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Name the form that you would send if you had a suspicious call with red flags.
The Suspicious Call Checklist
Name the information needed to verify a branch rep.
First & Last name, Employee ID, and Who They Report To
True or False: When receiving a Zelle Maintenance call, you must verify the customer high risk.
True
True or False: If the customer request the OTP code sent to their email address, you can send it.
False.
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
True or False: If security has been verified properly, the box should turn from green to red.
False
What risk would you verify when a customer calls to replace their lost debit card?
Low Risk
What 3 entities are you able to verify funds, deposits posted, or checks cleared?
Other Banks/Financial Institutions, US Treasury, and Social Security Administration
True or False: When a 3rd party calls to make a payment, you must verify low risk.
False
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
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#.
According to your security guidelines, what are 3 examples of card maintenance?
Activate a debit card, pin change, removing a status, travel & merchant strategies, temporary increase, etc.
What options do you have when verifying a business customer high risk?
3 pieces of security from the list & OTP or obtain 4 pieces of security from the list
A customer calls to get their login ID reset? What security risk would you use?
High Risk
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
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
