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