Personal Info
High risk secondary validation
How does a customer earn PC Optimum Points?
Using their card anywhere
registering for PCO website so they can receive more offers
How does not creating a complaint case affect you as an agent?
50pts mark on QEF
What is the validation requirement for Adding an Authorized user?
OTP Validation or
Low risk Secondary validation
You received a call from a customer who reports that their date of birth is incorrect on their account. The account currently shows 01/02/1997, but the customer states it should be 02/01/1997. How would you handle this situation?
Complete the OTP or high‑risk verification process, then update the customer’s date of birth. No documentation is required for this change.
How long does it take for regular points to post, and what is the posting timeframe for promotional points?
2-3 business days for regular points
4-6 weeks for promotional points
Where in SF do you create Complaint Cases?
Inside a manual case.
How would you respond if the primary cardholder asks to have the authorized cardholder’s card mailed to the authorized cardholder’s address because they live separately?
Advise that ACH's card will be mailed to the PCH's address.
Why do we collect email addresses from cardholders?
•To increase their validation questions
•To ensure they get all the e-benefits and alerts which most times are sent through email etc.
•Other personal information cannot be updated if there is no email or phone number on file – must be a valid email address
You receive a call from a cardholder who is experiencing difficulties redeeming their points. How would you assist them?
Transfer the call to the PCO department
Why do Complaint cases need to be completed while on the call with the caller.?
We need them to provide electronic consent before submitting the complaint case.
If a customer asks to be enrolled in e‑statements, how would you assist them?
Let the customer know that they must log in to their online account to enroll in e‑statements, as we do not have the ability to complete this enrollment on their behalf.
If they need help over the phone - we can walk them through
If a customer is requesting a legal name change, what do we need from them?
Legal name changes or a completely incorrect name do require a written request with the following information:Account number, Old name, New name, Current address, Current phone number,Signature (with the new name as the signature if they have one), and
A legal document with the new/correct name.
You receive a call from a cardholder who attempted to use their PCMC, but the transaction was declined, so they used another payment method to complete their purchase. Upon reviewing the account, you see the card was declined due to insufficient available funds. The cardholder is now insisting that they did not earn any points and is requesting that you manually credit the points. How would you handle this situation?
Empathize
Educate them why the card was declined
If the customer remains insistent, verify the purchase amount, calculate the base points they would have earned, and manually credit those points
What should you do if the caller has more than one complaint?
Create a separate complaint case for each issue.
What is the reason that freezing a card involves primary validation, whereas unfreezing it requires secondary validation?
Because freezing the account eliminates fund withdrawal while unfreezing the account gives access to funds and information that can be used for fraud.