Authentication
What authentication rule do you need to follow when a customer has a phone mismatch and wants to proceed with a high risk procedure?
When message is displayed, Exception High Risk Authentication is required to perform High Risk transactions.
TRUE OR FALSE - A customer is allowed to pay 15% of their initial mortgage loan amount every 12 months.
FALSE - they are not allowed to pay it every 12 months. It is every calendar year.
Which two states don’t share a border with any other US state?
Hawaii and Alaska
What are the ways to authenticate a colleague that is warm transferring a call?
You can check if the colleague's name appears on gateway (lower left corner).
If not, do the following:
Ask for the login ID.
Send a 4-digit code via Instant Message (any combination of numbers/letters, (Do not reuse 4-digit codes)
Ask the colleague to read back the 4-digit code.
TRUE OR FALSE - A customer can increase their payment amount on their mortgage up to 100% of the original payment per term. That increased amount would not affect their 15% allowed lumpsum payment per year.
TRUE - increasing the payment amount would not be considered in the 15% calculation for lumpsum payments.
Who is the best selling artist of 2025?
Adele
In what case, do we need to play a recorded message for OTP authentication?
when using the customer's phone number from the CIF profile.
Customer situation: A customer has to pay their monthly mortgage payment on the 15th of this month. If they are changing the payment to BW rapid starting next week on the 8th. What will the upcoming payments of the customer look like?
Customer will have IAD on the 8th - which interest from 15th to the 8th.
On 15th of next month he will have the 1st regular payment at the new frequency.
There will not be a last regular payment at the current frequency.
What has words, but never speaks?
A book
TRUE OR FALSE - Customer has given 2 wrong answers during manual authentication and we have exceed the available exception questions. Now, we can do DVS.
TRUE - As long as the customer has not fail compliance, you can follow the steps for DVS to authenticate the customer.
True or False - A lumpsum payment for a mortgage can be made by us, even if it has a prepayment charge
FALSE
Betty Botter bought some butter, but she said the butter's bitter.
Si mon tonton tond ton tonton, ton tonton sera tondu.
If a customer failed authentication, and they tell you they are unable to go to branch due to a disability, can we help them? if yes, how? if no, why?
YES! you can call RO and they can take over the call.
How do you calculate the insurance adjustment on a mortgage when there is a frequency or due date change?
What are your coaches birthdays?
Anila - May 6th
Myuri - June 3rd
Valeria - July 27th