Authentication
What do you ask for when the client is fully authenticated in the IVR
What is the name of the business/ their name.
What system do you use when a client needs to be high risk authenticated
What is Lexis nexis
What is the CEO's name
What is William (bill) Rodgers
Can the following information be provided or only confirmed: Clients Account Number
What is only confirmed
What code do you use when doing a spending limit increase?
What is CM33
After you authenticate the client what do you need to check before continuing the call
What is CIF comments and Business resolution
What happens if you have to HRA and the client has an international number
what is ask 2 challenge questions
What do we do for clients who are disabled and can not go to branch?
what is
Place the client on hold and consult with your Team Leader before referring client to branch for assistance or transferring to CFS
Can we verify check funds for a non client
What is Yes
What system do we use to see why client has a case adjustment?
What is Document Direct
Give 4 challenge questions to use for a client that does not have online banking
What is the Primary email address on your account?
If an alternate mailing address is listed - Please provide the alternate mailing address listed on your account, this is where your statements are mailed
What is your debit/ATM card number?
What is the expiration date and last 6-digits on your debit card?
What do you do when Lexis Nexis is down and you have to high risk authenticate a client
what is ask 2 challenge questions
What is the date of MOE 7
What is Feb 20-22
Can the following information be provided or only confirmed: Vehicle Loan account Number
What is Provided
What system do we use to stop reoccurring debits?
What is blueZone 3270 KM49
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 is the maximum amount of times we can enter in the code that was sent to the client when performing Phone Finder
what is 3 times
How many characters are in the OTP?
What is View the options to send the client the 6-digit One Time Password code they will provide for verification.
For a NON CLIENT can you provide the account number
What is no
What system do you use to pull the 11*885 report?
What is document direct
How do you authenticate a client when they have not been verified in the IVR
what is
Search the client by 1 of the following combinations:
-Full account/card number AND last 4 of SSN/Tax ID
-Full SSN/Tax ID AND last 4 digits of account/card number
-OLB User ID AND last 4 digits of SSN/Tax ID
-OLB User ID AND last 4 digits of account/card number
Give 4 reasons to run HRA and the method you must use
What is
Address Changes
Adding a card to Whitelist in Risk Analytics (CA Arcot)
Card Activation with PIN Mailer Request
Debit Card Spending Limit Increase
What do you have to check before performing a password reset?
what is Contact points
For a CLIENT can your provide the full phone number
what is no only confirmed
What system do you use to see a return check?
What is check image direct.