Password Issues
Customer forgot password , what can we do ?
Walk through reset password steps online or temp password option
Can’t get signed in at all no matter what I try screen is blank
Check digital defect board to see if reported , some have updated notes to confirm if customer has most recent browser, can have them try from an alternate browser or CCC ?
what can you send a customer to help them quickly get to enrollment section online.
Email customer option in IRIS.
What ways can you view your account online ?
website or mobile app
How can a customer get statement faster than in the mail ?
Online enrollment /View statement
or paperless setting online
If customer gets hit a snag error or try again message after they enter temp password what question should you ask ? (Can have multiple answers)
Are you entering the password on full site or mobile app ? The temp password will not work on app, instruct the cardholder to go to browser and enter at capitalone.com.
or ensure they have proper password you provided it’s case sensitive, another option is make sure caps lock is not on.
You can also attempt to have them clear browser , if applicable .
do we have a task that walks through how to CCC for common browsers .
Yes browser issues task
What can cause a customer to not be found when enrolling online ?
Missing information or mismatch information
If we assist a customer with unlocking their card in Empath , do we need to help reset password/temp password option ?
No, we do not have to force a customer to reset password or provide temp password only if applicable . They can try to sign back in first and if they are unsuccesful then we provide these options .
If a customers loses their card but wants time to find it , what option can you provide them available online ?
Lock card feature
Can we help the account manager get signed in under the primary’s online banking .
No , we can only assist the account manager on their own online account .
Surprise question ? What is celebrated this month , which has to do with security and digital aspects .., hint this is not a customer servicing question .
month of Oct -Cyber awareness month
Can customers sign into more than one username through the app ?
Yes they just click switch profile
Does the primary need to include both DOB and SSN for account manager ?
Yes , one task reads no and this is incorrect it will not let the customer go forward unless they include both pieces of information .
Customer wants to get alerted for every purchase what is this alert called and where is it set up ?
Mobile app
hit profile
alerts and notifications
select account
Instant purchase notifications
what is the minimum and maximum amount of characters you can have for a password ?
8-32
If a customer is having an issue downloading transactions or difficulty through a third party software could their browser play a factor.
Yes that is correct. Always check task and daily news updates as well as digital defect board for other possible issues. Currently no present spending limit accounts are having issues downloading .
If a customers profile info shows in Empath will it allow you to walk through temp password features if they are not enrolled with credit card yet but had other Cap1 products /CreditWise
Yes empath most times will let you complete function and then you can walk the customer through linking it online
What option for ”cash back rewards “ ,can an account manager do on the app via their online profile ?
All options . Get account credit, use rewards PayPal, Amazon, get gift cards , cover your purchases .
Is Capitalone the only that has both lock/unlock card option and instant purchase notifications.
No , but we are the best!
ex) WellsFargo same options
Freebie 😀 Can a customer use an old password once they have to update a password ?
No , we can not reuse passwords. It’s a security risk
Can a customer bypass entering SSN information online in order to reset password
No they can not bypass this , but we can offer to just then provide temp password over the phone . Most times in Empath it prompts step up .
Can you link accounts online more than one way ?
Yes by set up online access option or on site signed in clicking on link accounts .
What option can you use to view your account balance without signing in online or app ?
Eno - You are able to text Eno give me my balance for your mobile device
Can a capitalone bank customer set up instant purchase notifications on their debit card .
Yes they can