Miser
2 Part Question
1. Can we rush order checks?
2. What can we suggest for the customer to do if they do not receive their check order in time?
Yes for a fee.
Suggest for the customer to visit their local branch for starter checks.
What kind of customers are in Groups 10 & 15?
Group 10 are Relationship Business customers.
Group 15+ are corporate customers.
What is the process to advance transfers from a HELOC to a checking account?
Submit a Commercial Loan case in Salesforce and let the customer know that our back-office team will process the transfer which usually takes place within the hour or sooner.
If a business customer would like to have ACH access and their account is not set up for ACH access, what is the process to have the account type changed?
Advise the customer to contact their RM to change their account type. ACH is only for Treasury Management (TM) customers.
If a wife calls in who shares an account with her husband and he needs a new card order due to it expiring, who do we advise?
No one, the husband must call in to request a new card.
When the POS or ATM limits are increased, what is the most important part to add?
The expiration date.
If a business customer is already set up to perform wires and they purchase a new phone and realize that they're no longer able to perform wires, what do we need to do to set their phones up for wires again?
The customer's old ID will be in the field, remove the ID and have them download the app again and follow the steps as if this is their first time.
If a customer would like to change their account type from Premier to FirstPay, what is the process?
If a business customer advises that their Admin is no longer with the company and they need to update the Admin, what is the process?
Have them contact their RM to advise and when we receive the completed Business Form back, send to CDeposists.
Can retail customers send wires?
Yes, only Frank & Kristen can submit a request on the customer's behalf. This is all performed in Salesforce and approved by CDeposits.
In Miser, how can you confirm the account number for a corporate credit card number? (e.g EIN: 23-3060542)
The account will have "Corporate" in the description followed by the card/account number.
How can you confirm an Admin on an account when you CSR assist?
They have an Administration tab in OLB.
If a customer would like to increase their mobile deposit limit, what is the process and what must be included with the request?
Provide the increase amount and specify if it's a retail or business customer and send via email. Once updated, contact the customer.
If a business customer wants to add a new account to perform wires, what is the process.
Send customer the Banking Form to complete and send to CDeposits.
If a customer that is currently out of state requesting to close their account and they have funds left, what is the process?
Send the inquiry to the branch that they're assigned to with a screenshot of their Miser profile and provide them with the customer updated contact information.
How to confirm if there are hold amounts/checks on an account? (e.g SSN- 0773 Antonio Walker)
Click on account number- General Inquiry- Holds
or
Click on account number- Statistical- Holds- Hover the mouse over the description or more details
Why do we use the tracking feature in Q2?
To check why an OLB transfer was rejected and notes left by Camille.
If a customer is inquiring about an ACH transaction that you also see in Miser, what is the process to confirm details of the transaction?
What is the proper endorsement for mobile deposits?
"Mobile Deposit to Firstrust Bank"
If a customer would like to link their personal account to their business OLB. Is this possible?
Yes and if there are other users on the account, they can hide their personal account from the others.
Are the signers shown in "Related Clients" in Miser Admins?
No, the Admins are all listed in Q2. They are only the signers and can be used as a part of business verification questions.
To confirm if a User has wire capabilities, how do we navigate?
CSR assist the admin, check the Users tab and see the rights of the user in question.
If a customer did not authorize a transaction on their debit card, what is the process to dispute the charge? (think of forms)
Confirm the transaction has been posted and is not pending. Complete the Unauthorized Use of Debit Card form.
What does the error message "RDC accounts unavailable" and how do you troubleshoot it for the customer?
System error; have the customer delete and redownload.
Send an inquiry to Camille & Joe and they will advise of the status and how to proceed.