Warm or Hot
The debit card statuses we cannot make active again.
What is warm/suspect or hot/fraud?
True or False:
Debit cards may not be ordered for customers with a negative balance.
What is true?
This decline status means the card is inactive, hot or warm.
What is Invalid Status?
Agents must speak with the card owner and properly verify the customer prior to completing _____ on a card.
What is any card maintenance?
We strive to have ____ procedural errors.
What is zero?
What is a case number?
This cannot be ordered via paper form.
What is a first time debit card?
This may cause the transaction to pend for approximately 3-5 business days.
What is a preauthorized hold?
Cards closed for this alert may be extended up to 10 days to allow the customer to receive a new card.
What is Mastercard Alert?
Six minutes is.
What is the ideal average handle time (AHT)?
Returned debit cards are held for.
What is 30 days?
When chip fallback occurs, the customer can utilize their debit card within these limits
What is 10 transactions or $300?
This should be at least 90%.
What is average QA score or average survey score?
A MyOps ticket must be submitted to resolve a warm debit card with either of these alerts
What is Potential First Party Fraud or Case Resurfaced?
This should be done when a replacement debit card is ordered with a new number
What is Relating a New Debit Card to the Old Debit Card?
This should be at least 72%.
What is availability?
Customers can sign this at the branch to reactivate a hot card.
What is a Hot Card Release Form?
We can not order an ATM card for this type of account owner.
What is JTA?
Additional verification is required when resetting the PIN for
What is an instant issue debit card?
One criteria to achieve Agent Recognition is.
What is availability at 82%; QA of 98%; 0 misses on procedures; 0 misses on customer verification; 95% survey score?