Online Banking
Business customers should enroll in their online banking using this, instead of their Business Tax ID
What is SSN or Account Number
True or False? It is required for the customer to provide their suffix if listed on Touchpoint?
What is False
True or False? The SBB team is able to submit an ACH Dispute?
What is False
True or False? Spark Business Checking, Business Savings and Business CDs are FDIC-insured up to $250,000 per depositor.
What is False, it is per business entity
Add this note in touchpoint when ordering debit card after updating address.
What is **COA** updated address and ordered debit card.” Include Innovis pass results?
True or False? When making an ACH payment online it is free with a 25k daily and per transaction limit
What is True
What pieces of information must we confirm with a branch banker before we provide assistance regarding a customer?
Associate Name and EID.
Account number, SSN, or TIN to pull up the account.
Internal transfer Password.
If a customer calls to submit a dispute for a pending debit card transaction what actions should we take?
What is advising the customer to dispute the purchase once the transaction posts.
When quoting APY, how should we state an interest rate of 1.75% to avoid a BCB?
What is
"As of today, the Annual Percentage Yield is ONE POINT SEVEN FIVE PERCENT”
A customer cannot have chargebacks within the last 30 days to complete this request
What is Change Small business debit card limit/increase debit card limit?
Completing this procedure allows a customer to view their Small Business account within their personal login
What is OAC Flip
In the event you hear the customer speaking with someone in the background what action should we take?
What is Call Recording Disclosure
What TRIPS case is used for disputes?
What is Claims Operations (Disputes)
If a customer specifically requests the tracking number and it's available, you may provide it after successfully completing what?
What is One-Time Passcode
Where should the business name be placed on a new debit card?
What is Name2 field and in the Optional Embossing Line.
If the relationship code under the account profile doesn't include SIG PRI, SIG OTH, OTH REL or OTH RWD and they want to enroll in OLB what would our next steps be?
Reach out to Specialty Servicing
What are the types of high verification in descending order?
Innovis One-Time Passcode
Manually Sending the One-Time Passcode
Verification Via Customer Card PIN
Small Business Verification via Outbound Call
What are three situations where the call center will submit a TRIPS case if the claims department is closed?
(Any of these five) ACH Dispute (Block Only), ATM/Debit Card Transactions, Bill Pay Fraud Disputes, Deposit Disputes, International Wire Disputes
Before completing the One-Time Passcode what is required to gain from the customer other the phone number?
What is we must ask for permission and get consent
Example; "Do you agree to receive a One-Time Passcode to your telephone number ###-####-####?
A business owner calls in and wants to order a debit card on the account for another signer what action should we take?
What is advise the owner to have the signer call and request the new debit card.
When a customer requests to increase mobile deposit limits the following must be done
Walk the customer through viewing their existing limit on the account, it’s possible they’ve had a recent increase automatically.
Inform the customer we routinely review mobile deposit limits automatically.
Offer to leave feedback in the Mobile Deposit Limit Google Form if the customer is dissatisfied with their existing limit.
If a customer fails Innovis OTP but passes via Debit card pin, how should we notate?
What is DPIN PASS and last four of the card number XXXX
If customer request Paper Item dispute and we are outside of CPR hours of operation what would need to be done?
What is email FraudOperationsBank@capitalone.com
When speaking to a customer in regards to a overdrawn account we must avoid these actions
What is proactively telling the customer about the negative balance, discussing settlements/payment arrangements, demanding the customer to pay overdraft balance, and discussing bankruptcy?
What would be the maximum limit that customer would be able to get for Purchase, ATM Cash Out and Cash Advance?
Purchase - Can increase the limit to a maximum of $20,000
ATM Cash Out - Can increase the limit to a maximum of $2,010
Cash Advance - Can increase the limit to a maximum of $20,000