TEAM SCHLEIG

Authentication

100

What is required when speaking with a Business customer who has be "validated" by the IVR?

What is Name, User id and Company Name 

WBB Online Banking for Business Authentication - Online

200

When verifying an email for step up, how many days has to go by for a recent email change

What is 15 days

How to Step-Up Authenticate a Customer - Online

300

M&T Bank Responsible Banking Policy prohibits the denial of service on the basis of....

• Age
• Race
• Ethnicity
• Marital status
• Gender
• Sexual orientation
• Gender identity or expression
• Familial status
• Disability, or
• Any other federal, state, or local prohibited bases

Enhanced Authentication - All

400

If a company Admin does not have a SSN what do you verify? 

what is Account number, Business Name, Tax Id number, Customer's Name, user Id and One item from the enhanced authentication list. 

WBB Online Banking for Business Authentication - Online

500

When a Third party is calling in to make a payment on a ILN or HEQ, How would you authenticate?  

• Bankers must obtain the callers full name and place in 3rd Party Verification

ILN- Customers name, Account number and amount of payment 

HEQ- Customers name, Account number, and caller name/company account/ CIS remarks

Third Party Authentication - Svc

Closure Codes

100

What does an (*) mean when you see it on a closure code

What is Any Closure Code with an (*) denotes that option requires an additional note. 

Closure Codes in CPS - All

200

What are the steps for closing out a Digital Wallet call AFTER the activation thru Visa Online? 

What is .. WEB Digital Wallet Assistance Closure Codes under VDR

• - Add the appropriate Sub Menu option
• - In the Notes Editor, type:
  • - Card Activated
  • making sure to put enhanced or step up verified 

Digital Wallet Authentication - Online

300

What information needs to be on the closure code for a branch transfer?

What is 

Transferred Caller Sub-Menu:

• Branch*
  • Be sure to include Branch Representative’s name, Branch number and LAN ID (EBRNXXX).

Closure Codes in CPS - All

400

What closure code would you use when closing a WEB? 

What is Account Maintenance closure code to notate the account

How to Close an Online Banking Account - Online

500

Who would you call when a customer needs an ACAC code change but they have a Home Equity and they are not a voice match?

What is

If there is an open Home Equity account in the Customer's profile, and they are not a voice match, transfer the call to a specialist. 

If the customer has a successful voiceprint match, refer to procedures for HEQ/HELOC Maintenance Policy Exception.

When to Change an ACAC Code - Online/COR Support 

WEB Allowed/Prohibited Maintenance for Customers - Online

Where to find /Systems

100

What system do you use to find Direct deposits and automatic withdrawals/debits?

What is PEP +

PEP+ System - Svc

200

What are the different bill payment status? 

What is 

• NSF
• Scheduled
• Cleared
• Sent
• Processing
• Canceled
• Error
• Returned
• Rejected 

WEB View Bill Payment/Transfer Activity - Online/COR Support

300

Maintenance cannot be completed for a customer if one (or more) of the following conditions is met. Name these conditions.

• WBX is placed on Online Account
• Customer is locked out of Online Banking
• System requires customer to change passcode
• HEQ/HELOC exists on the customer’s profile and there is NOT a successful voice print

Account Maintenance Tab in RM Web Account Maintenance - Online/COR Support

400

What are the steps to update the DOB for Installment Loans? 

What is instruct customer to email a copy of state issued id to [e-mail], and then forward email to Records Management and CC TBC Audit advising that the date of birth has been updated. (include the customer’s name and account number in the email)

Updates to Date of Birth on Installment Loans - Svc/Online

500

What are the step-by-step directions on how to purge an online banking? 

Why would you need to purge an OLB account? 

 What is ghost web account

WEB/WBB Purge an Online Banking Account - Online/COR Support

Common Calls

100

Im a customer and I want to enroll into Online Banking. What are the times the customer can enroll into online banking? 

What is

Customers are only able to enroll through the M&T Bank Website between the hours of 8:00 am and 10:30 pm ET.

How Customers Enroll in Online Banking (WEB) - Online/COR Support/MTG  

200

what are the three options enrollment types for Businesses? 

What is 

• M&T Debit Card or ATM Card for Business
• M&T Credit Card
• Business Checking Account

WBB Enrollment (General Information) - Online/COR Support

300

What are the daily/30 day transfer limits for B2B?

What is 

Standard daily/30 day bank to bank transfer limits are (Inbound & Outbound combined):

• $2,000 Daily per business day
• $5,000 within any 30 day period

There are no limit exceptions. Limits cannot be raised. 

Bank to Bank (B2B) Transfers (General Information) - Svc/Online/COR Support

400

If at any point you feel that the individual who is on the line is not the true customer, what do you do? 

what is

use the red/yellow flag list as a guide and provide the Denial scripting  

How to Handle a RSA Denial Request - Online 

What are and How to Handle Yellow/Red Flags for RSA Denials - Online

500

If you are activating a card for Apple Pay and a pop-up message titled Warning: "Suspected Fraudulent Provisioning appears" What are the proper steps? 

What is 

• You CANNOT provision the plastic unless the call is from a Branch Representative
  • Advise customers to visit an M&T Branch to add plastic to Apple Pay

How to Activate Token for Digital Wallet in Token Lifecycle Management (TLCM) - Online/COR Support

Who to Call

100

who do you call when a customer requests a different language? 

what is the client id # and cost center #

What is Language line 

client id- 730056

cost center-6053

Language Line - All

200

who do you call when you have a wbx block, rsa denial or zelle denial?

FCOE (fraud center of excellence) 

How to Handle a RSA Denial Request - Online

300

what are the common reason restraints are placed?

What is 

• Customer reports a lost or stolen checkbook
• Customer places a stop payment on a check
• Customer places an ACH stop payment

Restraints - Svc 

400

Finish this sentence

Restraint is used to verify funds on check deposits greater than....

What is

$2,500.00

Restraint Class and Type Code Matrix - All

500

what are the reasons why a customer access may be blocked from online banking? 

What is

• Customer chose to block access
• M&T Bank blocked access for legal reasons or due to suspected fraudulent activity
• Bankruptcy block
• Malware

Reasons for Online Access Block (WBX) - Online