INBOUND CALL AUTHENTICATION
What do you tell a customer if they do not want to be recorded?
Advise to the customer that the system may record calls and there is no way to prevent the call from being recorded.
To unlock, release channels or send a code to the account owner we should complete 2nd level verification in what order?
XID-OOB-INNOVIS OTP
What are the reward benefits for the cashback debit account?
1% cashback on pos and online purchases
A customer calls in to follow up on a OSA application it fell into cip exception. What is your next step?
Review the address on the application with Applicant
Is home address a physical U.S address?
Yes- advise applicant to provide address documentation
Fax, mail, in person at retail branch, SDU
NO- Advise applicant to reapply with physical U.S address
Cancel application in almanac click cancel application-confirm
What is the timeline that the account holder can expect the Welcome Kit to arrive?
Step 23- 10 business days
What is your next step if an account holder calls in and hands the phone to caller number 2?
At any time during the phone call account owner #2 must be authenticated and advise the call may be recorded.
True or false we should run atlas XID if the account profile is older than 6 months to release channels?
TRUE ATLAS XID SHOULD BE COMPLETED
What accounts do you earn interest on?
Savings
Money Market
Certificate of Deposit
What is our next step for an OFAC referral?
Advise the applicant they will receive a decision in the mail
What are the five ways a new account can be funded?
Step 21- ACH, internal transfer, Wire, Check, MCD
If account holder one calls in and hands the phone to a 3rd party what should we do next?
Authentication is not required and make sure to state the call may be recorded.
What would be our next step if the account profile is less than 6 months and an esolution channel needs to be released and no kind of 2nd level verification has been completed yet?
COMPLETE OOB
What is the opening balance for the Money Market and Certificate of Deposit?
$2500
$0 for Triple A/AAII members
What do you advise a customer of when the application has been closed?
Advise applicant they will receive welcome kit via mail in 7-10 business days
What are the options for the account holder regarding how to handle their interest?
Step- 19 Capitalize or Disbursement
Account holder called in with a hyphenated last name and only provided us with one of the two last names is this acceptable?
Yes verification of one of the two hyphenated last names is acceptable
Can someone walk me through how to release OOB channels?
CLICK LOGIN & REGISTRATION TAB- OUT OF BAND-RELEASE ALL CHANNELS
Where is ADD cash available?
Available at any Walmart location in the U.S. for CBD, MM Account and Personal Checking using contactless debit card
Provide me with the steps to process a de-dupe application.
Compare current cif in atlas against application in almanac
First name last name mmn dob ssn and complete address
Atlas incorrect make applicable updates to atlas and advise applicant to reapply
Application incorrect advise applicant to reapply
When taking an application on the phone, if a joint owner is not available, how do you proceed?
Step15- Advise applicant you can proceed with the application and the joint owner applicant can be added after the account is established via Online Account Center (OAC).
What do we need to verify regardless of whether the individual has an existing account or not?
First and last name
Full SSN
DOB
MMN
What is our next step if we have a P1 or P2 status on account?
TRANSFER THE CALL TO BFU
What are all the ways to access money in a Cashback debit account?
Automated Clearing House (ACH)
Automated teller machine (ATM)
Checks
Debit Card
Online Transfers
Retail Branch
Wire
Zelle
A system error occurs on a online savings account application, this is the first time what should you do?
Is this the first error?
Yes- advise the customer to reapply
No- escalate as needed move to ticket management
How many accounts can be opened at a time in Atlas?
Step 7- up to 5