ALTAWIZ

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

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

• B. We’ve received your documents and kindly wait for a letter communications in the mail for the decision.

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

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

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

• A. Transfer to the Application Fraud Team (AFT)

• B. Advise application still pending and a letter will be sent in the mail within 7-10 days..

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

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

3. How many days are provided to the customers to make their security deposit?

• A. 30 calendar days days from application approval date.

• B. 35 business days from the application approval date.

• C. 35 calendar days from the application approval date.

• D. 25 business days from the application approval date.

4.Customer is calling to check application status. Upon checking, application is currently pending with Income verification , docs submitted and received only two months of bank statements instead of three. What should the agent inform the customer?

• A. 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.

• B. Advise the customer to provide a copy of his/her last year tax statement.

• C. Advise wrong documents received and refer to the letter under Acceptable Proof of income .

• D. We will need to resubmit the last three consecutive months of the bank statements.

5. Which of the following statement is NOT an acceptable proof of SSN:

• A. Clear copy of Social Security Card

• B. W2 statement from the most recent tax year

• C. Tax return from the most recent tax year, including completed Paid Preparer section

• D. Pay stub issued 5 months ago

6. Fill in the blanks: The allowable number of open consumer credit card accounts is currently at a maximum of _ ; however, some products may have more strict allowance guidelines. Allowance can vary from product to product.

7. Customer is asking if he can apply for a joint account with his spouse. Which of the following is the appropriate answer?

• A. Yes, but you have to do it online

• B. No, we do not offer the option to apply with co-applicants at this time. You may add an authorized user after your account is opened.

• C. Yes, you have the option to apply with co-applicants or you may add an authorized user after your account is opened. Whichever works for you.

• D. No, unless you receive a special offer from CapitalOne.

8. The application is in progress and customer is requesting for the Small Business KYC Letter to be resent. What should you do?

• A. Send an Email to [e-mail]

• B. I apologize but the letter cannot be resent.

• C. Click Resend (Follow-up) in correspondence tab

• D. Ask GURU to submit a request on your behalf

9. Customer got approved for a secured card last 10/05/2022 and have deposit due date of 11/09/2022. He called in today 11/25/2022 to submit the required security deposit. What is the best response to the customer if the customer wants to make a deposit for the first time?

• A.I cannot complete your request at this moment because your application is still being processed.

• B.I will have to submit a request to process your deposit. Most cases are reviewed within 24 to 48 business hours however could take up to 7 business days to process (maybe longer).

• C. Your deposit funding timeframe has expired. But you can still try to submit your deposit online.

• D. Since your application was processed more than 35 days ago and your account has not been completely funded, your application has expired automatically .

10. Which is NOT an example of a Primary Verification?

• A. Date of Birth

• B. Phone number

• C. Application ID

• D. SSN