ALTAWIZ W3

Customer calling in to check the status of the document that he sent. No notes from back office team yet. Docs showing in correspondence tab.What will you say to the customer?

• We’ve received your documents. They should be reviewed within 7-10 business days of when we received them.

• We’ve received your documents. They should be reviewed within 5 - 7 business days of when we received them.

• Inform the customer it can take 24 - 48 hours to appear in the system.

• Inform the customer it can take 2 hours for documents to appear in the system.

Customer calling to check application status. Upon checking, applicaiton is pending with notes from AFT for a pending Intellicheck verification. What should the agent do next?

• Ask the customer if they received a letter or email from Capital One requesting information needed for their application.

• Refer to the notes in the History tab and inform the customer about the processing TF within 3 weeks of receiving the required additional information.

• Transfer to the Application Fraud Team (AFT)

• Transfer to the Fraud Identity Team (FIT)

Customer calling to check application status. Upon checking, application got declined showing Fraud as the status. Which of the ff statement is NOT true about this status?

• This is an application that was reported to be fraudulently opened.

• Review related notes in the History tab and inform the caller of the status.

• We cannot discuss this to the customer. We can only refer the customer to wait for the declined email 1-2 days or declined letter in 7-10 business days.

• If the caller states that the application is valid, inform them that we cannot update their application, but they may reapply.

When verifying a duplicate deposit.Which of the statement is NOT true?

• Deposit must be made within 48 hours of each other

• Deposit must be made from the same banking account

• Deposit must be the same dollar amount as the intended deposit

• Have the refund requested within 10 calendar days of the duplicated deposit

Customer calling in regarding a check that she sent for the security deposit and you found out that the customer has a previous account or current account which is not Platinum Secured Card.What will you do?

• Submit a SOAR Request for research.

• Transfer customer to Core

• Provide processing tf to the customer

• Transfer customer to CX Solutions

Mr Smith is requesting to withdraw his secured card application.He would like to know when his deposit will be refunded?

• If you have submitted security deposit funds, these funds will be refunded in 14-21 business days via ACH.

• If you have submitted security deposit funds, these funds will be refunded in 14-21 calendar days via ACH.

• If you have submitted security deposit funds, these funds will be refunded in 14-21 business days via check

• If you have submitted security deposit funds, these funds will be refunded in 14-21 calendar days via check

Customer calling to check application status. Upon checking, application is currently pending with documents sent in by the customer who only submitted two months of bank statements instead of three. What should the agent inform the customer?

• Customer needs to submit the incomplete bank statement.

• Customer will need to resubmit all three months of the bank statements.

• Customer needs to submit a pay stubs or earnings statements issued within the last three months.

• Inform the customer that We were unable to validate the documents received and We are unable to update this application. Inform the customer that they are welcome to reapply.

Which of the following statements are true about Applicant Verification in Insight:

• Verify the applicant's first, last name and suffix.

• Verify the applicant's first and last name.

• Verify two pieces of non-public information (ex: APP ID, full or last four digits of SSN or DOB.

• Secondary verification: Should be used in addition to primary if one of the primary verification pieces is missing or the caller is unable to verify.

• Secondary verification consists of Primary phone number with area code or Address.