It was made two days ago at a restaurant and they need to know the total amount. What would you ask and Where would you look to see this ?
Ask the name of the restaurant and look in the Transaction History
You can easily see the merchants name and be able to see the amount.
*** If you are not seeing the transaction you can look in Related Functions under ATM Dialog but it may not be the amount with tip.
200
What are the steps after you have taught a member how to reset their own Online Banking Password during a call?
Click on the blue Plus sign and create a note that says "PW/Reset"
200
A member calls in and is wondering what the interest rate is on their Auto Loan at ECU. Where would you look to see this?
In IQ tree click here 
Then you will see this: 
200
There are several ways to access the Statement Archive to look up a members statements or tax documents. Name two of them
The Contact Center Page on the Summit under Systems and Job Aids
The Retail Home Page under the Internal Page Navigation - Search Statement Archive
300
A member has not opted in or out of MFA and calls in. You offer MFA and they accept and the one time passcode is correct. What do you do next?
Ask member if they would like to be verified this way going forward
300
A member calls in and wishes to transfer money to their cousin who also happens to bank with Elevations. From their checking to the cousins checking. You can easily do this transaction for them. What is the transaction string ? AND what would you recommend going forward ?
SW x SD Y
Recommend adding the cousins account as a transfer in their Online Banking and walk them through how to add this!
300
You did a JetPay for a member wishing to make their auto loan payment from their Capital One account. What is the transaction string for this when you do the Symitar part?
LP LC GL
Loan Payment
Loan Comment
General Ledger
300
A member is wishing to open a 4 month promotional CD. Where would you go to do this for them?
In the SpecFiles under Add a Share Account
400
What does this highlighted part mean?
That we have not verified their contact information when they have called in.
400
Where would I find the "wet signature" wire form for a member that is wishing to do a recurring wire transfer?
Under Related Functions in Image Retrieval, Member Records, find wire forms
400
A member calls in an you are having problems finding their account. How can you find them using the phone number they are calling from?
Full Search in Synapsys - Look under phone number
400
Where do you find the Loan Payoff page in Symitar ?
In Related Functions
500
A member has not opted into MFA and has a brand new mobile phone number. They cannot remember their Security word but very much need to make a transfer over the phone as they are out of the area and cannot get into a branch. The transfer is from their checking account to their auto loan which is due today. What are your next steps?
Ask if the member uses Online Banking
You can then offer Digital ID to verify them
If they do NOT use online banking you can find a Shared Branching location close to them and they can do the transfer there with their photo ID and Account number.
500
A member calls in because their debit card is not working, keeps being declined. You pull up their account and see this.....What are your next steps?
This is a Velera block on their debit card
First to check the recent transactions on their account. I would go into ATM dialog and go over with them to see if they are actually theirs. If they are not you need to go into the IQ tree and see when it was placed. If 7 days or less you can get them to Velera and they can help them further. If more than 7 days you need to get them to Fraud department.
If they are NOT theirs they will need a new card and you will facilitate this. If they are, Velera can unblock and they can keep this card.