Quality
When you hear a third party in the background, this is what must be said.
What is the M&R Statement? "This call may be monitored and recorded for quality purposes""
Barclays was founded in this city
What is London, England?
According to Regulation Z, we must investigate and resolve disputes within _____ billing cycles or not more than _____ days.
What is 2 billing cycles and not more than 90 days
These are the Barclays Airline Partner Cards. Name 2.
AAdvantage Aviator (American Airlines), JetBlue, Hawaiian Airlines, Lufthansa Mile and More, Emirates Skywards, Frontier Airlines
This is where the corporate headquarters of Alorica are located.
Irvine, California
90 seconds
What is the appropriate limit for hold time?
To initiate a duplicate dispute, this Association requires the transactions to be mirror images.
What is Mastercard?
1) Withholding payment of the disputed amount and related charges.
2) Legal or Collection action may not be taken on the disputed amount
3) Disputed amount may not be reported as delinquent and Barclaycard can not accelerate the debt, restrict, or close the account.
These are the Barclay Timeshare Partners.
What are Wyndham Rewards, RCI Elite Rewards
This is where you find your schedule.
You are required to verify your cardmember at this time.
When the cardmember did not pre-verify through the IVR?
Home to Barclay's US Headquarters
What is New York City?
In the credit card business, a ______ is a disagreement initiated by the cardmember over a transaction billed to their account.
What is a dispute?
These are the Barclays Cruise Partners.
This is where you clock in and out and have a record of your time.
What is EIS?
True or False. You should brand the call by saying Thank you for calling Barclays Card Services.
What is False?
For Mastercard, if unable to use Duplicate dispute type, we select this dispute type instead.
What is Paid by Other Means?
Name some proper reasons a cardmember may file a dispute.
1) Counterfeit Merchandise
2) Duplicated Transactions
3) Merchandise or Service Not Received
4) Charges on a cancelled subscription
5) Merchandise received was damaged or broken
6) Credit slip not processed to an account
7) Transaction amount was altered
8) Merchant did not deliver the correct item
These are the Barclays Hotel Partners.
What are Wyndham Rewards Earner Visa Card and Choice Priviledge Visa Signature Card
This is where you create your Avatar and you should visit every day.
What is Alorica Connect?
Name the Prerequisites for Paid by Other Means
What are 1) Proof that the Merchant received payment by other means. Examples - cash receipt, a copy of the front and back of a cancelled check, a receipt showing a different account number was used.
2) Merchant Efforts to Resolve is Required
3) Must be for the same service/merchandise (they purchased 2 different items)
We must ______ the cardmember for the true nature or the root cause of their dispute.
What is probe, or asking questions, asking probing questions
Two Part Answer - This person has full access of their business card. Plus please name the 3 business cards.
What is the Business Owner?
What are Hawaiian Airlines World Elite Business Mastercard, JetBlue Business Card, and Wyndham Rewards Earner Business Card?
This is the CEO of Alorica.
Who is Andy Lee?