EMT
True or False: Loss prevention deals with interrupted EMTs?
What is False?
Refer any interrupted EMT inquiries to Easyline
Which TSYS screens would you use to determine the lifecycle of a transaction?
What is:
ICAU -> IACT -> IAPS
Apart from Spring, what other seasons do we have in Canada?
What is Summer, Autumn/Fall and Winter?
A cx sends an EMT to a certain email address but it is picked up by another email address. This is an example of an "__________" EMT
What is intercepted?
What TSYS screen(s) can used to track cx payment history/past-due history?
*Bonus: Name minimum 2 for extra points!
What is:
-Most useful: IPDH?
*Other screens include: IAGI, IAPS
What is Luxshiney's favourite season?
What is Winter?
*Just kidding it's Spring!
True or False: A01 MCOMS may interfere with EMT Limit Changes
What is True?
Apart from mobile deposit eligibility, we may frequently get calls from Easyline/Digital requesting to review/update A01 MCOMS for EMT updates.
**Review red flags, PRM, Certapay, account details
Agent is calling because branch address is showing on pega for card delivery. What screen is used to update info?
What is MCNA & MAAI?
**Check MAAI to see which address is associated with card delivery. Update the info on MCNA after. If agent cannot send card request on pega thereafter please assist on RCRD.
April Showers, Bring May "________"
What are flowers?
A cx is calling because they accidentally sent an EMT to the wrong email address that has autodeposit enabled. What are the next steps?
What is:
1)Apply HEAT
2)Advice cx that an autodeposit cannot be retracted
3)Advice cx to email the recipient to send back funds
4)Advice cx to file police report as a last resort
**Sadly, we have no systems/procedures set in place to assist cx in these situations. This call does not evaluate whether or not you have helped the cx, but rather evaluates your communication skills & your ability to apply HEAT.
Agent calls because they did a CLI after doing an L&S and the CLI is stuck on the old card.
We are thinking about sending an email to exceptions. Can we proceed with sending to exceptions & what screen(s) did we use?
What is no?
-We do not have to send the credit to be applied to the right account to exceptions. Take action yourself! Verify the CLI has taken place on the old card in IAED & ensure the agent completed the procedure correctly. Complete the CLI on the right card on MMCL. Make sure you are noting pega of the incident!
What animal do we observe to determine an early spring?
What is a groundhog?
Very briefly, what steps are required when a customer calls in advising they have received an EMT they do not recognize and do not know the sender.
(Hint: There are 3 steps)
What is:
-go to CPA MENUC and place a partial hold for the EMT received in error
-Place a PRM note with details of – " EMT [Ref number] received in error, hold placed, ok to remove when EMT re-debited out"
-Send a secured email to CertaPay and cc CARDFRAUD, TD with the following information to emtalert@interac.org; td.cardfraud@td.com (cx name, certapay id, reference #, cx email & note: cx does not recognize sender, pull back amount)
**refer to shared drive "lp procedures" for more info
Cx is calling because they accepted their CLI pre-approval & still dont see it applied on their account. Cx has the following MCOM: "G01 GENERAL COMMENT
RCIVED REQ FOR TSYS LTR FOR CLI CRD201
LTR ALRDY SENT/REF#22032142618/DE7305"
What TSYS screen did we use to verify this information?
*Bonus: Can we send an email to exceptions for CLI adjustment? Why or why not?
What is RCAC?
By finding the correspondence ID "CRD201" in RCAC, we can determine that the letter sent is in regards to: CLIP DECLINE LTR
*We cannot send an email to exceptions as we have now declined the CLI offer. Cx may refer to equifax for credit report and thereafter request a full application
What was/is to be the first day of Spring in 2022?
Why is it still snowing outside...