High Risk Alerts

What is a High Risk Alert?

• Any customer who wants to report fraud

• A high loyal customer with more than one product in the company

• Any behavior that could end up on a sue

• Any process completed in Titan and Monarch

What is a third party disclosure?

• Sharing account information with a person not authorized

• Keeping account information confidential

• Disclosure that must be read verbatim to third parties

• Sharing personal information with a second party without consent

Agents can use Monarch when a Borrower or Co-borrower call

• TRUE

• FALSE

If Agent received a call with an account verified and the caller is a third party, Agent must verify two data points of Borrower or Co-borrower to continue.

• TRUE

• FALSE

If borrower or co-borrower calls to perform an update. What data points can we update

• DOB / SSN /email

• Physical address / email / phone number

• Phone number / physical address / DOB

• Physical address / email / SSN

If an agent receive a call with an account unverified and with a Mini Miranda notification, agents have to;

• Read the Mini Miranda Disclosure verbatim to the RPC

• Provide the Mini Miranda notification and request the customer to verify their account.
• Ignore the call and move on to the next one
• Ask the customer for their personal information without providing the Mini Miranda notification

If an agent mispronounce a word during the NACHA disclosure to the customer. Agent must

• Does not matter if you mispronounce a word

• Skip it and submit the payment

• Just ignore it and continue reading

• Start NACHA again

In which states Mini Miranda is mandatory (Take some time to check your notes)

• It is mandatory in all states

• Oregon, North Carolina, New York, Maryland, Alabama

• Oregon, North Carolina, New York, Maryland, Connecticut

• Nevada, North Carolina, Texas, Maryland, Connecticut

• Kansas, North Carolina, Wyoming, Maryland, Washington

Do we need to check MFA if a loyal customer called?

• TRUE

• FALSE