Handling Irate, abusive, or obscene callers
What is the man number we follow for handling irate, abusive, or Obscene callers.
Man-1454
If a client is requesting for a refund over $75 who should the frontline Teammates Contact ?
CFS (Client Frontline Support)
What is the Bluezone code to unblock Temporary card?
CM50
What are some ways to activate a debit card?
Visit the branch
IVR
Performing a pin Transaction at an ATM OR merchant terminal
Truist online banking or mobile app
what tab do you check when authenticating a client.
ownership
What are the steps and actions if the client is being abusive or makes demeaning statements, including personal attacks.
1. Remain Professional
2. Ask the client if there are any business matters you may assist with.
3. if the client made threats against you, also follow the Threats Procedure outline.
What are some types of refunds that we can refund?
Wire, stop payment, monthly service Charges, Foreign ATM Fees, Phone Transfer, withdrawal Limit Fee, Account Analysis Fees.
To see the most recent 15 ATM transactions what bluezone code should we type in?
CM12
What is the amount of the fee to expedite a debit card.
$30.00
when authenticating a client you can use their full TAX ID and what else?
last 4 of account/debit card number
What are the steps and actions for Sexually offensive remarks?
1. Remain professional
2. Ask the client if there are any business matters you may assist them with.
if the client continues to discuss personal business, politely ask again if he/she has any business related questions.
if not again inform the client that you need to go to the next client, and disconnect the call.
What are some fees we can not refund
Quicken/Online banking Fees
OD/RI/NAB Fees
Fees Charged by Merchant Services
Safe Deposit box fees
Check order fees.
What bluezone code can you use to change a cards address, delete a card or change air express decision.
CM22
How many business days does a truist delay a debit card if the address was changed within the last 30 days
3 business days
when authenticating a client you can use their full Account/ card number and what else
TAX ID
what are the steps and actions that you would need to take when dealing with an irate, yelling, upset or client uses profanity.
Allow the client to speak without interruption, remain respectful and polite and recognize the anger is not personal, do not talk over the client or become defensive, Empathize, and at the appropriate time offer an apology.
What are some information we would need to include in a CIF comment on the clients profile?
Amount of Refund
Type of Refund (bank error or client request)
Account number
Date of Refund
supporting comments explaining why the account received the fee. ( make sure the default expiration to 2049)
To OPT a client in/out of recurring debit card transactions before replacing a debit card.
Can we order a card first before changing this decision
1. KM49
2. no you have to change the decision first then order another card.
What are the options if the client wants to change their pin number?
If the client is not able to provide one of the pieces of information you ask what are 2 challenge questions you may ask ?
whoever answer the question will provide the answer from the list.
What are some tips for assisting with upset or difficult clients.
2. ask questions to get specifics about the specifics about the situation and ensure you understand it properly.
3. summarize the caller's problem to gain agreement.
4. when you can, offer a choice of alternatives to fix the problem.
5. Let the client decide which alternative to use.
6. Be sure to follow through on what you agree to do.
7. When possible, do something extra.
Bank error refunds over $500 where should the request be escalated to ?
What is the bluezone code for checking the clients statement decision whether its suppressed or not
DPDS4
what are some self servicing options a client can use to block their debit card
mobile banking, online banking, and IVR
When you are performing a high risk transactions what additional system do you use to authenticate a client.
Phone finder.