Complaints
What are the 3 complaint questions that MUST be answered?
What did the client say
What did we find out
What did we do or advise
Client said that they gave the merchant their card information, but called and let you know that this was not a transaction that they made.
Ask for first and last name, name of business, and check signature card.
Where in FLASH can we find if the client responded to or received an alert?
Client Communication
Synergy-BOLT
Dissat Fraud Event- Bank did not prevent fraud/scam
I found that Planet Fitness billed me this month, however I cancelled 2 years ago and have not spoken to anyone since.
Billing Dispute
After getting an AVS code, what do you need to confirm with the Agent BEFORE talking to the client?
Confirm their name/name of business, their manager, did you authenticate them with 2 forms of ID, and CONFIRM THE CLIENT'S FIRST AND LAST NAME with the agent before you speak to the client.
* It is very important to confirm with the agent of who we are speaking to, since they authenticated them.
Where would you find the link to start the process of a DCN?
Account Services
How many times should you say "Thank you so much!"
how many complaints in the following "I had to wait for an hour and now you have to shut down my card, this is ridiculous, now Ill have to go through the hassle of updating all of my bills"
1. Wait time
2. Dissatisfied Fr- Card Replacement
3. Dissatisfied Fr- Update Recurring Merchants
I made a purchase at Home Depot for $100, and then I lost my phone...AND another Home Depot charge showed up for $250 an hour later.
FRAUD
If tells you to send a code to their email, what do you do?
Where do you go to see the recent mobile logins on the client's account?
Mobile Banking Tab > Mobile Logins
If we were in the Titanic, and you had to save Nicole or Sylvester, who would it be?
Nicole
"I'm supposed to receive a message every time I make a transactions and I didn't receive one. What is going on with your system" What complaint is this?
Alerts not Received
Client makes a purchase on Amazon for 33.54. Client gets charged all different amounts from Amazon weeks later, that they never authorized. Would you file this as fraud or a billing dispute?
Fraud.
If someone calls in with an international number, telling you they cannot be authenticated, what do you do?
Encourage them to authenticate themselves via ERICA, and let them know that Bank of America does require a US based phone number for authentication purposes.
Where would you go to steal back an alert from a contractor/vendor?
Quick Search in FLASH
What 2 things are required before submitting a poppad for a claims hardship review?
Claim # & Complaint ID
If someone complains about Card Processing Timeframe, is happy with the digital wallet option, and asked for their card to still be expedited... Would you check YES or NO for resolution.
No. * if the client is not satisfied with the digital only, and still asks for the card to be expedited, then you will select NO.
If the client is happy with a digital, and does not ask for the card to be expedited, then you would select YES.
Client calls in about a PlayStation charge on his account, and realized his son used his card to make purchases, without permission. Is this Fraud or a Billing Dispute?
Fraud.
How would you authenticate a caller with a Relay Interpreter?
You would authenticate as normal.
*if timestamp of last attempted transaction is before the card block removal, just advise the client to try the transaction again*
If a client calls in about a pending/debit hold on their account, and it says CustCall xxxxxx in their alerts and has a note with Legal Order, what would you tell the client?
You would tell the client they need to call this number * government related