Relationship Codes
What Relationship Code is Co-owner - Other - two or more individual names on an account. This relationship describes other than the first owner.
Can they have access to OLB?
COO and Yes
Client has a checking account but no social security number attached. Can they enroll in olb?
NO
True or False: To confirm the correct account information is being entered, you should ask them.
False. You should check the audit log.
If client does not come in fully authenticated through the VRU what must clients pass to unlock their online banking?
OTP
In the mobile app what can clients select to complete a mobile deposit?
In the account title, Deposit
What Relationship Code is Minor - the client is a minor on an account?
Can they have access to OLB?
MIN and Yes
What are the two ways clients can access/view their online banking profile?
Browser and App
True or False: Multiple Quest profiles can prevent an online banking enrollment.
True. Multiple Primary Quest profiles will need to be merged before a new enrollment.
For now, what statuses can be updated in Quest with the Digital Status Change Service Request?
Pending and Locked
Where can clients find their account and routing number in their online banking?
Account Info
What Relationship Code is Power of attorney - a person appointed by an owner of an account to transact business on the account. The rights of an attorney-in-fact last until revoked or until the depositor dies. Can they have access to OLB?
POA and Yes
James is listed as MIN on the checking account he shares with his Mother. Can we walk Jame's mother through enrolling his online banking profile for him?
No
List three troubleshooting steps that should be completed for browser issues.
Browser maintenance, check for browser updates, and switch browsers
After three failed attempts to add an external account what online banking status will be displayed?
Inactive
Where can clients go to access their bill pay?
In the account tile , Pay Bill
What Relationship Code is Beneficiary - the person named as beneficiary will receive the money upon the death of the owner of the account. (legacy)? Can they have access to OLB?
BEN and No
Are security questions case sensitive?
Yes
What does the status Admin Enrolled mean?
The branch started the enrollment with the client, invitation email was sent to the client, but the enrollment was never completed. Client will need to do a brand-new enrollment including a new user ID.
If client's online banking status is Inactive Fraud can we change the online banking status?
Yes, if client is in branch verified with notes in Quest from fraud
How far back can clients view transactions in their online banking?
18 months
What Relationship Code is Customer with no access - client is an individual and is primary but is not authorized for access to the account? Can they have access to OLB?
NAC and Yes
How long does a client have to complete an enrollment before it times out
10 minutes
Client is receiving message that their account is locked, IBX and Quest show that it is not locked, Audit log shows the login attempt. What should you check?
Compare the user id entered in the audit event with the user id displayed in IBX. If the client is entering in an old user id, that event will show in the audit log.
Client has Inactive online banking status with no notes in quest or audit log does support status. Can we unlock?
No , must refer client to branch
Where can clients find in their online banking find more information about their credit account such as available credit and amount due?
Payment Details