If a member tells you they don't trust the internet, how could you reassure them that Interra's online banking is secure?
We require longer passwords for our member's protections. We have 2 factor authentication. We can set up alerts through online banking to monitor the account.
How would you describe courtesy pay to a member?
Checks and Auto withdraws, for emergencies, up to $500 negative, $34 fee per item, credit union pays the items so the bill/person is paid
A member comes in and says they need a new debit card. How do you respond?
Ask why, (fraud, lost, not working...) Check account for fraud, check to see why it was declined...
A member wants an auto loan and you don't have a loan officer available. What do you do?
Discover the urgency. Give options. Never say I can't/I don't.
What are some options you can give to a Primary member who wants to remove a joint owner?
They can come and remove themselves or we can open a new membership and close this one. If they are out of state, we can send a form out and removed them later.
What would you say to a member before they sign our Insurance Statement?
By member's choice, we are privately insured not federally insured. Each one of your shares is insured up to $250,000 through American Share Insurance.
Your member wants to protect their account, they'd like to know the different between a POA, a POD, and a joint
POA-no liability, can transact ON BEHALF of the member. POD-beneficiary. JOINT-full access full liability
While completing the CDD questionnaire, your member stops you and asks why you need to know this information. What do you say?
It is to help the CU understand the nature and purpose of member relationships. It is required b/c of Anti-Money Laundering (AML) and Know Your Customer
If a member opts into Courtesy pay, how would you talk to them about Debit opt in/out
You can have the same benefits of courtesy pay added to your debit card expenses. Up to -$500 your debit card transactions will be paid when you swipe. $34/item
How would you summarize the signature part of the Member agreement? (not the Insurance Statement)
By signing below you are stating that you are a US citizen/person, you're not subject to any backup withholding, and all the information you gave me is correct.
A member wants to wire money to their boyfriend in Nigeria. How should you proceed?
Ask questions, have they met in person, would they mind sharing some correspondences, why do they need the money. Contact Fraud, be empathetic!
How would you inform you member you have to pull their credit to open an account?
It is a soft pull. Does not harm the credit score.
How would you explain the difference between our Elite Credit Card and our Standard?
Elite earns 1.5 pts for ever $1 spent, Standard has lower interest rate, but no rewards. If carrying a balance, Standard might be best. If paying it off Elite?
How would you describe the difference between Regular and Flex Checking. How can you determine which account your member would benefit from?
Flex checking has higher interest rate if you have estatements, 25+ debit card transactions, and a direct deposit OR auto w/d. W/o 1, Regular Checking is best
A member has a 450 credit score and a manager will not approve a checking account. How would you have that conversation with your potential member?
They can still have an ATM card. We can reevaluate in 6 months. Go over credit and talk about ways to improve