Processes
Queues
Categories and Sub-categories
Products
Applications
100

What is the processing time for external transfers?

2 business days

100

what queue handles profile updates(name, address, DOB)?

Financial Center

100

Customer asks general questions about adding a beneficiary

Profile Updates/Add or Remove Beneficiary

100

What is the APY for a High Yield Savings account?

4.25%

100

Customer wants to verify that they scheduled an external transfer properly

Alchemy

200

What do you need to verify a customer that is doing a new application?

full name and email address

200

Customer wants to add a beneficiary

Financial Center

200

Customer request to have a joint owner added to their account and completed the form

Financial Center/Add/Remove Signer

200

This account has a minimum balance to avoid service charge

Tailored Checking

200

Customer is trying to make a purchase with his card but is being denied

CMSE

300

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.

300

Customer wants to cancel an external transfer that is showing as pending

Fraud Management

300

Customer called to cancel pending external transfer 

Fraud Escalation/Cancel Transfer

300

You have to own a Business Checking account to qualify for this account

Business High Yield Savings

300

Secure method of sending Bank Statements

DocuSign

400

Customer brought overdrawn account to positive using ACH transfer or check

Create a CRM ticket and assign it to Fraud

400

Customer wants to open a trust account

MAO

400

Customer asks general questions about the process of converting an account to a trust account

General Banking/Account Conversion

400

APY increases as balance increases

Rewards Checking/Member Rewards Checking

400

Main website to get details on systems and processes

Process Site

500

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

500

Customer is trying to open a Business savings account

MAO

500

Caller states they are inquiring about the process of adding a garnishment to an account

Operations/Levys/Garnishment

500

APY decreases as balance increases

Tailored Checking 

500

Customer wants to you to review a check that was deposited into their account in January 2022

e-vision