QUESTTo complete the request, s/hemust fax the title search to theBoise Loan Center (dependingon the queue selected for theQuest request, If the clientwants a faxed copy of thedocument, s/he should providea return fax number, adviseKey will faxUsing Quest,complete theSuspiciousCaller Form.send TCSfree form toCSESCALwork queueThe LOC is tied to theDDA as overdraftprotection. Place the stoppayment on both the DDAand the LOC. And Do notcharge a Stop PaymentFee on both accounts.Charge the fee only onthe DDA account.You wouldn’t,KeyBank doesnot providepaid-in-fullletters for CRCQuest, submita ConsumerLoan LienReleaseservice request- False, A stoppayment on aLOCconveniencecheck cannotbe removedRequesting aMortgage TitleRelease orTransferprocedureAdvise the clientto mail a requestto the attention ofClient Services ineither the Boise orCleveland LoanCenterAdvise the client theaccount can no longer beused. Also explain that ablock will be placed onthe account because s/hedoes not own theproperty securing theaccount. Send an emailto the CLC Servicemailboxsend TCS freeform to LNRSCH-ID or LNRSCH-OH to have the billmessage coderemovedTrue- You cannotrefund or adjustLOC feepayments madeMORE than threemonths ago- Quest:Loandocumentrequest toLNDOC• annual fees• early terminationfees• interest fees• returned paymentfees• spot payment feesYou wouldn’t,refer the callerto Bank ofAmerica at800-628-6187FALSE,QuestIf the client is located in afootprint state, ask theclient to visit a branchand provide properidentification to requestthe address change, if notthe client will need towrite in the addresschange address to theLoan centerFalse, Letters arenot generatedwhen portions ofthe line (example:FROs) are paidIf a loan or line is secured byproperty and the account hasa New York address, you mustnot process any addresschange that originates fromany state outside New York. Ifyou receive such a request,follow the Suspicious CallerReportingWhen the client pays offa loan or line of credit, apaid-in-full letter isautomatically generated10 business days afterthe loan or line hasbeen closed) If a change iswarranted on theaccount, advise theclient of the following:S/he will need to visithis/her local branch tocomplete an addendumto the line of creditagreement.After reviewingpast 12 monthsfor no other feewaivers,completekeyc.00571webYou wouldn’tKeyBank doesnot providepaid-in-fullletters to thirdpartiesQUESTTo complete the request, s/hemust fax the title search to theBoise Loan Center (dependingon the queue selected for theQuest request, If the clientwants a faxed copy of thedocument, s/he should providea return fax number, adviseKey will faxUsing Quest,complete theSuspiciousCaller Form.send TCSfree form toCSESCALwork queueThe LOC is tied to theDDA as overdraftprotection. Place the stoppayment on both the DDAand the LOC. And Do notcharge a Stop PaymentFee on both accounts.Charge the fee only onthe DDA account.You wouldn’t,KeyBank doesnot providepaid-in-fullletters for CRCQuest, submita ConsumerLoan LienReleaseservice request- False, A stoppayment on aLOCconveniencecheck cannotbe removedRequesting aMortgage TitleRelease orTransferprocedureAdvise the clientto mail a requestto the attention ofClient Services ineither the Boise orCleveland LoanCenterAdvise the client theaccount can no longer beused. Also explain that ablock will be placed onthe account because s/hedoes not own theproperty securing theaccount. Send an emailto the CLC Servicemailboxsend TCS freeform to LNRSCH-ID or LNRSCH-OH to have the billmessage coderemovedTrue- You cannotrefund or adjustLOC feepayments madeMORE than threemonths ago- Quest:Loandocumentrequest toLNDOC• annual fees• early terminationfees• interest fees• returned paymentfees• spot payment feesYou wouldn’t,refer the callerto Bank ofAmerica at800-628-6187FALSE,QuestIf the client is located in afootprint state, ask theclient to visit a branchand provide properidentification to requestthe address change, if notthe client will need towrite in the addresschange address to theLoan centerFalse, Letters arenot generatedwhen portions ofthe line (example:FROs) are paidIf a loan or line is secured byproperty and the account hasa New York address, you mustnot process any addresschange that originates fromany state outside New York. Ifyou receive such a request,follow the Suspicious CallerReportingWhen the client pays offa loan or line of credit, apaid-in-full letter isautomatically generated10 business days afterthe loan or line hasbeen closed) If a change iswarranted on theaccount, advise theclient of the following:S/he will need to visithis/her local branch tocomplete an addendumto the line of creditagreement.After reviewingpast 12 monthsfor no other feewaivers,completekeyc.00571webYou wouldn’tKeyBank doesnot providepaid-in-fullletters to thirdparties

LOC procedures - 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.


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  1. QUEST
  2. To complete the request, s/he must fax the title search to the Boise Loan Center (depending on the queue selected for the Quest request, If the client wants a faxed copy of the document, s/he should provide a return fax number, advise Key will fax
  3. Using Quest, complete the Suspicious Caller Form.
  4. send TCS free form to CSESCAL work queue
  5. The LOC is tied to the DDA as overdraft protection. Place the stop payment on both the DDA and the LOC. And Do not charge a Stop Payment Fee on both accounts. Charge the fee only on the DDA account.
  6. You wouldn’t, KeyBank does not provide paid-in-full letters for CRC
  7. Quest, submit a Consumer Loan Lien Release service request
  8. - False, A stop payment on a LOC convenience check cannot be removed
  9. Requesting a Mortgage Title Release or Transfer procedure
  10. Advise the client to mail a request to the attention of Client Services in either the Boise or Cleveland Loan Center
  11. Advise the client the account can no longer be used. Also explain that a block will be placed on the account because s/he does not own the property securing the account. Send an email to the CLC Service mailbox
  12. send TCS free form to LNRSCH-ID or LNRSCH-OH to have the bill message code removed
  13. True- You cannot refund or adjust LOC fee payments made MORE than three months ago
  14. - Quest: Loan document request to LNDOC
  15. • annual fees • early termination fees • interest fees • returned payment fees • spot payment fees
  16. You wouldn’t, refer the caller to Bank of America at 800-628-6187
  17. FALSE, Quest
  18. If the client is located in a footprint state, ask the client to visit a branch and provide proper identification to request the address change, if not the client will need to write in the address change address to the Loan center
  19. False, Letters are not generated when portions of the line (example: FROs) are paid
  20. If a loan or line is secured by property and the account has a New York address, you must not process any address change that originates from any state outside New York. If you receive such a request, follow the Suspicious Caller Reporting
  21. When the client pays off a loan or line of credit, a paid-in-full letter is automatically generated 10 business days after the loan or line has been closed
  22. ) If a change is warranted on the account, advise the client of the following: S/he will need to visit his/her local branch to complete an addendum to the line of credit agreement.
  23. After reviewing past 12 months for no other fee waivers, complete keyc.00571web
  24. You wouldn’t KeyBank does not provide paid-in-full letters to third parties