Setting Expectations
This is the timeframe for debit card delivery.
What is 5-7 business days.
The ASB greeting
"Aloha, thank you for calling American Savings Bank, my name is ___, how can I help you?"
Spotify POSREC
What is a point-of-sale (PIN debit) recurring transaction with Spotify?
This is our main program for managing customer accounts, information, and maintenance.
What is Aperio?
If they have this, we can ask for it for quick authentication.
What is the security word?
When someone is getting a brand new debit card with a new number, we need to tell them this so they aren't negatively impacted.
What is "payments using the previous card number won't work."
If a customer needs to be connected to someone else, we do this to make the experience smooth for everyone involved.
What is a warm handoff?
Target VSAPUR
What is a credit purchase at Target?
When a customer is having trouble receiving their security access code, we could use this to issue them a new one to a new phone number or email address.
What is Q2?
We use this information to bring up a customer profile in APERIO before authentication
What is the account, debit, or social security number?
When a customer is certain they've lost their checks, we need to do this.
What is temporarily block their account and refer them to a branch to close and reopen.
When we can't hear someone after answering a call, this is our process before hanging up.
What is repeat your greeting, check if they're there twice, then let them know you can't hear them and if they can hear you to call again.
SSA US TREAS XXXSOCSEC
What is a Social Security direct deposit, or ACH?
We can use this program to look up checks, deposits, withdrawals, statements, and signature cards, among other documentation.
What is Nautilus?
The six personal details we ask for, in order.
What is: Mother's maiden name, Branch of Account, ID Number, Online Login ID, location of most recent Branch transaction, location of most recent ATM transaction
When filing a debit card dispute, this is the information we need to give the customer so they understand how they're impacted.
What is the 10 day notice, 60 day maximum, provisional credit, and debit card expectations.
When a customer fails authentication, we have to tell them this.
What is "Thank you ____, unfortunately I won't be able to help you over the phone today, you'll have to visit a branch for assistance."
Nationwide VSARTN
What is a merchant card refund?
These two programs can tell us why a debit card transaction isn't going through.
What is Aperio and Client Central?
After authentication, we update these two things, in order.
What is the Security word and contact information.
When closing an account to open a new one, the branch can do this to make sure certain ACH and check items still get paid.
What is reroute to new account?
This is how we close out our calls.
What is ask if there's anything else they need help with, restate your name and say goodbye: "Is there anything else we can help you with? Awesome, again, I'm ______, thank you for calling American Savings Bank, have a great day!"
R10 Auth/Incomplete
What is a dispute refund, or provisional credit?
If a customer's debit card is currently blocked, we could use this to find out if there is a fraud case opened.
What is Client Central?
The six business details we ask for, in order.
What is: Ownership Branch, Tax ID Number, Authorized Signor(s) on account, Email address on file, location of most recent branch transaction, location of most recent ATM transaction