Authentication
What are the two heaviest weighted tokens?
Digital ID and OTAC
Where do you update the clients address?
What is the name of the tool we use to track/file compliants?
CQC
Where do you go to submit a credit maintenance request in BLAST?
Forms> credit maintenance
What is the preferred system to launch BLAST?
CEW/Synergy Web
What is the highest authority level you can select in the "authorized to do business as" token?
Borrower
What systems are used to remove a mail hold?
BLAST and TSYS
What is the definition of a compliant?
A complaint is a concern or grievance regarding a bank product, service or employee conduct.
The account has to be closed less than ___ days to submit the reopen request in ICDP
60
What tab can you perform account, cash, credit, and fraud maintenance?
Forms
What is the name of the tool you use when authenticating a bank employee?
AVS
Where do you locate the FDT tool?
CEW/ Synergy Web
What are the three steps to documenting complaints?
whats the customer say?
what did we find out?
what did we do and advise?
what must the client complete before the client request can be fully submitted?
Federal Government Data Collection Form Questionnaire
What must you do at the end of every call in BLAST?
Comment, track reason 1 & 2, and submit
•Reporting card found
•Reporting deceased notification
What is the name of the TSYS screen to see previous credit card(s) the client had?
IXFR
Why do we track complaints?
(1 of the reasons will win the answer)
•Identify bank errors
•Learn about our clients’ expectations and concerns
•Generate data that provides a fresh perspective about our business practices
•Make future interactions easier — listening to and acting on complaints helps create more positive future interactions, which will lead to more satisfied clients.
•Manage regulatory and reputational risk
•Comply with the bank’s and regulators’ expectations regarding complaint handling
increase cash or credit line
reopen a small business card
HLR
remove small business payment hold
What is the name of the field that will reflect if the client is eligible or not eligible for offers?
Retention
If a caller name is on the business signer card but NOT on the "authorized to do business as token" but product can you provide information and perform maintenance?
Deposit (checking/savings) account
Whenever the SC procedure directs you.
how many complaints can you track on one call?
As many as the client advised &/or state
If you are submitting a HLR for a client, what account needs to be in scope in BLAST?
Confirm the account in BLAST is the account receiving the credit line transfer (increase).
What is the name of the link we can use to see the clients account payment history?
APH