ATM/Debit Card
Can a card be issued without the account being funded?
No. Account must be funded with the minimum deposit amount for the account they opened before a ATM/Debit Card will be issued
List at least 2 requests that require Phone Finder ONLY
-Removing card control setting added by client
-Debit card spending limit increase
-Providing User ID (after client has attempted to self service)
-Zelle limit change request
When someone new comes onto the call that we weren't talking to before, what required scripting must we tell them prior to speaking with them/authenticating?
"Before we proceed, I want to let you know this call is being monitored and recorded for quality purposes…"
What is our team name?
Tuesday's Ruby's
How do you authenticate this client? What if client is unable to provide information?
Search the client by 1
of the following combinations:
-Full account/card number AND
last 4 of SSN/Tax ID
-Full SSN/Tax ID AND
last 4 digits of account/card number
-OLB User ID AND last 4
digits of SSN/Tax ID
-OLB User ID AND last 4
digits of account/card number
Select "Verified" if info matches what is on file
-Select "Not Verified" and ask 2 challenge questions
How can a client activate their Debit Card? Their ATM Card?
-Truist OLB or Mobile App
-Calling Truist IVR at 844-4TRUIST and following prompts
-By performing PIN transaction at a TRUIST ATM or merchant terminal
-Visiting branch
-We can activate it as long as client can provide FULL debit card number
If the Phone Finder result is No Identity or No Document Found how would you proceed?
If the result is No Identity or No Documents Found, whether the Phone Risk Indicator is Pass or Fail:
This is the only instance when “No Identity or No Documents Found” is returned that it is acceptable to revert to InstantID Q&A after a Phone Finder attempt.
What is the scripting you must say when updating or adding a phone number?
"Mr./Mrs. Client, may we contact you at this number using an automated dialing system? Truist will use auto dialers to make fraud alert calls, collection calls, as well as general servicing calls."
What steps do we have to follow if client doesn't remember their User ID?
-Client must attempt to self-service with teammate first
-Will need to use PhoneFinder
*Can only send OTP code to a phone number on file*
How do you authenticate this client? (see image) What if unable to provide information?
-Ask for their name and select "Verified"
-Select "Not Verified" and ask 2 challenge questions
What does the client need to meet to be eligible for a spending limit increase?
If Phone Finder result is FAIL but it shows the clients name, how would you proceed?
Advise the client you are unable to provide the information requested or complete the request. Do not perform InstantID Q&A authentication.
What is required for us to do when transferring a client to another department?
Provide client with the phone number of the department we are transferring them to (if applicable)
Read: "I do want to make you aware that these calls are answered in the order in which they are received. Also, for security purposes you will be asked additional verification/authentication questions when your call is answered."
A client had a unauthorized charge pending against the account and caused OD fees, the pending charge fell off/never posted. How would you proceed?
Submit a Fee Only Form found in MAN 1369
Other than authenticating the client, what also needs to be verified on the account to pass authentication?
-CIF comments from last 12 months
-Ownership Tab
What are the delivery times for Standard shipping? For Priority shipping?
Priority shipping only moves them to the front of the line when it comes to making the card, shipping will still be the same time frame though.
What client information need to be able to run PhoneFinder?
When a call disconnects in the middle of assisting the client we MUST call the client back. What required scripting must we say when we call them back?
"Hello this is _____ from Truist, am I speaking with ______? Hello _________, we were disconnected while trying to ________; I just wanted to reach back out to you so we could finish resolving this for you. Before we proceed, I want to let you know this call is being monitored and recorded for quality purposes…"
What is the new courtesy fee refund process?
Clients must initiate the request for courtesy refund and teammates should not proactively offer it to a client
List 5 challenge questions we can ask a client who does not have/use OLB
-Drivers License
-Additional open accounts
-Last 4 digits of different account number they have with Truist
-Alternate mailing address listed
-Name of joint owners
-Debit card number
My card expires December 2021, when should I expect my new card?
We send the information to our Card Vendor on the 20th of the month before the card expires to remake
Our Card Vendor has until the 8th of the month in which the card expires to produce and mail out the new card
We expect it to arrive no later than the last week of December since the expiring card is good until the END of December
What do you need to be able to run Instant ID Q&A?
Search by preferred option: SSN, Last Name, First Name
Additional option: Last Name, First Name, Street, City, State, Zip
List 5 maintenance requests that have a required scripting?
Debit Card Memo
Stop Payment
OD Refund Model
Centralized Fraud Claims
Address Change
Phone Number Add/Update
Transferring Money
I think I fell for a scam... I gave someone my login information and now I have all these pending Zelle's that I didn't do. How do I get my money back? What do I do now?
-If the transaction is pending in Client Central but not in ZCCUI, advise the client that a claim cannot be submitted until the transaction(s) is posted and to please call us back.
-Their account number is compromised and they will need to transition to a new account once the transaction posts.
-Their online banking credentials must be changed. Teammates should assist the client with User ID and Password reset. Clients may also do this themselves through their online banking or mobile app.
-Delete the token if it does not belong to the client, was not enrolled by the client, or the client wants to unenroll it.
-Notate any maintenance completed for the client in CIF.
What is the message we use to authenticate in bank callers when sending them a skype or email?
“Please respond to this message to verify you are calling the Contact Center [or Department Name].”