What Can I do?
Can we take a credit card payment over the phone?
YES, if the client declines D1, we can process a payment
How many of our Credit Cards do not have Rewards system?
1- Bankamericard
The client wants to know the status of his credit card application and does not want self-service. Can we assist him?
no, transfer to Credit Card Sales
The client's credit card was declined because the clients account was past due at the time of the transaction attempt. What do you advise the client for the card to work again?
Advise them to make a payment
Can merchants implement their own fraud strategies and declined transactions without sending a request to the card issuers for approval?
yes, Some merchants may implement their own fraud strategies (or they may use a third party) and decline transactions without sending a request to the card issuers for approval.
What do we do when the client wants to open a new credit card?
Transfer the call to Credit Card sales
Can the client redeem rewards in OLB/mobile?
Yes
What path do we use to find out what we can and cannot do with Credit Cards as Lite associates?
Deposit and Credit Card Inquiries Job Aid
Name three things you can advise the client if a declined transaction is not found on our end.
Advise you do not see a declined transaction, their account is in good standing, have them try again, speak to the merchant, or get a replacement if it might be damaged
True or False: When a client states their card was declined, you must review the authorization to identify only the declined transaction
The correct answer is False. When a client states their card was declined, you must review the authorization to identify the declined transaction and reason.
Can we quote standard and promotional interest rates on credit cards?
Yes
How much cashback does a client receive on purchases with a Unlimited Cash Rewards Credit Card
1.5% unlimited (no max)
Can we process a refund if the client accidentally made a payment to their credit card twice?
No, transfer to Credit Card servicing
The client tried to pay Wal-Mart $100.00 but they claim the card was declined and should not have been charged. You notice there is a reversal of $100.00 processing and also that we sent a text message asking him to verify the transaction. What do you advise the client?
Advise the client that the transaction will be cancelled but he needs to reply YES and try the transaction again.
True or False: You should offer to send a replacement card if the client states their card was declined by one merchant.
The correct answer is False. Just because the card was declined at one merchant doesn’t mean the card is damaged. Ask further probing questions to understand the situation.
What do we do when the client requests to close a credit card?
Which card allows you to earn 3% cash back on a specific category
Customized Cash Rewards
What is a secured credit card and how does it work?
It is a card that provides the ability to establish, strengthen, or rebuild credit when used responsibly, unlike prepaid cards. The client gives a security deposit of $200-$500 based on eligibility.
Clients can earn 3%, 2%, or 1% back using the Customized Cash Rewards Credit Card depending on where they use it. Is there a cap to the amount they can earn in the combined 2% and 3% category, or is it unlimited?
Earn 3% and 2% cash back on the first $2,500 in combined purchases each quarter in the category of choice, and at grocery stores and wholesale clubs, and then earn unlimited 1% thereafter.
If the client has recent approved transactions, the decline could be the result of
A. Merchant declining Transactions
B. The merchant may have terminal setup issues
C. A or B could be the reason the card was not working
The correct answer is C: The merchant may have declined the transaction(s) or they may have terminal setup issues.
What do we do if the client wants to put in a rush order on a credit card?
Which credit cards have annual fees?
Premium Rewards and Elite
Can we refund fees and interest fees on Credit Cards?
Yes, run the refund tool
What do you advise the client if you see the transaction was declined due to "over credit limit"?
Explain it was denied because they are over their limit and offer self-service to increase credit line (it's effective immediately if approved).
What do you do/advise if the client tells you they received a pop-up during their transaction that says "additional verification needed" with a logo that says "visa secure" or "Mastercard ID check"