Show:
Bill Pay
Consumer Loans
Credit Card Servicing
Zelle
ACAPS
100

This KRIS doc is used to assist the agent with possibilities as to why and how to troubleshoot when a customer states "I am unable to access Bill Pay" 

What is "Bill Pay Error Reasons and Solutions"

100

A customer wants to make a loan payment from a non-Regions account for $14,235.00. This is the KRIS doc to use for the payment to be processed

What is "Assisting with Payments to a Regions Loan or Credit Card"

Is the payment amount more than $10,000?

  • Yes, but it's equal to or less than $20,000 - Transfer to your Supervisor
  • Yes, it's more than $20,000 - Submit an Exception Request
  • No – Follow the steps outlined for How to Process a Payment in RAP
100

This is how Fraudy McFraudster gives his SSN when he states "mmmm...mmmm I'd like to apply for the Cash Rewards Credit Card"

What is "He gives the SSN in sets of 3" 

100

This is the Zelle limit for a Regions customer receiving funds from the sender.

What is "there are no limits when receiving funds through Zelle."

KRIS doc: What are the Zelle Limits, Delivery Methods, and Cut Off Times 

100

This KRIS doc is used to find what codes to route application comments to the appropriate area.

What is "ACAPS Routing Codes"

200

This KRIS doc is used to help identify reasons why a bill pay account is frozen or cancelled and provides troubleshooting tips. 

For 50 Bonus points: This is the name of the department for Bill Payment Support Department AND the phone number to call.

What is "How to Assist a Customer Whose Bill Pay Account is Frozen or Canceled - EB"

Bonus: What is "FiServe / 1-800-848-1337"

200

This is the product code used that indicates an auto loan was initiated through a dealership

What is "716"

KRIS doc: Installment Loan Product Codes 

200

This system must be accessed to order a duplicate replacement Credit Card.

What is "CEP"

CEP must be accessed as the primary servicing system for the following process, unless specified in KRIS. If CEP is unavailable or inaccessible due to scheduled maintenance downtimes or system issue - refer to RAMS process, KRIS doc: Order a Duplicate Replacement Card -  CEP 


KRIS doc: How to Order a New Credit Card - CC

200

This is the minimum amount a Regions customer can send funds using Zelle

What is "$5.00"

KRIS doc: What are the Zelle Limits, Delivery Methods, and Cut Off Times

200

These 3 ways are how you can search for an application on ACAPS to pull the application up

What is "by Name, Application # and SSN"

KRIS doc: How to Search for an Application Using ACAPS 

300

This KRIS doc can be used to find the procedures to use if a customer places a claim or dispute on an online bill payment made by virtual card payment

What is "How to Place a Bill Payment Claim/Dispute on an Electronic or Virtual Card Payment- EB "

300

A customer just completed a consumer unsecured loan application with you.  At the end of the application, they asked when they will know the status.  This is the timeframe you should quote them

What is "You must say 'While a decision could be made in under an hour, please keep in mind it could take up to 3 business days.'" 

Please note that while some decisions can be made in 30 minutes, you should not give our customers an unrealistic expectation. Do not use verbiage such as "30 Minutes or Less." 

The customer should be instructed to call back if they have not received a response at the end of that timeframe. 

 KRIS doc: Loan Application Guidelines 

300

If a Credit Card application is approved, the associate may also disclose the amount of credit available for the customer, but only under these circumstances

What is "The associate must look in ACAPS and determine if the credit card and letter with information has been sent."

Note: If the card and information have not been sent to the customer, the approved amount of credit should not be released.

KRIS doc: How to Search for an Application Using ACAPS

300

A customer is using the mobile app and cannot find how to delete a contact from their Zelle - this is the KRIS doc you will use to walk them through the process. 

What is "How to Walk a Customer Through Zelle Enrollment and Features"

300

This KRIS doc has the authentication information needed to verify a customer if they are following up about an application submitted.

What is "Assisting a Customer with an Application Status or Immediate Call Back"

400

This specific type of BillPay item should NEVER have a case opened in PartnerCare for a stop payment.

What is "Draft Check"

Customers should also be instructed to reach out to the merchant and inform them of the stop payment. Regions is not responsible for any fees incurred with the merchant due to a stop being placed on an item.

  • Cases should NOT be created requesting fee refunds for these situations. The customer should be referred to the merchant for assistance.

KRIS doc: How to Place a Bill Payment Claim/Dispute on a Laser Draft Payment - EB  

400

This is the KRIS doc to use if a customer is requesting information about their lien release.

What is "How to View Lien Release Information on an Installment Loan "

Access the loan account in the Desktop (RAMS)

  • Click the Collateral Information link located under the Mainframe tab in RAMS


400

An authorized user of a consumer credit card needs to update the address for the statements.  This KRIS doc can be used to determine if an authorized user can make this request.

What is "Consumer Ownership Grid - CS"

400

A customer called about a failed Zelle transaction they were trying to send to their landlord for rent. After properly authenticating them and accessing PartnerCare, you determine the Reason Code is 51, which means this

What is "Insufficient Funds" 

KRIS doc How to Remove Zelle Suspensions in Compass 


400

This KRIS doc will show the details of how to update ACAPS when a direct loan is ready to close.

What is "Loan Closing"

500

A customer is attempting to make a bill payment and receives the error message "We are unable to complete your request at this time 4100".  You should only tell the customer they have been blocked under these circumstances

What is "NEVER"

NEVER inform a customer they have been blocked. Should you speak to a customer with the error message noted above, it will be necessary for your Supervisor or a Support Operations Specialist (SOS) to submit a OLB Fraud Monitoring Quest ticket and include the information below:

  • Customer name
  • Customer account number
  • Include the exact verbiage in the error message
  • The customer's Online Banking SignOn ID
  • Has the customer been verified? (yes/no)      
    Has the customer recently changed devices? (yes/no)
    • If yes, include the estimated date of the new device.
  • Private Wealth customer? (yes/no)

KRIS doc: Zelle,  Bill Pay, and Mobile Deposit Blocks 

500

This is the number of days a customer has to request a specific reasons letter if they were declined for a loan.

What is "60 days".  (KRIS doc How to Request a Loan Specific Reason Declination Letter)

500

This KRIS doc will show examples of Credit Card fraud claim types when a customer wants to file a dispute.

What is "How to Submit a Credit Card Claim"

This information is found under the Credit Card Claim Types and Descriptions

500

If there is a Restricted Hold on the customer's profile, the hold expires and payments are cancelled if holds are not released within this time frame

What is "within a 48 hour period"

KRIS doc: How to Release a Zelle Fraud Hold 

500

This is the screen once an app is pulled in ACAPS to find Driver's License information

What is "QPAT"

  • Access ACAPS and the customer’s information either by using the ACAPS number or doing a search by SSN.
  • Access the screen by typing PAT in the Dsp field. The Nfn field should have INQ.

KRIS doc Where to Find Driver’s License Information in ACAPS