DPS Jeopardy

Procedures

100

The correct order to search for cardholders on inbound Falcon calls?

1. ANI from window pop
2. Case number
3. Phone number associated with card.

200

If a cardholder calls regarding their business, what can be used instead of the last four of the SSN?

The last 4 digits of the Tax ID/EIN number

300

The proper response to cardholders that verify all tokens in IWS before verifying transactions.

Thank the cardholder for verifying information in automated system. 

400

When would you not verify or provide the amount in falcon?

When it’s a pre-authorization amount such as a gas station.

500

The process if VIVA has made no attempt to contact the cardholder?

1. Advise cardholder that there is a security review on the account that requires further investigation. A member from our team will contact cardholder to review account.
2. Block card

Mission, Vision & Principles

100

What is Our purpose?

Uplift everyone, everywhere by being the best way to pay and be paid.

200

What are the four building blocks?

Innovation

Trust

Access

Prosperity

300

What is Our Strategy?

Grow

Fortify

Execute

400

What are Our Leadership Principles?

Lead Courageously

Obsess about Customers

Collaborate as One Visa

Execute with Excellence

500

The guidepost for how we execute against our business strategy?

Our Purpose

Visa People

100

Who are the DPS Senior Managers.

Shannon Ison and Enio Martinez

200

Who is the DPS Senior Director?

Diane Moogalian

300

Who is Global Head of Client Care?

Katie Beaudry

400

Who is Ceo of Visa?

Ryan Mcinerney

500

Who founded Visa?

Dee Hock

Compliance

100

The number of personal items allowed at onsite workstations?

Five

200

The action needed to be completed when leaving your workstation?

Lock your screen.  (Windows key + L)

300

The correct number of smart devices allowed on production floor?

Zero

400

Who can I email outside Visa domain?

Frontline = Nobody

SFG = Compliance only

500

What kind of bags can I bring into the SAZ area?

Clear Bags

Quality

100

The Quality goal is?

92%

200

The length of a moment?

10-20 seconds.

300

The Inbound and Outbound Falcon Tokens are called?

Inbound Full Address, DOB, last 4 of SSN (2 out of 3 )

Outbound partial address (provide city and state and ask for the zip code) provide DOB month and ask for the day.

400

The 3-Part Start?

Thank you for Calling <FI name>

This is < your name>

How may I help you?

500

The Forbidden Five Phrases?

I don't know.

We can't do that.

You'll have to

Just a second

The word "No" at the beginning of a sentence.