What is the processing time for external transfers?
2 business days
what queue handles profile updates(name, address, DOB)?
Financial Center
Customer asks general questions about adding a beneficiary
Profile Updates/Add or Remove Beneficiary
What is the APY for a High Yield Savings account?
4.25%
Customer wants to verify that they scheduled an external transfer properly
Alchemy
What do you need to verify a customer that is doing a new application?
full name and email address
Customer wants to add a beneficiary
Financial Center
Customer request to have a joint owner added to their account and completed the form
Financial Center/Add/Remove Signer
This account has a minimum balance to avoid service charge
Tailored Checking
Customer is trying to make a purchase with his card but is being denied
CMSE
When a customer claims their cards is lost, What do you do?(3 parts)
Check for any recent unknown transactions, cancel the card in Miser and order a new one.
Customer wants to cancel an external transfer that is showing as pending
Fraud Management
Customer called to cancel pending external transfer
Fraud Escalation/Cancel Transfer
You have to own a Business Checking account to qualify for this account
Business High Yield Savings
Secure method of sending Bank Statements
DocuSign
Customer brought overdrawn account to positive using ACH transfer or check
Create a CRM ticket and assign it to Fraud
Customer wants to open a trust account
MAO
Customer asks general questions about the process of converting an account to a trust account
General Banking/Account Conversion
APY increases as balance increases
Rewards Checking/Member Rewards Checking
Main website to get details on systems and processes
Process Site
Customer called in stating his online banking got hacked and he is seeing an unauthorized transfer
Flag account in Miser, create CRM ticket and assign to fraud, create another CRM ticket to file the dispute
Customer is trying to open a Business savings account
MAO
Caller states they are inquiring about the process of adding a garnishment to an account
Operations/Levys/Garnishment
APY decreases as balance increases
Tailored Checking
Customer wants to you to review a check that was deposited into their account in January 2022
e-vision