Complaints
What complaint do we capture when client is frustrated with how we get them authenticated
Call- Authentication Process
what is another name for fraud restriction?
09F or Credits only
If you are working a DCMON alert which transactions do you review with the client?
the highlighted and bolded transaction above and below (hamburger method)
whats an important step when requesting a claim reconsideration?
Asking if there's new information regarding the case that would help the outcome
call monitor disclosure
this phone call may be monitored and recorded
What complaint is captured when client states dissatisfaction towards the Monthly maintenance fee because they were not aware that a fee could happen?
Monthly Maintenance Fee MMF
click drop down and select
Did not know fee would be charged
What do we inform client of when placing a fraud restriction?
• What disposition do you choose when the activity if valid?
• Choose Activity Valid - Add DR if all the activity is valid
Besides under the attachments tab where else can we find what's been sent to the client and what we received from them/merchant
in Correspondence
what the over draft fee amount
$10
What complaint is captured when client is not eligible for a temp credit?
Claim - Provisional or Permanent Credit
Click Dropdown select
not eligible for temp/provisional credit
Can we make a funds transfer if fraud restriction was placed by check fraud?
NO!!
Where do you look for 7003 or 7005?
• Look in the Non Mon widget for 7003/7005
Besides bolt how can we locate an existing claim?
Epic
where to add a manual transaction
Example: Missing ATM deposit
Bolt! at the bottom of the transaction list where it says add manual transaction.
what complaint do we capture when client states that cant wait the 4-6 business days?
Card processing timeframe
Is a fraud restriction a requirement when fraud is occurring on client's acct?
NO its not a Requirment
-what should we do if we see that flash indicates card is not restricted but theres a DCMON?
service dcmon alert, select disposition and change step, refresh flash alert and cew
ESCALATING A CLAIM DUE TO HARDSHIP AND WHATS THE CRITERIA?
STEP 1: Confirm the claim meets the hardship criteria, if the claim does not meet the criteria it cannot be escalated
Do we File fraud transaction that happened more than a year ago?
Yes we would we'd have to do a manual transaction.
What complaint do we capture when client complains that they cant go to the bank because its to far
Distance to Next Available Financial Center
Where in Flash can we find out what department placed the Fraud Restriction
Customer Notes section in Flash
what is a very important step we do before unblocking the card?
Use RIG
What's the 60 day rule?
Client must report unauthorized electronic fund transfers (EFTs) or errors within 60 days of the financial institution sending the periodic statement that first shows the error. Failure to report within this timeframe may make the consumer liable for subsequent unauthorized transfers that occur after the 60-day period
How do you handle a call when a client request to remove a fee or request a refund?
• What must be done if the fee is due to a bank error?
You must listen to the client directly or indirectly request a refund.
• Do not proactively request/run a fee refund, always use the Fee Decision Toll under account services and the select the fees requested by the client.
• Communicate the Fee Refund Decision and it displays – If declined, explain the reason for the fee to help the client prevent it in the future.
• Submit a complaint for every Bank Error refund or if the client expresses dissatisfaction about the fee.