Transaction
Direct Express L2
MISC 1
MISC 2
MISC 3
100

When does Exceeds Max Fallback Allowed appear in SIEBEL under the trx history tab?

What is when CH SWIPES the debit card 3x and must attempt to a pin based transaction to allow the card to work
100

WHAT ARE THE 3 WAYS WE CAN ADANCED AUTHENICATE?

OTP/KBA/ID
100

in order to update a SSN,NAME OR DOB what kind of verification is required?

ADVANCED AUTHENTICATION OR ID'S

100

What are two things that must happen in order to submit a international opt in?

What is must pass OTP/KBA (advanced authentication) and must have a decline in the account. 


100

When the CH complains about there deposit not being posted on the 1st of the month what should you do?

What is offer deposit notification and refer to LO to file a claim of non receipt payment.

200

FORCE POST DEBIT normally happens when? 

What is when the PreAuth Expire is collected by the merchant.

200

What is the type of benefits we can enroll for direct express in the BR tab?  

SSI, SSA & VA? 

200

The card that begins with 5115 is called what department?

What is I2C.

200

if the CH attempted a transaction at the gas pump. How would the response reflect in SIEBEL?

TRX NOT PERMITTED (LOCATED IN WIKI)

200

If the KBA questions have a green answer as "NONE OF THE ABOVE" what do you do?

What is ask 4 incorrect answers. 

300

When you see AVS only as a decline reason what should advise the CH?

What is advise to ensure address is correct with merchant same as SIEBEL.
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.

300
For first time set up for an direct express account who would you refer to? 

Enrollment Line

300

What are the 3 criteria's for a email OTP?

FIRST OR LAST NAME

DATE FIRST SEEN (12MONTHS)

GREEN ACCEPT BUTTON

300

HOW LONG DOES IT TAKE FOR REFUNDS TO POST ON THE SEIBEL ACCOUNT ONCE SETTLED.

UP TO 30 DAYS ONCE SETTLED. 

CHECK YOUR WIKI

400

If you see Other MC decline as a decline reason in the transaction history tab, what should you do to assist?

  1. This is a fraud rule set up by Mastercard to protect our CHs from certain types of transactions.
  2. Probe for the issue and advise to try a lesser amount or another payment method.
400

What are the 5 critical merchants we can perform a preauth release for?

  • Bank
  • Utility Company/Phone Company
  • Rent
  • Pharmacy
  • Hospital
400

When is the tracking number available and what two website can you use to find the tracking number?

What is day of delivery. Unity(agent wiki) and Seibel 
400

what two addresses can you NOT expedite to?

PO BOX & GENERAL DELIVERY.

400

What is the AUX CODE for LUNCH

LOGOUT.

500

Which are the disputable transaction types?

ATM balance inquiry

Cash purchase with cash back

Force Post Credit

Pre Auth Release for Settlement

What is cash purchase with cash back?

500

Caller states he went to ALLSTATE insurance to pay his $450 bill, later he checks his card online and sees a pending transaction for $450 and a force post debit for $450, how would you assist the CH?

PLEASE RELEASE THE PREAUTH DUE TO MERCHANT COLLECTING AS A FORCE POST DEBIT. 

500

When is the only time you may provide the case number to the CH?

When requesting ID'S. 

500
When Bank transfers made through IVR,WEBSITE OR MOBILE are credited back to the SIEBEL account it's because of what?
What is ACH bank transfer verification required to allow bank transfer.
500

"CSP did not successfully complete transaction/process". In sections 1-5 which QA guideline would this fall under?

SECTION 5 AUTO FAIL 
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