Cards
If you have questions about VISA DPS you should call this extension.
Help desk 84117
A member calls in for an update on their loan application. This department is the place to call.
Answer: ALPS (84970)
If you have questions about ACH payments, you can call this department.
Answer: EFT (86190)/ 84117
84115 is the extension for this department.
Answer: Online
"SECURITY OVERRIDE 30 FOR ACCT SENSITIVE TRANS"
These overrides sure are frustrating. Call this department for a remote override when this pops up.
Answer: Fraud (86277 Opt #2)
This department investigates disputes after you’ve filled out the form with a member.
Answer: Disputes (86277 Opt #4)
I this team handles active loans at Mountain America.
Answer: Loan Servicing (80491)
If you press option 2 when dialing EFT your call will be routed to ________.
Answer: Help Desk (84117)
If a member calls in for help with Bill Pay, you can do this kind of transfer to Online without pulling up the member’s account.
Answer: Blind/cold transfer
"SECURITY OVERRIDE 40-PAST DUE SEE MANAGER FOR OVERRIDE"
Oh no! Past due… You’re going to have to call this department to get through this override.
Answer: Collections (83000 or 82378)
True or False: I can warm transfer really tough card calls to ATM/CARDS.
Answer: FALSE (ATM/CARDS is not member facing)
Billy called in about his credit card balance. After passing verification he then asks how to increase his credit limit. You send him to ALPS by doing a ________ transfer.
Answer: Warm
If a member has a question about an automatic payment that left their account, this department is best suited to answer it.
Answer: Service (84111)
These departments help with resetting passwords.
Answer: Online & Service
"SECURITY OVERRIDE 40-AT AUCTION"
This override you won’t see often. But if you get it, call these people.
Answer: Repossession (85306 or 82378 opt #4)
If a member’s purchase was blocked for “Suspected Fraud,” I can call ext ______ if I have questions about the falcon case.
Answer: 86277 (opt #1)
Members need to have insurance coverage on their vehicles, even if they aren’t being driven. If there’s no coverage we charge CPI. Call this department for questions about CPI ________.
Answer: Lending insurance (86160)
Navigating the ACH list can be tough. Good thing this department is there to help.
Answer: Help Desk (84117)/EFT (86190)
After helping the member they ask for help with their billpay going through. How would you transfer this to online?
Warm transfer
Rep payee? You can call either of these departments for help getting past this override.
Answer: Help desk or Deposit ops (84117/86533)
This department would be responsible for unblocking Shaq’s card if he called in to see why his card didn’t work.
Answer: Service (You! 84111)
If a member calls in about their long term mortgage, there’s two options to call: our mortgage team at 86241 or DMI, which stands for ______.
Answer: DouvenMuehle Mortgage inc.
Bill Pay charges come out of our members accounts as an ACH. For questions concerning these charges you can call _______.
Answer: Online (84115)
The Online team helps with Zelle. If a member calls in and asks about a Zelle transfer after you’ve pulled up their account, you can send them to the Online team with a _______ transfer.
Answer: Warm
“Cannot Locate” overrides can be tricky. Call one of these departments for help.
Answer: TITles or Collections (82373/83000)