Compromise
What is the first process completed when a CX reports a card lost or stolen?
Temporary block (XS)
What is the minimum limit for a NAB Rewards Platinum credit card?
$6000.00
When can we complete an early issue for a customer? (not referring to scenario)
Current expiry for card needs to be more than 60 days away
What are the codes we use for both temporary block and permanent block?
XS and SS
How much in percentage is an International Transaction Fee?
3.5%
What process needs to be completed when reporting an unauthorised transaction?
Permanently block and re-issue (ss) the card used.
Which card currently has a promotion for a Balance Transfer rate?
Low Rate Credit Card
What B2K page are we using with Secondary Cardholder Auth?
I4 (Personal Info)
What do we do to assist with a ZQ block on a card?
Authenticate, then cold transfer to Card Fraud
What is an N7 Decline code?
Incorrect CVV or expiry entered
If a non NAB customer reports a NAB card being found on the street what do we treat this as?
Third Party Block
How do you avoid paying interest on your VCD bill?
Paying off the full owing balance of the card on time by the due date
Name 3 examples of a Cash Advance?
1. ATM withdrawal
2. Transfer out
3. Gambling
4. Gift Cards
Why cant we SS block a card with a VX block?
The card is closed and cannot replace
What is the page to view solely processing payments in B2K?
BCID
If the secondary cardholder is reporting an unauth transaction on the primary's card can we report the transaction? What do we do?
Secure the card with an XS block and advise the primary to contact us to confirm the transaction and report if necessary.
What does a Platinum Debit Card waive?
International Transaction Fee's excluding international ATM fee's
What is the email we use for a Force Reissue?
creditcardconsent@nab.com.au
What are 3 blocks we cannot XS over?
VX
VN
VC
B2
If a transaction does not appear on the BCID, BCIH or S and SL screens what does this mean? What other system can you use to confirm?
The transaction did not process on the merchants end and NAB did not receive anything. Refer back to merchant
CONNEX!!
If a card is being SS blocked due to unrecognised transactions what do we need to complete before replacing the card?
Temporary block the card, de-activating all tokens and confirming delivery address for the new card
If a customer meets all the requirements for the Qantas Signature points promo when will they be issued the points?
After the 90 day timeframe and within the 30 days after this
CX is overseas on holiday and needs a replacement card. AOF is in Australia. What is the process of obtaining a new card overseas?
Temp blk the card then completing the Form through NABone and advising the CX the fee of $100.00
If a CX has an AA block what is the process to resolve the issue?
Amend OR Confirm the address on EBOBS to make sure correct, and then a new card will be sent overnight
What are the three main points we check with card fraud to make sure the correct team is investigating the case?
1. How it was done
2. How many transactions were done
3. Have they provided their card number to anyone