DIRECT EXPRESS

Transaction

100

what does CLM mean?

client letter mailed

200

what are 4 ways CH's can withdraw funds?

ATM, Bank Tellers, Cashback, Walmart Cashout

300

What is the green button in SEIBEL called in order to leave notations on the account?

Document activities

400

What are CDS agents 3 denial talking points to CH when a dispute gets denied for ANY reason

1ST - OFFER TO SEND INVESTIGATION DOCUMENTS.

2.OFFER CH TO SEND IN ANY SUPPORTIVE DOCUMENTS TO SUPPORT THERE CASE IF NONE, WE CANNOT ESCALATE ISSUE.

3. REFER TO MERCHANT TO SEE WHAT OTHER OPTIONS THEY HAVE.

500

What is 3 most important things CSR's must have CH write down when providing the dispute script?

"Thank you for contacting us today..."

The SR number, the provisional credit due date, and fax/email for paperwork

Direct Express L2

100

what are the 3 requirements for OTP via email?

must have first or last name (no partials)

must be 12 months date first seen

green accept button

200

if the card is in CHs possession and there is a online transaction made why CH has card. What kind of dispute would that be?

MOTO

300

What are the 3 tabs to click on to start the client search in GIACT?

What is verification services, id lookup and submit id.

400

what is the server address for avaya?

10.191.19.10 BIG DAWG (:

500

if an id has been requested from CH and we have not received it yet, what is the only verification you can use to override id's?

OTP!!

MISC 1

100

what is the transaction id and reference id for ID's?

last four digits of any form of id

200

What are the first 4 numbers of our DX card?

5332

300

what is the tab called to send out a letter in SIEBEL for disputes?

**try your best to remember**

Letter generation

400

if there is two cards in the cards one says "registered" and one says "returned", what can you assume immediately from what you know about DX?

That the card in "returned" status is replacing the "registered" card because that card is about to expired soon and the returned card was only sent back b/c of the bad address.

500

when you see a force post debit you should think of?

Pre-auth expire 

(merchant came to collect the funds from the original trx)

MISC 2

100

What button must your press in order to see "SR submitted successfully.

SUBMIT SR 

200

what should CSR'S always confirm when sending dispute ppwrk, cards, and/or statements?

read address back letter for letter number for number

300

IF A TRX WAS MADE IN SA TX AND CH HAS CARD but there are cash purchases (pin based) pre-authorizations and atm withdrawals what kind of dispute would you file?

Counterfiet

400

what two addresses can you NOT expedite to?

PO BOX & GENERAL DELIVERY.

500

1st. 00000775656 >> what does it mean on the acct

2nd. 1-366387834 >>what does it mean on the acct

3rd.  :176216282291 >>what does it mean on the acct

(these are just random numbers)

1. case number

2. sr number

3. transaction id/reference id #

MISC 3

100

What is the only scripting you can only use with management permission?

Outage scripting

200

what are the 3 tabs CSR must click on in GIACT to begin search?

Verification services, Id LOOKUP, SUBMIT SEARCH

300

what is the dispute type called when the card is intercepted and funds are stolen off the card?

NRI (NON RECEIPT ISSUE)

400

what state project do you ask for a Participant id# instead of SSN? 

GO EPC (CALIFORNIA)

500

what is the only state under "EPC" CAN YOU NOT EXPEDITE A CARD TO?

OHTANF-EPC