Authentication
When we need to use out of wallet (OOW) to move forward with a member request to update after the initial authentication
What is updating member contact information
Who can close a primary savings account?
What is a primary
is a payment rail that was developed by the Federal Reserve that will allow customers/members at participating banks/credit unions to send and receive money within seconds 24 hours a day, 7 days a week.
What is FedNOW
Fees should be refunded in cases of this
It’s the maximum amount you can transfer through external ACH at one time. It’s set automatically based on account history and other risk factors.
What is transfer limit
When we inform caller they need to send a secure OLB message, visit a local branch, or send the request in writing with copy of ID
What is when caller fails verification
Cancel a Debit and/or ATM card for the primary owner
What is the Joint
is a payments rail that was created by The Clearinghouse. Like Fednow, the service allows customers/members at participating banks/credit unions to send/receive funds in seconds.
What is RTP (Real Time Payment)
We will typically only refund one of these during the life of the loan but if there is an extenuating circumstance or a large gap between refunds an exception can be made by Management.
What is a late fee
Members are able to complete online banking transactions from most international locations, however there are certain areas that are this by our fraud prevention tools due to various risk factors.
what is restricted
What we check for and ask with every call if this is on the account
What is a password
Receive official statement if they are joint on all accounts/loans that are displayed on the statement
What is the Joint
These are scheduled transactions that will no longer be processed.
What is cancelled
This should be treated the same as member refund requests and the same procedures should be followed.
What is an employee refund request
If a member forgets their username, they can do this by selecting forgot username and entering the information needed.
What is recover
This comes up during the call, MSR is only required to ask the members' name and then the member can be assisted as they have passed TWO forms of verification at this point.
What is Marquee verified
Dispute a debit card transaction/receive information on declined transactions for the joint owner on an account that they are on
What is the Primary
These are transactions that are received to be processed at End of Day.
what are in process
This defines our refund limits
What is an authorization matrix
Members have 1GB of storage available as part of this feature available in Online Banking.
What is Virtual StrongBox
What would follow the same verification workflow, with the exclusion of Omilia.
What is an outbound call
Cancel a Debit and/or ATM card for a joint owner or increase the limit
What is the Primary
These transactions have been Processed with all or part of the transactions reversed to send it back to the Card or DDA.
What is refunded
This is performed by the Retail Quality Assurance Team to verify that refunds made fell in line with the Authorization Matrix
What is a monthly audit
This banking platform is a self-service tool for members to manage their accounts, transfer funds, set up payroll processing, handle wire transfers, and more.