Troubleshooting
Chrome, Firefox, Edge, Safari
What are the browsers supported by chase?
digital profile management or frontpage
how can i access admin tool?
an abusive caller uses insults/ degrading language directed towards the specialist
what's the difference between an angry and an abusive caller?an abusive caller uses insults/ degrading language directed towards the specialist
view history, confirm appropriate action has been taken, reactivate, invalidate all tokens
how do i remove fraud status?
wire transfer activation codewhich code expires 10 minutes after it's generated?
which code expires 10 minutes after it's generated?
what are situations we cannot assist with or support?
to update profile after any changes or updates
Why/when would we synchronize the user profile?
Tell caller/ customer you are transferring call to supervisor
how do i handle a customer refusing to disconnect the call?
the system where we can leave comments or memos after online changes have taken place
what is memo maker?
Generate code using Customer Assist - One Chase Digital Profile Management:
How do I process activation code for Online wire transfers?
How do I process activation code for Online wire transfers?
must be an official supported/released browser
Can a customer use beta browser to access Chase.com?
view history
where do you go to access memos or notes?
listen to caller, repeat, take responsibility for actions, apologize, calm tone of voice
what are de-escalation techniques?
invalidate token, memo customer assist to mirror memo maker
what are important steps to take after removing fraud status?
25 times
how many times can the customer fail to login before the account is locked?
For Chrome, have customer:
How can you assist a customer determine their chrome browser version?
initiate online enrollment, view customer history, show/hide accounts, reset/change user ID
what are some of admin tool's functionalities?
if caller continues to use profanity after warning and is directed towards the specialist.
when, if at all, is it okay to disconnect the call?
it can be added at any time
does the customer have to have fraud to place fraud status?
active, expired, invalid, used, N/A
what are the different activation code statuses?
If pop-up blocker enabled: Customer can't access chase.com
If customer has a pop-up blocker enabled, what Chase function will not work ?
this is the date customer last entered incorrect password
what does 'last login failure' mean?
Manager should call JPMC Corporate Security Network with specialist who received call, provide any supporting documentation
how do i report threat situations?
transfer to EMM
what should we do with an account with suspicious status
extra security at sign-on and enable email option (only available in browser)
what must a customer enable if they insist on receiving OTP by email?