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#1163893 - 04/15/09 05:13 PM online acct procedures
Trees Offline
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Joined: Apr 2005
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Assume: 4 out of wallet questions. DOB, ADDR, SSN all come out OK but Joe Doe only answers 2 out of wallets right. Continue to open online or call for further "chat"?

Anyone have specific procedures in place for handling failed out of wallets? Do youhave more than 4 questions? Whatcha doing with these???

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eBanking / Technology
#1164021 - 04/15/09 06:22 PM Re: online acct procedures Trees
Andy_Z Offline
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If all four weren't answered I'd want to chat. Especially these basic questions. You don't know that you have the right customer.

I'm conservative when it comes to this.
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#1164105 - 04/15/09 07:43 PM Re: online acct procedures Andy_Z
edAudit Offline
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edAudit
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You are here
chat
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#1164115 - 04/15/09 07:52 PM Re: online acct procedures edAudit
CSB98 Offline
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Joined: Dec 2003
Posts: 1,236
Wisconsin
For online apps, they have to correctly answer 3 of the 4 questions right. If they don't, they get notification that the account will not be opened. We do not contact them to reanswer questions or verify information. It's usually the customer calling us to ask why they failed, with the personal banker then asking them more questions to verify identity.

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#1164647 - 04/16/09 04:32 PM Re: online acct procedures CSB98
Andy_Z Offline
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I like that CSB. They call you and now you can serve them better, personally, cross-selling as appropriate and confident that John really is John.

Although, I'm not sure 3 of 4 is high enough. It depends on the question. When I called one of my banks where I have a joint account, I was asked what my first car was. Well, I answered. They said it was wrong. OK, who answered the question the first time, my wife or I? I answer with what my wife drove when we met. That was her first car. Wrong. So I track her down and ask what her first car was. Well, the first she considered hers was this, but the first in her name was that, and the one I listed was hers, but wasn't what she would ever list. (Ugg)
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AndyZ CRCM
My opinions are not necessarily my employers.
R+R-R=R+R
Rules and Regs minus Relationships equals Resentment and Rebellion. John Maxwell

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#1164668 - 04/16/09 04:41 PM Re: online acct procedures Andy_Z
rlcarey Offline
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Joined: Jul 2001
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Galveston, TX
Sounds like you were engaging in a little "social engineering" to me. smile
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