Chart
Name all options for Level 1
Member Number, Acct Number, Full SSN
Last (blank) of Debit or Credit Card number
What is 6?
Member Number + Phone Number
No, literally anything
We record how we verified a member in this system
What is CRM?
All calls should start with (blank)
What is a Greeting?
Best option with Member Number or Account Number
What is MMN or PIN?
This is found by 2x clicking into the account
What is Branch?
Acct Number + PIN
Yes
If a third party calls in requesting a verbal auto loan payoff, they need to provide this information
What is Member Number, Account Number, or Social, name of member, make/year/model, and last 6 of VIN?
Member needs account-sensitive information, so they must be (blank)
What is Verified?
Best option for SSN
What is SMS/text?
Where a member's automatic payment information is found
What is the Pre-Auth tab?
Member Number + Text
Yes
If we cannot ID a member, they must send us these two things
What is a hand-signed letter of declaration and their ID?
We want to use this during a call
What is the Member's Name?
This is the number of additional questions we can ask
What is 1?
This OOW info is found on the Quick Access tab in OSI
What is Auto/Motorcycle/RV/Boat info? (Collateral verification)
SSN + MMN
No, 2 OOW
We MUST do this if we cannot ID a member
What is put a note in OSI and/or CRM/Sugar?
While assisting the member, we should be reviewing their account to look for this
What are Cross-Selling opportunities?
For SMS/Text, we have to look at (blank) before it can be sent
What is 30 days of Activity?
T/F: DOB can be used as an OOW
What is False?
Acct Number + DOB
No, Last 4 SSN, 2 OOW
If someone wants to update their address AND request additional services, but they have a HELOC that is less than 6 months old OR red flags have been observed during the call, we have to do this
What is send a CRM SR to Fraud/Compliance before processing the address change?
All calls should close with a (blank)
What is a Closing?