Authentication(Retail)
How many question do you ask for a screen pop?
Ask one (1) question from Approved Authentication Question List unless red flags are present.
What two documents can be used to verify a business client?
Signature card & Business resolution
If the caller’s name does not match the results what are the next steps?
Verify the other account holder, joint owner or authorized users (credit cards) names to determine if they match the Phone Finder results.
What system do we use to locate prior period service charges
Statement viewer
What do you do if you see "DENY, Suspected Fraud"? BONUS QUESTION
Transfer to DCFM department! and Provide transfer expectations
How many question(s) do you ask for a non-screen pop
AUTHENTICATE by asking at least TWO (2) question from Approved Questions List unless ‘Red Flags’ are present (additional questions may be asked).
Can we change a phone on a business account?
DO NOT CHANGE ANY BUSINESS PHONE NUMBERS
What do we do for clients who are disabled and can not go to branch?
Place the client on hold and consult with your SSL/Team Leader before referring client to branch for assistance
What system do we use to see why client has a case adjustment?
Document Direct
How much can you increase ATM limit?
Specialists may only increase a client’s temporary ATM withdrawal limit up to an additional $5,000.00. POS 50,000.00
Do we authenticate callers who are calling to get routing number?
No, This is general information
What would we advise client who is looking to close an account?
Refer caller to the branch
Does the phone number have to be on file?
The phone number used for Phone Finder authentication does not have to match what’s listed on the client’s profile in Client Central.
What system do we use to stop reoccurring debits?
BlueZone 3270 KM49
Can you order a debit card for a joint owner?
Joint Account holders are prohibited from blocking AND reissuing the card, (this denies access to the cardholder).
How do we authenticate an employee?
SEARCH: Ask the caller to provide their full name or
VALIDATE: Look Up Caller in Outlook Directory to confirm they are listed in the Outlook Global Directory
AUTHENTICATE: Send the teammate a Skype Message using a simple phrase (do not simply state hello)
What can we not do for a business client who shows as blocked/unverified? (name two)
Address changes (even if screen popped)
Email changes (even if screen popped)
SBO Password Resets
Enrollment with Mobile Wallet (Apple/Samsung/Android Pay)
Order checks
How many characters are in the OTP?
View the options to send the client the 6-digit One Time Password code they will provide for verification.
What system do we use to order check copies for a client from the year 2007? Trick Question!
No system because we cannot order images older than 7 years?
What should we advise client after debit card has been ordered?
Advise client a new card with a different sixteen (16) digit Debit Card number and expiration date will be automatically ordered. The client’s PIN will remain the same.
What must client do before any information is disclosed.
ALL clients must be properly authenticated BEFORE any account information can be disclosed, or profile or account maintenance is performed
If red flags are present and you are not able to authenticate the client, what from should be submitted?
Complete Suspicious Caller Form
If there are No identity or documents found what other verification method can we utilize?
If the phone number matches the one on their profile AND it has not changed in the past 30 days, unless otherwise noted in High Risk Transaction Request and Method to Use, then refer to InstantID Q&A procedures.
What system do we use to see when a card was mailed out?
Document Direct (embossing)
Does ATM cards require activation?
ATM cards do not require activation