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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 4 security pieces to verify them non-account maintenance.
True
True or False: If the customer fails non-account maintenance, 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?
Account Maintenance
Your customer calls to get an account balance. You verify the customer (2 mandatory-2 additional) and quote the balance. Then your customer mentions they need a phone number update. What remaining security would you obtain?
5 pieces (4 mandatory +1 additional or 5 mandatory)
A customer calls to get their login ID reset? What security risk would you use?
Account Maintenance
What options do you have when verifying a business customer for account maintenance?
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 for non-account maintenance.
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 security verification would you verify when a customer calls to replace their lost debit card?
Non-account Maintenance
True or False: When the customer populates in Service Xpert with "true" validations for PIN, SSN and ANI Match, they are fully verified for a non-account maintenance call.
False
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 for account maintenance.
True
