True or False: If security has been verified properly, the box should turn from green to red.
False
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15
The customer calls to file a dispute but mentions that they have a new address. What security risk would you use to verify the customer?
High Risk
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15
Name the information needed to verify a branch rep.
First & Last name, Employee ID, and Who They Report To
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20
What 3 entities are you able to verify funds, deposits posted, or checks cleared?
Other Banks/Financial Institutions, US Treasury, and Social Security Administration
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15
When a customer is not text capable or may not have or know how to work call waiting, how can you verify them for a high risk call?
5 mandatory pieces (assuming there are no red flags)
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baam
Lose 10 points!
Oops!
fairy
Take points!
5
10
15
20
25
fairy
Take points!
5
10
15
20
25
thief
Give points!
5
10
15
20
25
banana
Go to last place!
Oops!
gold
Win 50 points!
Okay!
shark
Other team loses 15 points!
Okay!
baam
Lose 20 points!
Oops!
15
What risk would you verify when a customer calls to replace their lost debit card?
Low Risk
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10
True or False: When the customer populates in Service Xpert with true validations on under (PIN, SSN, ANI Match), they are fully verified for a low risk call.
True
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trap
No points!
Oops!
shark
Other team loses 20 points!
Okay!
fairy
Take points!
5
10
15
20
25
baam
Lose 15 points!
Oops!
10
True or False: If the customer request the OTP code sent to their email address, you can send it.
False.
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10
True or False: If the customer fails the low risk pieces, do not proceed to OTP.
True
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20
What information can you verify for a merchant?
Name, address, and phone number for a debit card. You cannot verify that information on a customer's DDA account. The merchant should give you the debit card#.
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20
True or False: Anyone from a business can call to get information but only someone listed on the signature card or corporate resolution can make changes.
True
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15
Your customer calls to get an account balance. You verify the customer (1 mandatory-2 additional) and quote the balance. Then your customer mentions they need a phone number update. What remaining security would you obtain?
3 mandatory pieces
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10
True or False: When receiving a Zelle Maintenance call, you must verify the customer high risk.