Name that System
Your client states they spoke to their insurance company and they claim BofA did not authorize the electronic payment. Where can you check if the payment was attempted?
ACH View
Your customer is calling because they lost their debit card.
Credit/Debit Card Replacement
A small dollar, short-term loan for Consumer clients that can help them manage unexpected expenses. This product is only offered through our digital channels (Mobile and Online Banking).
Balance Assist
Your Platinum Honors Client forgot to transfer over funds to cover their insurance payment. The bank covered the amount that was overdrawn and paid the item.
Fee $10
True of false. Zelle transfers over $1500 will always require OTAC.
FALSE, Zelle may require OTAC but there is no set dollar limit for it to be required.
Your client is online trying to change the phone number they use to get alerts when wiring funds online. They are having trouble removing the old one. They request for you to do it. What option will you select in Account Services to assist?
Security Token Management
(Must be on the Online Banking Tab)
Pay & Transfer Me 2 Me
An optional service clients may enroll in to help prevent overdrafts, returned items and declined transactions. Funds automatically transfer from the client’s linked backup account(s) to the covered account, when needed.
Balance Connect
Your Platinum Honors client has 3 checking and 2 savings accounts and would like to open an additional Advantage Plus Account. You offer self service options and he accepts but asks will he be charged maintenance fees on this new account.
No fee
How can we test if a client is able to receive SMS text messages?
Troubleshoot Mobile and Online Banking Alert Issues
GIN
Your customer continues to be targeted for scams and is worried about how to keep their information safe.
Fraud-Identity Theft
Fraud Security Center
A fast and safe way to send and receive money with friends, family, or people clients know and trust, right from the Mobile Banking app or Online Banking
Zelle
Your customer is not enrolled in preferred rewards. They will be leaving for vacation and need replacement debit card urgently. You offer to rush delivery.
Fee $15
How would you respond to a client who recently changed their phone number and is not able to receive text OTAC?
Tell the client: I would be happy to look into this for you. In reviewing your account, I see you recently updated your mobile number. When contact information is updated, there is an undisclosed amount of time when the account is not eligible for an authorization code in order to protect and maintain the integrity of your account.
Your client is looking for a transaction they made in 2020. They are unsure what month but think it was before summer. They need to know the merchant's exact name. Your client is not digitally active. What system can you use to locate this information?
Content Navigator
Your customer needs to order foreign currency for an upcoming trip and the FC told him to call us.
Manage Deposit Account
Available on full site only, this free transfer method allows to send money to other domestic banks using the recipient's account and routing numbers.
Next day ACH Transfer
No fee
Your client is upset their co-owner received an alert on their device instead of your client getting it. How would you respond?
Service an Alert, Text Message, or Authorization Code Sent in Error
Your client is calling because he made a mobile deposit 3 days ago. They just saw on their mobile app that an adjustment was made for the same amount. They would like more information as to why the deposit was adjusted. What system will help you find this information?
ImageView
(Documents, Deposit Correction Notice)
Your client recently set up a Family Banking account for their minor child and they need to replace the card.
Manage Deposit Account
Your client scheduled a payment online to pay their TJMaxx Credit Card. They realized they made a mistake and would like to stop the payment. The payment is not yet pending and you would like to see if there are options to stop payment. Where can you look to find the status?
Bill Pay Maint Full Relationship
Your Gold Rewards client forgot to transfer funds from savings to checking to cover an ACH payment that is in process. They have Balance Connect and see the funds are on hold to be transferred at the end of the day.
No fee
Your client states they received an alert they did not request. It is not related to unusual activity or fraud on acct. How would you proceed?
Engage Team Manager (TM) or Retail Banking Coach (RBC).
Service an Alert, Text Message, or Authorization Code Sent in Error