Call Essentials
If you don't hear anything from the member , what do you tell them?
I am unable to hear you; I will be disconnecting this call. Please try your call again. Thank you for calling Navy Federal. (Dead Air Script)
What is no longer required for initial Id. unless stated?
Codeword
What is required when speaking to a Credit Bureau agency representative?
Agency Subscriber or Customer Code
Updating the member's contact info if requested by member or MSR?
Yes
Can an account with a suspicious persons alert be transferred?
NO, consult only
What can be provided if a member requests the name of the previous msr or your supervisor?
Only the first name.
This is required at the start of the call for a new or cold transferred call?
First and last name
Are additional identification procedures for high risk transactions required?
Yes and must be completed by the member
Card requests to the address on file, that hasn't changed in 31 days or more.
No
Where can you check to see the mbr's gender and speech patterns observed at a branch?
ICN (IMB Content Navigator)
When speaking to a 3rd party what must be given before every action is performed on the account by the 3rd party?
Must provide permission for each action
If a codeword is present is it apart of initial ID?
No
Unless specified, who must be on the line with a 3rd party for information to be discussed.
The member
How many signatures are required when submitting a request in writing?
three signatures.
If no red flags are present and the High Risk Verified indicator is present what can be done?
skip otp
If initial ID is not performed what is the advised next to the member?
I am unable to confirm your identity at this time. Please submit your request in writing or visit a branch.
When Iding a biz account, what is required from the member?
First and last name, dob and last four of ssn, and CW if always ask is present.
What is apart of IDing the third party?
First and last name, advise call is being recorded and asking the mbr if it is okay the 3rd party speaks on acct.
What is required if member forgets codeword for high risk?
OTP or HRV if present
Can the alert be removed if mbr passes OTP but doesn't set up VID or change CW?
No, alert remains on the account
After fully Iding a member who came in un-id'd what is next required?
Click marked as Id'd
What is required to be told to any party joining the call after initial id is preformed?
The call is being recorded for quality assurance
Does Navy Federal email documents to third parties?
No
Member wants to process a balance transfer?
Yes
What will the member receive once a suspicious person alert is added?