1
What are the 2 types of holds that can be placed?
Standard (case by case) or Extended
What system do we use to close out accounts?
Interact
What is the decline code reason for D1?
What system do we use to capture client consent when ordering a new card or changing the product type?
OK tool
What is the phone number of the Fraud Claims ATM Debit - New/Existing - ENG department?
Client Direct Dial: 1.877.366.1121
What will you have to do in the following scenarios?
Deposit scenarios:
File an ATM Billing Dispute. Refer to Initiate a Claim - Billing Disputes or Fraud - ATM/Debit.
What hyperlink to we click on within our account services when we are replacing a card?
Card Maintenance
How much is the expedited fee if the client wants the card sooner than the 4 - 6 business days? How many business days is for expedited delivery?
15 dollar fee & 1-3 Business days
What are the 3 things to consider when trying to determine the business day of the deposit?
Day of the week, time of day, deposit channel (atm, teller, mobile)
How long will the hold be if a check was deposited for more than 6,725 dollars?
4-5 business days
What is the name of the system we use to expedite card delivery?
STACI
When are funds normally available to client if there is not a hold?
9:00 am local time where account is domiciled - Next business day
If you submitted a posting/encoding error request for a double posted item, how many business days would it take for the correction to be posted?
Correction posted within 5 business days
What is the highest withdrawal limit the client has for their debit card?
The maximized customized limit is $2,018 for all Consumer Debit Card and cannot be exceeded.
Temporary limits may be established up to 14 calendar days
A client shares that they made a $50.00 cash deposit with a teller at a financial center yesterday. Upon signing into the mobile app this morning, they noticed that the deposit is not showing in their account. Is this a posting or encoding error?
The client should be referred back to the Financial Center (all cash deposits need to be referred back to the Financial Center)
True or False, cards that have not been used within the 12 month period before expiration date will be reissued?
Cards not used in the 12-month period before the expiration are not reissued.
How long does it take for the Pin mailer to arrive at their home (within the U.S) and how long will it take for international?
Reorder Personal Identification Number (PIN) (PIN Mailer)6 to 8 business days for client to receive PIN reminder within the United States (approximately 4 to 16 business days for international delivery)
Client Question
I deposited a check into the ATM last night at 10 pm. (client is calling in on Saturday) and I need the money for plans I have tonight, but it is not showing up in my account yet. What is the best phrase to use?
Best Practice Scripting
I was told my funds would be available the next business day. Why hasn’t the check cleared?
•If check was deposited Friday after cutoff or Saturday or Sunday: I understand this feels like a delay, when you deposit your check on a Friday after the cutoff time or on Saturday or Sunday, it will process as Monday's deposit. The next business day is Tuesday since all check processing takes place only on business days.
•Refer to Deposit Account Transaction Cutoff Times for more information on cutoff times
What must we verify when in the process of closing an account?
Email & Address
What is the name of the service request form we submit for a name change/ Add Owner/ remove owner? How many business day does it take to make effect once the paperwork has been received?
Personal Title Change &
Are there items that are generally available without hold? if so, what are they?
On-Us checks, Bank checks (also called Teller or Official checks),Cashier's checks, Certified checks, Federal Home Loan Bank checks, Federal Reserve Bank checks, State or Local Government checks, Travelers Cheques during the first 30 calendar days of a new client, U.S. Postal Service money order,U.S. Treasury check
A client reports that they recently had an issue with a gym membership that continues to be debited from their checking account through an ACH even though they canceled their contract. Upon signing into online banking this morning, they noticed that another membership payment posted overnight, and they want to know if you can remove it from their account. Is this a posting/encoding error?
This is not a posting or encoding error, we need to follow the process to file a Billing Dispute.
What are the talking points we must say when we are closing the account?
Client Question
This is crazy. I deposited a large check and the money was in my account yesterday and now there is a hold. I already spent some of that deposit so now my account shows as negative. How can this happen? What is the best phrase??
FAQ
Best Practice Scripting
A hold was placed after I started spending the money from my check and now my account is negative
I am very sorry this has happened. Occasionally, a longer or extended hold is placed on the funds to allow the bank more time to verify the check, even after the funds may have initially been made available. All deposits are subject to review during and/or after the completion of the deposit to protect you from losses in the event the check is returned unpaid for any reason.
You will have full access to your funds [indicate the hold release date and time]. Any fees you incur because of the hold will be refunded to you. Please call back or visit a financial center when your funds are released for a full review of any applicable fees