Authentication
Successful VoicePrint is high risk authenticated and removes all additional authentication requirements. True or False?
True
Customer calls in to report that their card is lost and needs a new one sent out, they have looked everywhere and were not able to find it.
Credit Cards Customer Service - Disputes & Fraud - 2. Lost/Stolen Procedure
All transactions billed in U.S dollars.
U.S dollar card
Changing to Paper or Online Statements
Low Risk
When a customer provides too much information in their answer and some of that information is correct but some is incorrect. Would this count as a pass or strike?
Strike
Customer currently receives statements in English and would like to switch over to French.
Credit Cards Customer Service - Card Delivery & Statements - 9. Update language code
Purchase Security & extended Warranty Protection (Global Excel)
All Cards
Updating customer information
High Risk
Credit Card IVR Authenticated = ______________ & ______________________
called from primary number and entered in card and verified in the IVR
When you need to add a memo into Pega, but it is currently unavailable.
Credit Cards Customer Service - Administration - 1. Add a Memo (when pega is unavailable)
When you book travel online through ExpediaForTD.com you only earn 3 TD rewards points for every $1.00
TD Rewards Visa card
Adding an additional Cardholder
High Risk
Customer calls in you see a MCOM stating "CTI only," they must successfully pass phonecode authentication in addition to VoicePrint. True or False?
True
When a customer wishes to obtain a new Access card and have their existing profile (Electronic services, bill payments) transferred from their old card to the new card.
Product & Services - Day to Day - Access Card - Issue an Access card - 6. Transfer card Profile
Which card provides NEXUS fee rebate
Aeroplan Infinite Visa Card
&
Aeroplan Infinite Privilege Card
Add a bill Payment
High Risk - Credit Customer Service - Easyline & EasyWeb - EasyWeb - 2. Add Bill Company, Perform Maintenance or Perform a bill inquiry on a customers profile
When a Power of Attorney calls in how must they be authenticated?
- Voiceprint
- Phonecode
- or manually authenticated on POA profile
Customer calls in to add a bill company to their bill payment profile; or needs to update, change or delete billing account number on their profile or need additional information on a bill payment.
Credit Customer Service - Easyline & EasyWeb - EasyWeb - 2. Add Bill Company, Perform Maintenance or Perform a bill inquiry on a customers profile
Travel Medical Insurance: 31 days for people under the age of 65 years old and 4 days for people who are 65 and over, max coverage $5MM
Aeroplan Infinite Privilege Card
Customer calls in to add or remove accounts on an Access or Credit card and wants to add or delete ATM access on their credit card
Low risk