WE'RE THE PRO'S
Due to Commercial Card client’s internal controls and policies, several companies require that only the Program Administrator may request this.
WHAT IS PRO-3478 RUSHING A COMMERCIAL CREDIT CARD
When suspicious activity is identified, the client may be contacted by an outbound card detection analyst, two-way connect automated call, or SMS text message.
WHAT IS MAN-1038 Status A Maintenance - Reviewing Suspicious Card Activity?
1ST 2 CHALLENGE QUESTIONS ARE:
Business phone number
Credit line amount/limit
WHAT IS PRO-3516 STEP 3 Small Business Card Challenge Questions?
Select the Star to add the current document to your _______ list on the Home Screen
WHATS IS FAVORITES?
claim may only be created in RETS if it is related to an international outbound wire transfer from a consumer (personal) account.
WHAT IS PRO-3420 Creating a RETS International Outbound Wire, Real Time Payment (Zelle), or IVR/Online Banking Funds Transfer Claim.
This document provides teammates with information about the different roles company individuals play in a Commercial Credit Card relationship and how to identify them.
WHAT IS MAN-1268 Determining the Authority of a Caller - Commercial Credit Card?
cannot instruct SunTrust teammates to perform maintenance on accounts even with authorization from the client over the phone or in writing.
WHAT IS PRO-3511 3RD PARTY VERIFICATION?
tab is the main search tab for documents and alerts. On the Documents tab, teammates can narrow document search by using filters.
Documents Tab
Enter RETS notes on the closed claim indicating the following details
WHAT IS PRO-3507 Paperwork Received After Claim Closed (Merchant Dispute Only)
This document provides teammates with a list of common call types along with the suggested actions to take when fielding these calls.
WHAT IS MAN-1047 Account Security and Claims Call Management Matrix?
Send the teammate an IM (preferred) or Outlook email (if the teammate does not have access to IM) with this message:
"Please respond to this message to verify you are calling the Contact Center [or Department Name]."
WHAT IS PRO-3512 In-Bank Caller Authentication: Fraud Team Only
is a one stop shop for things such as navigational tiles, recommended documents and favorites set by the teammate.
WHAT IS HOME PAGE?
“In (5-7 business days - mail or 24 hours - email) you will receive a rebuttal form. Please complete and return the form and include any additional information that can assist in the resolution of your claim. Once we receive the rebuttal form, it can take up to 45 days for a final review to be completed. You will be notified in writing once a final decision has been made.'
WHAT PRO-3437 Denied Claims - Debit Card/ACH/Zelle Inquiry?
The following information may be PROVIDED:Payoff information on an Installment Loan
The following information may be CONFIRMED:Account/Card number (including those at other institutions - these may not be read to the caller.)
WHAT IS MAN-113 Disclosing Account Information?
The system will return the Company Memorandum Inquiry screen.
WHAT IS PRO-3510 Reviewing Authorized Contacts on Commercial Credit Cards YMI STEP 7?
Broadcast
Requires Action
WHAT IS ALERTS TAB?
The Lottery, Work at Home, The Relationship, Exchanging Goods or Services, Car Purchase/Investment, Dealer/ Associate
WHAT IS PRO-3458 CSI - Scams Claims?
Guidelines resources for topics such as Definitions, Things to Remember, General Information, Client to Account Relationship Authority, Business Accounts, Consumer and Business Credit Card.
WHAT IS MAN-204 Authentication: Basic?
-Must be completed prior to removing a Status A, prior to updating an account for travel, or prior to updating a card affected by a real time decline
-Is not required for clients who have been authenticated by a branch teammate.
-Is not required for Commercial Card, Purchasing Card, or when placing an outbound call
WHAT IS PRO-3517 CVV AUTHENTICATION
If a rotating triangle appears next to a step, additional detail is available by selecting it.
WHAT IS CARROT CARROT?