customer service
To improve your tone on your calls you are expected to answer all calls with a?
SMILE
true or false:
We provide the hours of operation for core debit clients before transferring
false
Card care clients are the ___________ of our business.
VVIP clients
true are false:
I use my Fiserv email and password to log into client facts tools
false
B.I.N is the?
1st six digits of the card.
This question type is open-ended and is designed to encourage deeper thinking and elicit more detailed responses, helping to uncover insights and understanding. What is the question type?
PROBING
What is considered a live date based on Cft
Live Date
Which disclosure is provided before sending an OPT
Fee Disclosure.
to use the first 6 digit of the card to locate the fi in client facts you must ensure the ____________ option is selected
BIN
The two offices we assist with are:
Card care front office
Core debit front office
We use the disclosure this call is ____________ and _______________ when
Recorded and monitored
1. a 3rd party joins the call
2. Indications you're on speaker
FI
Bin
CFT
are all
INTERNAL Jargons
All cards have a total of ________ digits
16
Name two high risk services found in client facts tool
Limit Adjustments
Declined Transaction Overrides
3D Secure
Travel Settings
Reset PIN Attempts means to
Reset the number of times a cardholder can attempt to use their card.
what is found under the Client Information column in client facts tools
Hours of Operation
Phone Numbers
Client Servicing Information contains information such as
Authentication Type
Logo
Subscriber ID
PeopleSoft Name
Under the digital wallet section of client facts what can be used to verify if we assist this specific cardholder
Name the 3 options listed under the heading
New Card Order in CFT
standard
Instant issue
FI fulfilment
If a service in client facts says yes but has the crescent moon next to it this means
The service can only be offered by us after the FI closes
Under which heading in CFT can the CODE LOOK UP AND DATE CALCULATOR BE FOUND
other tools
402200 is an example of a t_____________ which tells you how ___________
Transaction Type
How the transaction was processed.
MCC means _______ _____ ____
and has _____ digits
Merchant category code
4
A preauthorization on a customer card can be defined as
A hold put on a large amount that is later reverted to the account after the charge amount is taken out.
Response Codes can be found on the _____ ____ ____
and is used to tell
transaction details page
the reason a transaction was declined.