C-Agent Process
The Agent needs to click this tab at the top of the screen within the supplementary card that the disputed transaction(s) is posted on.
What is Transactions Tab?
This macro is utilized in Zendesk when the customer has been transferred to the UGS Intake Risk Team calling in about credit card disputes.
What is Disputes:Intake:Credit Card:Credit Card?
This is the very first question to ask by Intake Risk Associate if the customer is claiming a fraudulent activity on his credit card.
What is to determine whether or not the fraud occurred on the plastic or stealth card?
This path of digital wallet activation occurred when additional validation is required and the customer needs to be authenticated by the Issuer to complete the provisioning prrocess?
What is a Yellow Path?
This type of block is used to prevent any transactions for a temporary period of time.
What is Block (Temporarily Inactive)?
The Agent needs to click this button at the bottom of the screen, once all disputed transactions have been selected.
What is Dispute Transactions button?
In cases of unrecognized transaction for ACH disputes, the Risk Team will open a Zendesk ticket utilizing this macro.
What is Intake:DDA:ACH Fraud/Disputes?
Once within the supplementary card that the disputed transaction(s) occurred, the agent will click this tab at the top of the screen to determine the status of the transaction.
What is a Transactions tab?
This is the suggested digital wallet services greeting.
What is, "Thank you for calling the Digital Wallet Services line. My name is ________. To get started, may i have you full name please?"
After selecting the appropriate account or card within C-Agent, blocks are applied by the agent via this tab.
What is Change Card Status tab?
All of the charges selected by the agent are displayed in this screen along with specific charge details (date and time, amount, associated fees, etc.).
What is Card Transactions screen?
This macro is utilized when the agent will send an email confirmation via Zendesk following any call where a customer opens a Reg Z dispute claim.
What is Public reply email:Reg Z letters:Initial Merchant/ATM Dispute?
Associated fees per charge can be viewed from Card Transactions screen by clicking on this button to the right of each disputed transactions.
What is a Breakdown link?
In instances where the customer has not yet made any transactions, the customer can verify their _________ as their secondary verification.
What is a credit limit and/or the Availability to Spend amount?
When a customer reports a lost or stolen card, the agent will generate a new card for the customer. On the Reissue Card tab, the agent must select ________.
What is New Card Number with Existing Card Profile?
These are the different Dispute Types categorized in C-Agent.
What are Unauthorized Transaction, Lost/Stolen, and Others?
If a customer requests a change to their mailing address, the agent will assist the customer by following the instructions in this Zendesk macro.
What is Account Maintenance:Account Info Update-Mailing Address?
These are the tasks of an Intake Team when handling a DDA unrecognized disputes from the cardholder.
What is to fill out a cred.ai WSUD form and to email it to the cardholder?
After customer verification, the agent will open this Zendesk ticket to update the token status, via the Visa Online website.
What is Card Inquiry:Digital Wallet Yellow Path Verification?
If the agent must remove a block from an account or card, they can do so from this tab within C-Agent.
What is Change Card Status?
These are the details that the Agent should leave from the Comment section when filing an ATM disputes.
What are amount requested, amount dispensed, ATM operator/owner, ATM location, and withdrawal date?
Unicorn Card customers calling to update their phone number should be instructed to do self-service via the mobile application utilizing this Zendesk macro.
What is not applicable?
The agent should document any circumstances of the ACH Fraud claim provided by the customer on the Zendesk ticket and submit it as ____________.
What is Submit as Solved?
From the My Services menu on the Home screen of Visa Online, the Agent should select this link when activating a new card on customer's digital wallet.
What is Token Life-Cycle Management/TLCM?
This is a procedural Zendesk macro for a damaged card replacement.
What is Card Inquiry:Card Replacement/Damaged Card?