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Security Verification Review
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Name the form that you would send if you had a suspicious call with red flags.
The Suspicious Call Checklist
Name the information needed to verify a branch rep.
First & Last name, Employee ID, and Who They Report To
True or False: When receiving a Zelle Maintenance call, you must verify the customer using Account Maintenace security?
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 the customer populates in Service Xpert with true validations on under (PIN, SSN, ANI Match), they are fully verified for non-account maintenance?
True
True or False: If security has been verified properly, the box should turn from green to red.
False
What maintenance security would you verify when a customer calls to replace their lost debit card?
Non-Account Maintenance
What 3 entities are you able to verify funds, deposits posted, or checks cleared?
Other Banks/Financial Institutions, US Treasury, and Social Security Administration
True or False: When a 3rd party calls to make a payment, you must Non-Account Maintenance security?
False
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
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#.
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 options do you have when verifying a business customer for an Account Maintenance request?
3 pieces of security from the list & OTP or obtain 4 pieces of security from the list
A customer calls to get their login ID reset? What Maintenace security risk would you use?
Account Maintenance
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
The customer calls to file a dispute but mentions that they have a new address. What maintenance security risk would you use to verify the customer?
Account Maintenance
If the last maintenance date on Service Xpert is within the last 30 days, what system should you check next?
MAX Platform
True or False: If the customer fails Non-Account Maintenance security, do not proceed to OTP.
True
When a customer is not text capable or may not have or know how to work call waiting, what is the alternative method in obtaining OTP?
5 mandatory pieces (assuming there are no red flags)
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?
True
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