Name the form that you would send if you had a suspicious call with red flags.
The Suspicious Call Checklist
15
Name the information needed to verify a branch rep.
First & Last name, Employee ID, and Who They Report To
15
True or False: When receiving a Zelle Maintenance call, you must verify the customer high risk.
True
10
True or False: If the customer request the OTP code sent to their email address, you can send it.
False.
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
10
True or False: If security has been verified properly, the box should turn from green to red.
False
10
What risk would you verify when a customer calls to replace their lost debit card?
Low Risk
15
What 3 entities are you able to verify funds, deposits posted, or checks cleared?
Other Banks/Financial Institutions, US Treasury, and Social Security Administration
20
True or False: When a 3rd party calls to make a payment, you must verify low risk.
False
15
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
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#.
20
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.
20
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
15
A customer calls to get their login ID reset? What security risk would you use?
High Risk
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
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?