SRM Bingo - Call List

(Print) Use this randomly generated list as your call list when playing the game. There is no need to say the BINGO column name. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.

1. What is the dispute category when a customer initially authorized a transaction, but it was processed incorrectly?
   Merchant
2. What is the term for an individual whose public position and influence could lead to increased financial risk?
   Politically Exposed Person (PEP)
3. What step in the Conversation Model do you verify the customer's information (ID, contact info, SF, Verafin)?
   Know Your Customer
4. T/F: Supporting documentation is needed when a customer updates their address.
   False
5. What system is used to capture customer signatures?
   eSign
6. How long is the grace period for a CD?
   10 calendar days
7. What information must be up to date for a customer to sign documents remotely via eSign?
   Email address and mobile phone number
8. What system is used to complete/view a customer's CDD?
   Verafin
9. Which form is used to increase a customer's Zelle, Billpay, or mobile check deposit limits?
   Consumer Limit Change Request Form
10. Which workflow is used to set up Overdraft Protection?
    Add Transfer Instruction - Deficit
11. In Verafin, what section must be completed every time a CDD is updated?
    Notes
12. What is the length of time for a written stop pay for an ACH?
    Indefinite
13. T/F: To use eSign, a customer does not need an Email Authorization Form on file.
    True
14. What is the dispute category when a customer did not authorize a transaction at all?
    Unauthorized
15. What is the term for digital movements of money between bank accounts (ACHs, Zelle, Billpay)?
    Electronic (non-wire) Transactions
16. What information must be provided to set up scheduled transfers to an external account?
    Bank name, account/routing numbers, and account type
17. Which workflow is used to update a customer's Reg E election?
    Change Deposit Account Detail
18. Which workflow is used to perform maintenance on a debit/ATM card?
    Change Card Detail
19. Issue Replacement Card
    When ordering a debit/ATM card, which option generates the same card number and different issue date?
20. What is the procedure to remove a status from a customer's account that has been inactive for 12 months or more?
    Dormant Accounts
21. Which workflow is used to set up reoccurring transfers from one account to another?
    Add Transfer Instruction - Scheduled
22. Which form is used to request a limit increase on a debit/ATM card?
    ATM/Debit Card Limit Increase Request Form
23. Which workflow is used to update a customer's ID information, including issue/expiration dates?
    Change Customer Detail
24. When ordering a debit/ATM card, which option generates a new card number and issue date?
    Issue New Card
25. Which workflow is used to update a customer's contact information?
    Change Name & Address
26. Which form authorizes bank representatives to email documents and information to customers via email?
    Email Authorization Form
27. What must be provided when a customer is changing their name?
    Updated ID, marriage certificate, divorce decree, court document
28. Which form is used to set up automatic loan payments for Peoples Bank mortgages, HELOCs, and commercial loans?
    ACH Recurring Payment Authorization Form
29. What is the term for when an officer decides not to assess a fee for a service?
    Waiver
30. What types of payments can be stopped on an account?
    ACH Payments and Checks
31. Which workflow contains blank copies of all forms generated through SRM workflows?
    Print Misc. Forms Workflow
32. What is the term for when a fee posts to a customer's account, and we credit it back to them?
    Refund
33. What step in the Conversation Model do you review the customer's needs before proceeding?
    Summarize & Confirm
34. What is the length of time for a written stop pay for a check?
    6 months
35. What is the length of time for a verbal stop pay?
    14 days
36. What is the form to be completed when a customer has unauthorized charges on their debit card?
    Debit Dispute Form
37. What must be provided to the customer every time their CD is renewed?
    Terms and Conditions
38. Which workflow is used to switch a customer between like account types?
    Change Product - Transaction Account
39. What step in the Conversation Model do you build credibility and provide the customer with next steps?
    Setting Expectations