- False, A stoppayment on aLOCconveniencecheck cannotbe removedYou wouldn’tKeyBank doesnot providepaid-in-fullletters to thirdpartiesQUESTsend TCS freeform to LNRSCH-ID or LNRSCH-OH to have the billmessage coderemoved) 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.00571webRequesting aMortgage TitleRelease orTransferprocedureWhen the client pays offa loan or line of credit, apaid-in-full letter isautomatically generated10 business days afterthe loan or line hasbeen closedYou wouldn’t,KeyBank doesnot providepaid-in-fullletters for CRCQuest, submita ConsumerLoan LienReleaseservice request- Quest:Loandocumentrequest toLNDOCTo 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 faxFALSE,QuestAdvise 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 ServicemailboxTrue- You cannotrefund or adjustLOC feepayments madeMORE than threemonths agoThe 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.send TCSfree form toCSESCALwork queueYou wouldn’t,refer the callerto Bank ofAmerica at800-628-6187Using Quest,complete theSuspiciousCaller Form.False, 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 CallerReportingIf 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 center• annual fees• early terminationfees• interest fees• returned paymentfees• spot payment feesAdvise the clientto mail a requestto the attention ofClient Services ineither the Boise orCleveland LoanCenter- False, A stoppayment on aLOCconveniencecheck cannotbe removedYou wouldn’tKeyBank doesnot providepaid-in-fullletters to thirdpartiesQUESTsend TCS freeform to LNRSCH-ID or LNRSCH-OH to have the billmessage coderemoved) 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.00571webRequesting aMortgage TitleRelease orTransferprocedureWhen the client pays offa loan or line of credit, apaid-in-full letter isautomatically generated10 business days afterthe loan or line hasbeen closedYou wouldn’t,KeyBank doesnot providepaid-in-fullletters for CRCQuest, submita ConsumerLoan LienReleaseservice request- Quest:Loandocumentrequest toLNDOCTo 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 faxFALSE,QuestAdvise 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 ServicemailboxTrue- You cannotrefund or adjustLOC feepayments madeMORE than threemonths agoThe 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.send TCSfree form toCSESCALwork queueYou wouldn’t,refer the callerto Bank ofAmerica at800-628-6187Using Quest,complete theSuspiciousCaller Form.False, 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 CallerReportingIf 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 center• annual fees• early terminationfees• interest fees• returned paymentfees• spot payment feesAdvise the clientto mail a requestto the attention ofClient Services ineither the Boise orCleveland LoanCenter

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. - False, A stop payment on a LOC convenience check cannot be removed
  2. You wouldn’t KeyBank does not provide paid-in-full letters to third parties
  3. QUEST
  4. send TCS free form to LNRSCH-ID or LNRSCH-OH to have the bill message code removed
  5. ) 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.
  6. After reviewing past 12 months for no other fee waivers, complete keyc.00571web
  7. Requesting a Mortgage Title Release or Transfer procedure
  8. 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
  9. You wouldn’t, KeyBank does not provide paid-in-full letters for CRC
  10. Quest, submit a Consumer Loan Lien Release service request
  11. - Quest: Loan document request to LNDOC
  12. 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
  13. FALSE, Quest
  14. 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
  15. True- You cannot refund or adjust LOC fee payments made MORE than three months ago
  16. 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.
  17. send TCS free form to CSESCAL work queue
  18. You wouldn’t, refer the caller to Bank of America at 800-628-6187
  19. Using Quest, complete the Suspicious Caller Form.
  20. False, Letters are not generated when portions of the line (example: FROs) are paid
  21. 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
  22. 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
  23. • annual fees • early termination fees • interest fees • returned payment fees • spot payment fees
  24. Advise the client to mail a request to the attention of Client Services in either the Boise or Cleveland Loan Center