What are the only 2 accounts that specialists can give a routing and account number for multiple sources of funding?
What is Pay Cex and AT&T
100
Name the 4 ways a cardholder can opbtain their balnace
What is 1. Bottom opf most recent receipt 2. IVR 3. Ucard 4. ATM
100
What is the only thing that customer service cannot reset on UCard?
What is The password, the customer must reset it themselves by clicking on the 'forgot password' link.
100
What is the only claim type that does not require a written statement for eCap?
What is ATM misdispense
100
What does EBT stand for?
What is Electronic Benefit Transfer
200
What is the only state that will not allow c card to be forwarded in the mail?
What is Utah
200
Besides security information, nmae one piece of information that customer service can NEVER provide
What is 1. Address on file including zip code 2. Email address on file 3. Phone number on file 4. Any digits of the card number
200
What information is considered a Security Key?
What is D.O.B., SSN, zip code
200
What are the only 2 claim types where it is necessary to replace the card for eCap customers?
What is Unathorized PIN and unauthorized signature
200
When a call is received for EBT, stating that the cardholder is deceased, what should the advisor do?
What is Refer the caller to their local office for assistance. Do not provide any account details if the caller is not listed on the account.
300
Name 3 transaction types with a tolerance factor.
What is Gas, rental cars, hotesls, cruise lines, mail order postage, 900 numbers
300
If a customer asks for additional information regarding who they are speaking to, what information can you provide? (3 answers)
What is Your first name only, your phone log in id, your direct manager's first and last name
300
When assisting on a web call, what customer information can customer service verbally provide ?
What is the user id
300
What are the 2 reasons for filing an EBT claim for unauthorized use?
What is Cardholder was threatened with loss of life or cardholder called to report card lost or stolen and we failed to close the card.
300
What is 'phishing'?
What is It is a term used to obtain personal information from a customer by impersonating an institution. It most common forms of phishing are emails and calls. If customer receives one of these emails (and replies) send JPMEFS FRAUD an email, and cancel out card. If the cardholder did not reply, advise them to forward the email to abuse@chase.com
400
If a CSR receives a call from a Chase Banker, what is always required prior to assisting. (2 answers)
What is 1. Verify banker with Connect Us Code
2. Speak to customer to verify security
400
How long should a CSR wait afte a cardholder places them on hold before beginning ghost call scripting?
What is 1 minute
400
If a customer uses the bill pay option, what is the timeframe for delivery?
What is 2 to 5 days
400
What is the timeframe for resolving eCap misdispense claims?
What is 10 business days
400
If a call is received notifying us that the EBT cardholder is incarcerated?
What is Complete a call log and refer caller to state agency for assistance
500
If a card is being mailed to a foreign address, how long does it take for delivery?
What is 10 businees days. Replaced by UPS or FedEx, regardless of replacement method chosen. Must have a physical address.
500
If a cardholder calls to dispute an EBT transaction because it is unauthorized, but the card and pin were used, what should the advisor recommend?
What is Advise them to contact law enformcement. Benefits will not be replaced by JP Morgan or the state.
500
If a cardholder transfers funds to their checking account, how many days for processing?
What is 2 to 3
500
What is the timeframe for resolving EBT cash misdispense?
What is 25 calendar days
500
How long can it take to show on an account a credit of $250 or more?