/////////////////// not in slack 9/27/24/////////////////////////
https://blankslate.io?note=1062560
1.CLIC: 2.CSC COM 3.CIC 4.ONE TOOL 5.CARE
15 minutes to work with your groups to answer what tools or resource you'll need according to the following scenarios:
Scenario 1: You need to find a document that explains how to handle a specific customer request in the Santander System. You also want to check FAQs on common tasks. Scenario 2: Your team has received an urgent communication from Retail that needs to be reviewed immediately. You also want to access the daily communications sent out to the Customer Service Center. Scenario 3: During a call, you need to authenticate a customer quickly to access their account details. This tool helps you manage the phone system and perform customer authentication. Scenario 4: A customer wants to link their account to overdraft protection and update their address. You need a comprehensive view of their history, opportunities, and past interactions. Scenario 5: A customer has raised a complaint, and you need to track its progress. This tool also allows you to view all maintenance requests related to the customer’s account. Scenario 6: You are reviewing a customer's detailed account information, including sensitive personal details and transaction history. This tool is essential for checking account maintenance and inquiry requests.
9/27/24
JA122 - Account Tittling Chart : there we can see difference between control and ownership // also we see if minor call for assistance // how to view the account holders ///
if a minor have the joint account and he call to get some assistant are we able to handle that type of call or it is mandatory to the guardian give us a call? we can't give the minor no information
on VDI (CIC) she looked the account -security management: verified accoutnt on cic with credit cards low risk authenticated -cic holding list is all the account customer has account type and relationship that show if it is owner or no.
cic - cx search - take person hit select - then it move to security management - the next - the it pops to holding list and under relationship we see the the owners
cc servicing: close to the name of the cc we have icon for cx holding on cc servicing and there we see the participation type and we can see if owner. and if we click on holders we see all of the beneficiary. (this info is on JA122)
holders icon is on the left cc servicing menu area since you select an account. Left hand menu-> after you select an account you can tap on holders and you should have a pop up with the information (it is also on ja122).
The holding lists has information regarding all the accounts the customer have, balances, participation type, account # and routing #, description of the product.
on one tool we look as account acc number and under select cx we are able to under the account the pops the owner acc holder of it.
authentication process: We always ask for the account number first after the first and last name. If they don't have the SSN we asked for the card number (all 16 digits). If they don't have that then we have to do a search using their name. Account Number Card Number Social Security First and Last Name
JA122 talks about account type with information, their participant, participant group, relationship type, tax reporter, whom may i release information to? account type: individual joint UTMA Guardian/ conservator representative payee account/ VA fiduciary account power of attorney education savings account (ESA) individual retirement account (IA) traditional/Roth Estate account funeral trust account (NY, NH, NJ) Funeral trust account (RI) Irrevocable burial account informal charitable fund informal (totten) Trust account Formal Trust account/ Business Trust Unincorporated association Sole proprietorship Escrow master/ Sub account Escrow standalone savings
Joint acc: Both owners have the same rights they dont need permission of the other owner to make maintanenance in the account
we'll commonly individual, joint and power of attorney (POA).
WE DO NOT SPEAK TO BENEFICIARIES!!! Why do you think we don't speak to beneficiaries? because they are basically third parties on the account, even tho they are on the account they dont have the ownership
custodian is like participant
one question, how we can verify if the caller has a power of attourney, can we see that on the system or we have to refer that caller? In holders it will show as POA, if not there should be a note in the system that we got the documents for the POA
on the notes we can check
to check notes is on cc servicing the 3 icons you has to click the second one and it pops up notes
why authentication is important? Protecting systems and data Keeping data confidential compliance Preventing unauthorized access
job aids: auth100 authentication high risk meaning it is good verified if showing fraud suspect bar on red we transfer call to fraud department when we notice red flag (warm transfer) - auth100
in low risk and cx want to do high risk transaction, cx has to complete another step authentication is called Experian
IDENTIFICATION UNKNOWN: Caller did not provide account number, PINs, nothing, we need to search and authenticate.
IDENTIFIED ONLY: Valid ID but no PIN and we need to authenticate.
LOW RISK AUTHENTICATED: Correct ID, 16- digits debit or credit card or PIN, and it's authenticated but if wants to do a high risk transaction experian must be complete.
High Risk Authentication: Experian authentication, and it's authenticated.
once we get a fraud suspected notification, before transferring the customer, Do we let cx know the reason why it is gonna be transferred? you dont need to tell them that you are contacting fraud/ we can tell them we are conacting a specialist
why you need my SSN? for security purposes
on the branch they use one tool and cc servicing for notes, but we just use cc servicing
Can the notes on cc servicing be deleted after they are posted? Yes-but we never delete a note
what about a call back? if we were talking with a customer and the call get disconnect and we call back the customer do we need to reauthenticate the customer? Yes if there is a callback we need to authenticate our customer if we are going to do maintenace in the account.
Work in this 5 questions for the next 10 minutes
Should we provide the authentication guidelines to the customers? no we shouldn't
High risk authenticated is good or bad? good
To authenticate a Santander employee, what information we need to ask? non -CSC bank team member's full name bank sphere Id N# xnumber - check us directory for info employee chreck and if cx is already authenticated.
Which options means the customer is authenticated (high risk, low risk, identified only and identification unknown) ? .high and low
Where do we transfer the call if the status is fraud suspected (red)? fraud (fcc)
cx has 2 personals and last 4 of ssn, date of birth and one transactional i will not tell them if incorrect or not , in case it is incorrect you ask another transaction, with 4 tries we refer to branch with id.
page 31 AUTH100 script if failed about authentication and go to branch.
can you please tell us low risk and high risk transaction examples? step up authentication transaction page 10 - AUTH100
setting cx expectation: when manually autheticating a cx, this is the script should be used to set cx expectations: "the questions i am about to ask you are meant to further protect you and the security of your accoun, they may seem difficult and somewhat detailed as they are meant to validate information only you would know"
personal question: date of birth / last 4 SSN / month and year of account deposit opening / current branch of deposit account (branch/street name, city, and state)
transactional question: deposit (within 3 business days and 10 usd exact amount debit card (same as deposit) credit card (same as above) cd/ira (same as above) ... there is more on course week 1 CSC New Hire Training Curriculum
high risk authentication team (extention 101119)
DD is demand deposit (checking, saving, mmaccount) cd is certificate of deposit
cc servicing - balance inquiry screen (left doen menu) balance inquiry average balance inquiry (monthly/quarterly/biannually/ annual) punctual balance inquiry (range of date) dates balance inquiry (single day)
cc servicing- transaction inquiry (left doen menu) you got: posted transactions memo transactions (pending transaction)
cc servicing- more left down menu) address inquiry product change (to move to one cx account to another product type without closing account) fee management (for requests reversals of fees) overdraft management (to submit requests to activate, modify or cancel overdraft protection on one designated checking account at a time. check stop payment (to submit payment requests on all retail and business checking and mmsavings accounts)
hold limits the availability of funds on an account. deposit check banch/online has holds
cc servicing - account - dd acount - holds - hold maintenance - clcick the status you like to search active or inactive - search -then we can see all holds that match - select transaction - click details -
deposis online after 10pm not money withdrawal at same day
check or group of checks +5k wait for several days
repeatitly overdrawn the previous 6ix month funds are not available inmediately sometimes.
funds deposited after 10pm at atm are not available same day
account balance and transactions are not high risk transaction. if you need a high risk transactio, then move to the experian authentication process.
experian is a system to authenticate. we use it when requests high risk transaction. when red flags are presents.
when L1 on VRU authenticated is red it means cx was authenticated. so next proceed to experian.
for experian: the maintenance you are reqesting on your account request additional authentication. for security verification, we will send you a 1-time passcode via text message, standard text message fees may apply, or ask you verification questions generated from your consumer record with the credit agencies. in order to complete your request, may i access your consumer records?
if answer yes - ask cx to provide their cell phone
no or changed/added in last 30 days leave the phone field blank
when no red flag you can use it the 4 question authentication or any other alternative
red flag - go to the branch with id, assistet them to locate their nearest branch