Easy
What does the "Announcement Archive" allow associates to do?
a. Edit announcements from other teams
b. View announcements from the last 60 days
c. Send announcements to team members
d. Delete outdated announcements
b. View announcements from the last 60 days
If a consumer's card was not activated at the time of purchase, what should you advise them to do?
a. Wait 24 hours for activation.
b. Refer them to the place of purchase with a receipt.
c. Call the card’s customer service line.
d. Attempt to activate the card online.
b. Refer them to the place of purchase with a receipt.
When handling a non-English speaking caller, what should associates do before contacting the Translation Assistance Line?
a. Ask the caller if they want an interpreter.
b. Ask if someone who speaks English is available.
c. Put the caller on hold and check internal resources.
d. Immediately transfer the call to a manager.
b. Ask if someone who speaks English is available.
This function allows agents to look up the last four digits of a card account number but prohibits sharing them with callers, even if authenticated.
Inquire Check Sum function
What is the first step in handling a gift card activation?
a. The consumer selects a gift card.
b. The consumer enters the card PIN online.
c. The cashier scans the card.
d. The consumer provides an ID for verification.
a. The consumer selects a gift card.
If an interpreter is not available for the requested language, what should associates do?
a. Inform the caller to try again later.
b. Verify if the language is on the Fiserv-supported list and communicate availability.
c. Contact a third-party interpreter.
d. Transfer the call to a manager.
b. Verify if the language is on the Fiserv-supported list and communicate availability.
What must a cashier do after activating a gift card?
a. Hold the receipt for verification.
b. Hand the activation receipt to the consumer.
c. Scan the card again to confirm activation.
d. Wait for a 24-hour period for activation.
b. Hand the activation receipt to the consumer.
What is the first step an associate should take when handling a call from a consortium that has no established procedures?
a. Transfer the call to a supervisor.
b. Send an email to Shaneika Williams with the required details.
c. Inform the caller that no procedures are available.
d. Escalate the issue immediately to the line manager.
b. Send an email to Shaneika Williams with the required details.
What should an associate do if a caller requests a language not supported by Fiserv?
a. Hang up the call immediately.
b. Provide the Language Availability Schedule.
c. Inform the caller the language is not supported and ask them to call back with someone who speaks a supported language.
d. Transfer the call to the manager.
c. Inform the caller the language is not supported and ask them to call back with someone who speaks a supported language.
What is the standard compliance statement used in monitored calls?
a. "Your call is important to us."
b. "This call may be monitored or recorded."
c. "Please hold while we process your request."
d. "Your call will not be recorded."
b. "This call may be monitored or recorded."
What is the correct action if a consumer reports a dead card but has proof of purchase?
a. Refer them to the consortium.
b. Refer them back to the store.
c. Attempt to activate the card manually.
d. Direct them to the online activation portal.
b. Refer them back to the store.
When a gift card is inactive or not activated at the time of purchase, the consumer is referred to this location with proof of purchase.
place of purchase/physical store
What is the correct response if a PIN is not available for an online purchase?
a. Inform the consumer that the card cannot be used online.
b. Advise the consumer to contact their bank.
c. Inform the consumer that the card can only be used in-store.
d. Provide a new PIN for the card.
c. Inform the consumer that the card can only be used in-store.
What must be included in the email sent to Shaneika Williams regarding a call from a consortium without procedures?
a. Date and time of the call, consortium name, and type of caller
b. Caller’s account details and PIN
c. Call duration and recorded transcript
d. Consortium’s website and contact person
a. Date and time of the call, consortium name, and type of caller
Associates needing language support for non-English speaking callers must first attempt this step before contacting the translation assistance line.
ask if someone available speaks English