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True or False: A dealership (3rd party) calls for a verbal payoff on a vehicle loan. You can ask them any 3 security pieces to verify them low risk.
True
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)
True or False: If the customer fails the low risk pieces, do not proceed to OTP.
True
If the last maintenance date on Service Xpert is within the last 30 days, what system should you check next?
MAX Platform
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
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
A customer calls to get their login ID reset? What security risk would you use?
High Risk
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
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 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#.
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
True or False: When a 3rd party calls to make a payment, you must verify low risk.
False
What 3 entities are you able to verify funds, deposits posted, or checks cleared?
Other Banks/Financial Institutions, US Treasury, and Social Security Administration
What risk would you verify when a customer calls to replace their lost debit card?
Low Risk
True or False: If security has been verified properly, the box should turn from green to red.
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 the customer request the OTP code sent to their email address, you can send it.
False.
True or False: When receiving a Zelle Maintenance call, you must verify the customer high risk.
True
Name the information needed to verify a branch rep.
First & Last name, Employee ID, and Who They Report To
Name the form that you would send if you had a suspicious call with red flags.
The Suspicious Call Checklist


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