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When a customer's middle name or initial is incorrect or misspelled on their account (per IRS discrepancy), they must submit a letter of _______, two forms of government ID, and a W-9.
Intent (it does not need to be notarized)
What is a good question to ask when a customer needs help completing their W-9 due to IRS discrepancies?
Does the name on your account match the name on your Social Security card?
What 3 ways can the customer return a completed W-9?
By mail, fax, or online (uploaded to their Document Center in their online bank account)
If a customer needs a new W-9, where can they download the form?
From cit.com
What does the customer complete and submit to correct an incorrect name or TIN/SSN (1st B-Notice)?
W-9 form
What do we send customers when the IRS identifies a discrepancy in their name, SSN, or EIN on their 1099INT from the previous year?
B-Notice letter
Customers must pass the _________ Authentication to remove an ACH stop payment.
Elevated
Which system is used to add, remove, or change a beneficiary?
Sales Management
CIT does not offer Living Trusts. True or False?
False - CIT does offer formal (revocable) Trusts.
There is only one CIT Official Check account number. True or False?
True - If the caller's account number does not match, the official check was not issued by CIT.
What pieces of information do we request from a caller who is reporting a deceased account holder?
We must ask for the caller's phone number and address, and the account holder's name and date of death.
Name the easiest way a customer can prevent a dormant account.
Logging into their online banking.
A customer’s account becomes dormant when there is no activity on it for ____ months.
24
The customer is locked out of their bank account when they enter their VRU PIN incorrectly 3 times. True or False?
False - The customer is locked out from using the VRU and will require a VRU PIN reset. This doesn't mean they are locked out of their bank account.
Which system is primarily used to complete Account Maintenance?
Insight (although Sales Management is used to add, remove, and change beneficiaries)
Which type of verification is required when we add an ACH stop payment for a customer?
Standard Authentication
Elevated Authentication is required when a third party wants to verify a CIT Official Check. True or False?
False - No verification is necessary with third-party callers.


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