ZELLE
HOW LONG CAN WE WHITELIST A CUSTOMER FOR?
24 Hours only
What does AHT stand for?
Average Handling Time
What is the name of the pig in "Charlotte's Web"?
Wilbur
What is the name of the procedure to follow for application calls?
BFU Deposits Inbound Application Review Procedure
What is the policy name for handling a complaint or feedback situation?
CB Consumer Feedback/Complaint Handling and Tracking Procedure
IN ORDER TO REMOVE A BLOCK PLACED BY DISCOVER, WHAT MUST YOU DO?
Removal of Discover blocks are only to be done when an overturn of a fraud decision has been made- MUST GET TL APPROVAL.
As a team, where are we currently for AHT?
403.09
Which of the 6 main characters on the TV show "Friends" never got married?
Joey
What 4 pieces of information must you verify after locating the application?
Name, DOB, last 4 of SSN, and MMN
What is this exmple of? AH- Finally! I have been trying to get this resolved all day but your systems were down. Thank you for fixing this. It would be helpful if I had other options besides calling in for this.
Feedback
When notating results in IBM, what do you EXCLUDE in the notes?
Sensitive information- investigation tools, acct numbers, personal information, and Discover jargon.
In order to be at a meets for AHT, what is the required weight percentile expectation?
15% or above
What animal's nickname is "The sea cow"?
The manatee
When working a FRAUD LOW/HIGH fall out, what are the 3 options for 2nd level? (must be attempted in a specific order)
XID (through Orion or Atlas),
OTP,
Notary
What is this an example of: AH- I am calling Discover Bank bc like always, I am locked out of my acct. I feel like I always have to call you guys to get this fixed. Once again. You are preventing me to use my own acct that my own money is in.
Complaint
What is the correct procedure name to find the pre made FIS email templates?
BFU Deposits Zelle Email Templates Procedure
What 3 factors make up your AHT?
Talk time, Wrap time, and Hold Time
Which number does every Major League Baseball player wear on April 15th?
#42 – To honor the Great Jackie Robinson
When handling a FRAUD MEDIUM fall out, what is the correct talk off?
We were unable to verify your name, address, DOB and/or SSN on your application. You may either re-apply with the correct information or download and submit a SSA-89 form to us. If you re-apply, please validate the accuracy of the identifying information that you enter since minor typing errors for information (e.g., transposing numbers) can impact our ability to verify your information.”
What is this example? AH- I am so frustrated right now. Why are you asking me to send in a notary form to verify my identity? I really don't feel like Discover is being fair about this. My father did not have to do this when he applied.
UDAAP
Other than a block or whitelisting, why else would you send an email to FIS? (Must get all answers for points)
Anytime you close an acct for FA, ATO, or FPF
List 5 best practices for lowering AHT. (Must have all for points)
Answers will vary
Where is the world's largest Starbucks located?
Chicago. It is 5 stories and high 35000 square feet.
After locating application, you see it say REFERAL REASON CODE DO6994 .What do you need to do?
DO6994 – Search Atlas for other related accts on negative list (FPF). If found, decline application./ Any other scenario- Review Almanac to identify reason for application failure. (Steps 4-6 in procedure)
What is this an example of? AH- Why do I have to send in a picture of my ID? You shouldn't make me have to do this just because I am older and don't know how to use text messaging. I don't need to have a bank that won't accommodate for the older generation.
Discrimination