L/S & Disputes
Do we charge a rush fee for lost/stolen card?
No
Where do you see transactions and authorizations before they are listed on a statement?
Cycle to Date screen on the Statements tab.
When should you educate the cardmember of the potential of a funds hold?
When making an ACH payment.
True or False: If someone is declined for a credit line increase, you can tell him on the phone.
True. You should advise the cardmember that he will receive a letter explaining why in the mail, and educate that we will periodically review the account for an increase.
What two pieces of information are you NEVER allowed to give out to the cardholder?
Full account number and expiration date
Name 2 purchase dispute types.
Duplicate billing, cancelled recurring, credit not received, defective merchandise, non-receipt of merchandise/services, not as described, unauthorized, does not recognize, paid by other means
Where do you go to request statement copies? What does it mean if the statement has an asterisk next to it?
Action menu, then click statement requests. Check the box of the statement(s) you want to send, then click ok. If there is an asterisk, this means there is a statement PDF.
What does the note in ACES say if a payment is being held?
How is min due calculated?
Amount to prevent the late fee, plus anything over the credit limit.
What circumstances must be met for an account to qualify for a customer service reage due to a postal error
First card not received, first statement not received.
What is the difference between the loss types, fraudulently used and fraudulently established.
Fraudulently used ch usually doesn't have physical possession of their card and it was used, Fraud Established means someone applied for the account in their name without authorization
What are the two main reasons you are empowered to waive a late fee? What can you do if you have no options?
First Request/Goodwill, Statement Not Received call a supervisor.
What does the authorization decline indicator "16 Excessive Auths" indicate? Can this be reversed/reset?
Excessive authorizations/transactions. Yes, a UM can reset this.
What are the common reasons a cardholder will fail reissue? What happens if she fails reissue? Can she still have an account with us?
Delinquent or OCL at time of reissue, or foreign address on file. If she fails reissue, we close the account. If the cm returns the account to good standing, she can reopen and get a new card sent out.
If an application has a PO box on file and we mail an applicant a letter stating we require the legal (physical) address, what do you do?
1. CAPS 2. Addresses tab 3. Right click- add new 4. Enter physical address 5. Click save 6. Note account
Name two differences between a billing dispute and a fraud dispute.
Misc Adjustment, Late Fee
How can a pending authorization be removed from an account the same day? How long will it take for funds to be available?
A merchant can call or fax us. Funds are available immediately.
How many ACH payments are permitted in one billing cycle, and should you advise cardmembers of this?
2, no
The fee is billed when the account is open not when it's activated. Not activating the card is for the protection of the cardholder and has no bearing on the billing of the annual fee
What are the terms used to describe when we try to send a transaction back to the merchant, and the term for when the merchant doesn't agree and sends it back to us
Chargeback, Representment
A customer has been billed a late fee which appears on the "cycle to date" screen. He is requesting credit for this fee. What are the steps you should complete?
1. Check to see if there is an old late you can credit. 2. Check Misc adjustments to see if he qualifies for a late fee credit. 3. Email the late fee request form to the Control Pod to complete fee credit, if eligible. 4. Advise the timeframe for the fee credit.
What is the option we can provide to a cardmember to release a payment hold. Give the detailed information that needs to be present to be able to release the payment hold.
Fax Bank Statement; must have - checking acct # or last 4, bank name and/or routing number, proof the customer's name is on the checking account, amount of payment and proof it has cleared the bank
Explain the 5-6 steps of processing a deceased notification.
Empathy, request death cert letter, close the account as deceased, send letter to LP with DOD and County of Passing, Note the Account
A ch calls in upset and right away asks to speak to a supervisor, how should you respond?
Unfortunately, our supervisors only do call backs so they have an opportunity to review the account and provide solutions.
However, is there anything that I could help you with?