Authorization Holds
Most holds last about 3 business days.
How many days take most of Authorization Holds?
First and Last Name, DDA, Phone, Address verified, last 4 digits of card
what is replacement escalation template?
Pending
what is the status of a transaction that cannot be disputed?
Prepaid>Statements
where do we see the statements of CH?
Product ID > Update> "Pay as you Go"
Account Profile > Update> "Pay as you Go">Change Service date for next day> Submit
What is the process to change a Service Plan
1 your full name
2 the last 4 digits of the card that was used,
3 the amount of the purchase and
4 the date the transaction was done
5 and the Reason why they will not be charging that amount
What we need in order release a hold earlier?
Warm - Kiting
What is the reason code for card replacement?
Restrict the card to Hot or Warm Status
What is the status to place if customer did not authorized?
use this when a CH is calling about a transaction that they approved and is already posted
What is Transaction Inquiry Disposition?
Routing and Account Number
What is the information needed for a Direct Deposit?
30 days
How many days regular merchant has to complete the authorization hold?
Reissue
What is the type of replacement that has the same card number?
Review the last 5 transactions
What to do if customer states that they lost the card or was stolen?
use this when a CH has a question about why they cannot use their card (restricted, hot, closed, warm)
What is Card Status Questions Dispositions?
What is the server we use on Interaction Desktop?
$1 UBEREATS
What is one of the most common authorization Holds?
Wrong Address
What is the most common reason why customers ask for card to be resend?
Posted
What is the state of a transaction that can be disputed?
Use this when a CH is calling about a DD (why it hasn’t posted, to obtain acc & routing #, or DD is missing)
What is Direct Deposit Inquiry/Missing Dispositon?
Interaction Desktop
What software we use to take calls?
Credit Notification - Active - Deleted - Matched - Expired
What are the states of an Authorization Hold
Activation
What is the State of a card that is being sent out?
DR Adjus Other
What is description of Debit Adjustment to CH Account?
Use this if FIS is down and you advised the CH to callback
What is System Unavailable Disposition?
To remove funds from account family members need to send information to Bancorp Analyst Group Email psganalyst@thebancorp.com such as Address, Phone number Copy of death certificate etc
What needs to be done if CH is deceased or incapacitated?