Authenticaton
When we are doing Authentication using an Address what information should we verify with a customer?
Street number, name, city and state must match with prompted address
Who may grant permission to speak to a third party?
ACCCOUNT OWNER/SIGNER
When depositing at a branch or ATM, when is cash made available?
Cash is made available immediately
What are the reasons we can close a debit card?
Lost, Stolen, or Costumer Request.
What is the fee for a international wire transfer done online by cust
$40
What information Can we give a customer when "Stop Do No Transactions" message appears?
None
True or False we can take a social security number From a 3rd party caller
False- we should only take a social security number from the person it belongs to
How soon are funds deducted from available balance when a transaction is made and is pending?
immediately
Who can request limit change?
What is the maximum limit we can request?
Only account / card owner can request change.
$15,000
What tool do we use when looking up communications or alerts sent to the customer via text message?
Pacman tool in admin tool
Is a zip code required during address authentication?
No, but if provided, zip code must match
When multiple people are on a call or someone is connected to your line what information should we provide ?
Call monitoring Disclosure
How long will it take a funds to be available for a check deposited that come from a different financial institution? (not on-us check)
next business day unless placed on hold
What are the reasons a refund can be provided due to hardships
Death, hospitalization and loss of income
Can a zelle be recalled after being sent out?
No, zelles are final and can not be undone
Melanie Martinez and Melissa C. Martinez are BOTH acct holder and caller identifies themselves as Mel Martinez can we service the account as Mel Martinez?
No- must provide name as listed on profile.
Ghost call scripting may be required in rare situations where there is no caller / customer on line, or if call goes silent during servicing. How many times would we call out for cust/caller and what is our suggested script?
Two
"I'm sorry. I don't hear anyone on the line; please call Chase Customer Service back at your convenience.“
How long would it take for funds to be available when depositing a on-us check?
funds will be available unless places on hold
What steps do we take when activating a debit card
Confirm last 4 of card number with cust
Select correct card number under debit card/atm maitenence
Select activate card
Authenticate (if prompted)
What Steps do we take to activate digital Wallet?
Select digital wallet in CA
Confirm what type of wallet
Confirmed last 4 of phone number/card number
Activate
What are the options for a caller who can not be authticated?
Branch, chase online, chase by phone
When a 3rd party is calling in for verification- what info can we use to access a customer’s profile
DEBIT CARD NUMBER
What Federal regulation requires institution to make deposited funds available for withdrawals within specific time limits, and established guidelines for placing holds on deposited funds.
Regulation C
How many fees refunds per day can a cust request due to COVID-19?
We can only refund these types of fees within what time frame?
8 fees
30 days
What is the proper procedure when there is a fraud/suspicious status in admin tool
For fraud we would connect to Cots/Bots
For Suspicious we connect to EMM