Most Popular Operations Content
Closing a gullible customer's account
07/07/2024
Suppose that you have a customer that is 100% the victim of a scam. The transactions clearly show P2P withdrawals going to random people, the customer is purchasing gift cards at dollar stores and grocery stores and admits to sending this money to "a friend." The activity gets worse and worse every time you look at it, but the transactions are all authorized debit card purchases. Therefore, it is the customer's own money being spent, and the customer refuses to believe they are speaking with a scammer. Is this reason enough to close an account for suspicious activity? Is it a waste of resources for the account to be monitored?
Trust account exception
07/07/2024
What is an example of a trust exception?
Handling a charged-back cash advance
06/30/2024
If we do a cash advance for a customer on a card that was issued by another financial institution and deposit the cash into the customer's account at our institution, are we allowed to pull the funds back out of the account if a dispute is filed that results in a chargeback on the cash advance transaction?
Counting days for funds availability
06/30/2024
We need some clarification on holds. if a customer makes a check deposit in a branch on the 14th, would the 15th be the next business day (2nd) or would it be the first business day- implying that the day of dep (14th) does not count. Also, if the date of availability is the 17th, do the funds need to be hard posted on the 17th, or can they be memo posted to the customer's account?
Trust document management and customer service
06/30/2024
How does trust document management impact customer service?