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