Show:
Money Movement
Systems
Timeframes
1st level
2nd level
100

What options can a customer fund their CD account AFTER the application? 

Check, wire, or internal transfer

100

What system do we use to research debit card activity?

Payments One

100

How long do we quote for ACH transfer timeframes?

2-4 Business days

100
What are the 4 verification pieces we must receive from customer to consider them passing 1st level if not IVR verified?

Name 

Last 4 of SSN

MMN

DOB 


100

What type of 2nd level verification method should we attempt first if the customer is calling in with a Cashback Debit Account?

XID. If the customer has their debit card available we should attempt XID before anything else.

200

What is the limit for official checks to be sent to customers?


THE LIMIT DOES NOT EXIST

200

When we hear the term 'external account' or 'transfer funds' what system should we turn to?

Compass

200

How long do documents take to be reviewed and worked if submitted via Secure Document Upload (SDU)?

24-48 HOURS

200

What type of freeze only needs 1st level to be completed?

Account freezes - Debit, Credit, or total freeze does not require any second level to be completed to add or remove

200

If XID is not an option or not applicable for customer, what is the next 2nd level verification option we should attempt?

Out of Band (OOB)
300
What is the minimum amount a customer must select to perform a transfer on the online account center?

$25 

300

What system allows us to see what the customer can see on the account center?

Esolutions > CIF Emulation

300
What are the timeframes we quote for a checkbook order?

5-10 Business Days

300
If a customer states "Marie Smith" for MMN but we only have Smith on file, is this a pass of 1st level verification?

Yes! We would pass this as they stated the correct last name. Now if we have "Marie Smith" on file and they only state "Smith" this would NOT be a pass. 

300

In what instance would we not need to complete 2nd level verification when closing an account?

If the balance is down to $0, we do not need to complete 2nd level to close it out.

400

What is the minimum requirement for a national CD/MMA to be opened with?

$2500
400

What system allows us to check Zelle and/or Bill Pay activity?

Customer Service Tool (CST)

400

How long does an expedited debit card take to reach a customer? 

1-2 Business Days

400

Customer states their name as Jeff when we have Jeffrey on file. Did they pass first level?

Yes! Since this is a clear nickname for Jeffrey, we would consider this a pass. 

400

TRUE OR FALSE: 

Mothers maiden name can be released after completing 2nd level verification

False! We are never able to provide the MMN we have on file. After completing 2nd level we can only update it to what it 'should' be. 

500

What is the cutoff timeframe for an external transfer initiated on the Discover Bank account center?

5PM ET

500
Which system can you use to locate documents customers have submitted via Secure Document Upload (SDU)?
WEBTOP
500

Fill the blank:

Expedited official checks will be delivered in ___ business days if the request is submitted prior to 9:30 p.m. ET. 

If an expedited official check request is submitted after 9:30 p.m. ET, the official check will be delivered in ___ business days.

Expedited official checks will be delivered in three business days if the request is submitted prior to 9:30 p.m. ET. 

If an expedited official check request is submitted after 9:30 p.m. ET, the official check will be delivered in four business days.

500

What ways can we search a customers profile to complete 1st level authentication? 

Account number

Debit card number

Phone number

SSN

CIF (internal use only)

Full name


500

How many times should we attempt to send a code via Out of Band (OOB) before moving into OOB Fallout?

3 times