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?
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Check
15
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.
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15
CIT does not offer Living Trusts. True or False?
False - CIT does offer formal (revocable) Trusts.
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15
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.
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Check
15
A customerâs account becomes dormant when there is no activity on it for ____ months.
24
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15
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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15
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)
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Check
baam
Lose 25 points!
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magnet
Take 25 points!
Okay!
shark
Other team loses 20 points!
Okay!
lifesaver
Give 10 points!
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15
Name the easiest way a customer can prevent a dormant account.
Logging into their online banking.
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15
Which type of verification is required when we add an ACH stop payment for a customer?
Standard Authentication
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15
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.
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15
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)
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Check
eraser
Reset score!
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gold
Win 50 points!
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shark
Other team loses 20 points!
Okay!
baam
Lose 25 points!
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15
Customers must pass the _________ Authentication to remove an ACH stop payment.
Elevated
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Check
Okay!
Check
baam
Lose 25 points!
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gift
Win 25 points!
Okay!
gift
Win 10 points!
Okay!
baam
Lose 15 points!
Oops!
15
If a customer needs a new W-9, where can they download the form?
