C
Service Level Agreement (SLA) is?
60 seconds.
DSD stands for?
Dynamo Service Desk
BIM stands for?
Business Incident Management
Where we can create BIM?
JIRA
Chat conversations will be in ________ only.
English
For unauthorized transactions, cases are transferred to?
Fraud Operations team.
Types of Account Closure?
•Customer Initiated
•Bank Initiated
Types of Care Flag?
Temporary
Permanent
Chat Status: ESCALATED means?
a chat that has been escalated to a People Lead Queue.
For authorized transactions, cases are transferred to?
Banking Operations team.
Always tick ________________________ field in the edit screen otherwise, chat will be moved to Chat On Hold queue after 4 minutes with no customer response.
“DO NOT PUT CHAT ON HOLD”
FCA has identified four key drivers that can lead to customers becoming vulnerable:
Health
Capability
Resilience
Life Events
You received a chat with an Abusive Customer, what you should do?
The specialist should follow the High 5 behaviours and escalate the chat to a People Lead if unable to calm the customer down. There is no profanity checker for both incoming and outgoing messages.
Everyday Banking Specialist can only dispute?
Card transaction disputes under £25 and Posted
IDENTIFYING A COMPLAINT
If the customer is expressing _____________________ we will log a Complaint.
Financial Loss
Material Distress
Material Inconvenience
Check the __________ confluence page for the latest and most updated DSD form.
Incident Raising Form
What are the 4 needed description in raising BIM Ticket?
Card ID
Date, time and amount of attempted transaction (approximately if not available)
Merchant Name
Salesforce Case reference number
REASONS TO RAISE A BIM?
Cashback not received
Cashback not deducted (Clawback)
A ______________ is any expression of dissatisfaction whether justified or not where there is no claim of financial loss, material distress or inconvenience.
Feedback & Exception
Do not forget to Create a _________ when raising a BIM ticket
Feedback and Exception Case
FOS means?
Financial Ombudsman Service
All data should be included in the Details section of the ____________ only, NOT on the case details. This includes all sensitive details regarding customer.
Raise a Care Flag
Determine if the customer will reach the _____________ threshold. If the customer has reached the threshold of two dispute cases within 6 months or three dispute cases within 18 months, then this will activate the multiple claims trigger. If this happens this will be an escalation to ______.
Plus 200
Multiple Claims Trigger / Fraud
Make sure to check: _____________ confluence page prior to filing a DSD to avoid duplicate tickets.
Known Issues and Behaviours
Where can you find both Complaint and Complaint Feedback Templates or Descriptions?
IRIS Templates