OVERDRAFT BASICS
When do Overdraft Fees and Returned Item Fees post?
The business day after the transaction was processed according to Transaction Posting Order.
What program gives customers an extra day to fix overdrafts?
Citizens Peace of Mind™.
Should associates offer a rebate before the customer asks?
No.
Name one tool that can help customers avoid future overdrafts.
Account alerts, balance alerts, ODLOC, SODP, direct deposit monitoring, or reviewing recurring payments
Name the three rebate request types.
Bank Error, Fraud, Courtesy.
Which two customer account type are not charged Overdraft Fees?
Student Checking and Citizens EverValue Checking.
By what time must funds be deposited to qualify for an automatic rebate?
10:00 p.m. ET the following business day
What are colleague-account rebate requests refered?
myBank at 866-571-4653
What should an agent do when a customer overdrafts frequently and is not eligible for a rebate?
Identify the root cause and recommend solutions to help prevent future overdrafts
Give me one example of Bank error.
Can be : Double posting, missing deposit, account closure issue, or colleague/customer miscommunication.
What's the maximum number of Overdraft Fees a consumer account can receive in one business day?
Five fees, up to $175.
What balance must the account reach to receive Citizens Peace of Mind?
A positive balance, minus overdraft fees
How often can a consumer account receive a courtesy Overdraft Fee rebate?
One $35 rebate every rolling 12 months
A customer has already received a courtesy overdraft rebate within the last 12 months. What is the best next step for the agent?
Explain the rebate is unavailable, show empathy, and focus on future prevention tools and account management solutions
Are wire transfer fees eligible for rebates?
No.
What's the maximum number of Overdraft Fees a consumer account can receive in one business day?
Eight fees, up to $280.
When do overdraft fees appear on account history/CSS?
The day after the fees post.
What is the Small Business courtesy overdraft-related rebate limit?
One $35 rebate every rolling 12 months
A customer wants all $105 in business overdraft fees refunded, but only qualifies for a courtesy rebate. What do you do?
Explain the fees were assessed correctly and offer the eligible $35 courtesy rebate.
Are Overdraft fees eligible for rebates?
What must customers have by the end of each business day to avoid overdraft-related fees?
Available funds sufficient to cover transactions.
True or False: Must Pay items can be returned to avoid overdraft fees.
False. Must Pay items are always paid.
What is the maximum combined courtesy rebate amount for service charges within a rolling 12 months?
$35.
A missing deposit caused the overdraft fee. What do you do?
Bank Error — investigate and refund the fee if confirmed.
Which teams may use the Courtesy Fee Rebate Exception Policy?
Business Banking and Elite Servicing.