Operational Soundness Jeopardy!

Identification

100

How would you notate a non-NFCU VISA in Encore?

What is Visa 1234

200

Name 3 transactions that you can NOT use a temp ID for

What is a Non-NFCU cash advance, name change,
CIP for new membership and certain alerts 

300

When is an ID required for a deposit only transaction?

For alerts that require 2 IDs for any and all Encore transactions, such as COMB

400

Name four ID red flags

What is:

• Member is unable to answer basic questions about their relationship with Navy Federal (e.g., number or types of accounts, joint owners, length of membership).
  • Member is able to answer basic questions, but unable to present the debit card on file when requested, stating they do not have it (e.g., forgot it, left it at the hotel).
• Form of identification appears altered.
  • Use the  Fraud Fighter pen to check the form of ID for any signs of alteration, forgery, etc.
• An out-of-state (i.e., issued in a state outside of current location) photo ID is presented.
  • Use the  Fraud Fighter pen to verify the applicable security features in the ID Checking Guide.
• Physical description on ID does not match photo or physical appearance of person (e.g., ID says height is 5"5', but member is much taller).
• There is an age mismatch between the individual present and the information presented in UAD (e.g., a 25-year old Admiral, a 65-year old Airman).
• Recent changes to member's email, phone number, address, or codeword.

500

Name five behavioral red flags

What is:

• Individual's body language conveys nervousness, uncertainty, or being in an extreme hurry.
• Individual does not seem to be familiar with or understand the transaction they are requesting.
• Individual is upset with having to answer backup ID questions when wearing PPE and request to cancel the transaction.
• Individual avoids making eye contact.
• Individual is unusually talkative or avoids conversation.
• Individual is being coached or directed on their request 
  • Examples: 
    • Looking to someone else in the branch for signals on what to ask for or how to respond to questions.
    • Receiving prompts/coaching from a third party either in person or via phone or text. 
• Transaction requested falls just under the threshold of completing any required reports (i.e., Currency Transaction Report [CTR]), or just below suggested check hold amounts. 
• Individual changes their request after learning more information about their accounts.

QCC

100

Can you use a NFCU VCC as a secondary form of ID in encore?

What is no, it must be swiped and PIN verified

200

When processing transactions of $3000 or more in UAD what information would you include in the note and for how long?

What is a one year note including the type of ID, ID Issuer & ID #

300

When processing a withdrawal at what amount will encore require you to obtain a signature from the member? If encore is not working how would you obtain the signature?

What is anything $10,000.01 and over.

400

If a members PII has been compromised, what form do you fill out and where do you send it for reporting?

What is the PII incident reporting form and email it to BOD Risk Office

500

Name 4 separate account types that add an additional 250k of NCUA protection

What is

Individual accounts

Joint accounts

Association accounts

Business accounts

Custodial accounts

ESA accounts

Retirement accounts

Trust accounts

Per Owner/Grantor

Miscellaneous

100

Once a loan is disbursed what kind of note do you leave? What does it say, what level and how long?

Non-expiring, account level

EX. MVO @ PLB - DISB LOAN 

200

This operational soundness practice requires two authorized employees to verify certain cash and vault functions.

What is dual control

300

Can a team member use a preferred language if they are proficient in it with a member? Are there limitations?

At a branch, for general account service only, if a branch team member is fluent in the members preferred language. Team members cannot use a preferred language for any lending products, only a trusted individual can translate in those scenarios.

400

What option is available to assist members in‑branch when they lack the required identification for debit card issuance?

What is completing the Backup ID verification process and ordering a replacement debit card to be mailed to the member’s address on record

500

If it is Saturday and we have just scanned daily work, which retention week would we place the documents in after submission? 

What is current week

Cash Advances

100

For a Navy Federal cash advance, can the credit card being used for the CA be utilized as the second form of ID?

What is no!

200

Is there a grace period before interest accrues on a NF cash advance?

What is that there is no grace period for cash advances. Interest will begin to accrue the same day the cash advance posts to the account until the amount is paid in full.

300

For a non-Navy Federal cash advance over 3K what list would you review to find 2 acceptable forms of ID for the transaction?

What is two ID's from the "Primary Government ID w/Photograph" column or "Proof of Address" column AKA acceptable forms of ID for CIP list. 

400

Can a cash advance be done off of a NF gift card, what is the process?

What is no. The funds may be transferred to the members NFCU account by sending an MRC to prepaid card servicing. 

500

If a NFCU cash advance is processed within OneView what must the note that is placed say?

What is 

• Details of the transaction
• ID type
• ID issuer
• ID number
• ID expiration (if applicable)
• ID was verified by fraud fighter

Spot Check

100

Can you use an pin verified NFCU VCC as a form of ID for cash advances?

What is NO

200

What is the expiration date for a notation for a cashiers check?

What is 7 years

300

What is the expiration date and note level for printing temp checks?

What is no expiration and member level

400

How do you record vehicle registration as a secondary form of ID?

What is the last four digits of the vehicle registration 

500

What kind of transaction requires both primary and secondary (CIP-proof of address) ID?

A new DC/CC with change of address alert requires 1 secondary proof of address