Zelle
Which tab in Compass would we use if we need to reset or provide members with validation codes for Zelle?
Customer Profile
Which TSYS screen do you use to reverse an adjustment made due to selecting the incorrect fraudulent transaction when processing a Lost or Stolen with Fraud request?
WCSA
When do we submit a Digital Support Ticket?
If the Wiki Wizard says in the process to do it!
Where do we locate notes in TCI?
The History screen
What alerts prevent a member from using Zelle?
If you get a FICO call and the member is reporting a transaction as fraud and it is pending, what are the procedures?
This is an Outbound Call and the member does have a Codeword
1. Lost/Stolen Workflow to close the compromised card and claim the fraud
2. Order a new card
3. File a pending fraud claim through the pending fraud tool
What information should we verify if a member is getting an error message that "Send Money is Unavailable" when using Zelle?
account status, phone numbers, addresses, and alerts
What transactions are in the "Unbilled" Category on the Statement tab?
Transactions that have posted from the time the last statement was issued until now
Which tab in Compass do we use to Unsubscribe a member from Zelle?
Risk Management
If a member has a "Cardguard Auto Block" or a "Watch Security Fraud" status on their credit card, how do we remove it? Also what we do if a member wants to reattempt the transaction>
1. Select the Watch Status Adjustment workflow in TCI
2.Complete OTP, verify CW, or HRV
3. Select "responding to a call or letter from CFP" radio button to verify transactions
4. Have the member reattempt the transaction
5. If the transaction continues to be declined process a Rule Abatement
What are the steps if a member is getting Error Code E101?
Contact DS Assist so they can update the DOB for the business account
Can an authorized User on a Credit Card change the email address for the Primary Cardholder?
No
If a member reports a credit in their account from Zelle that they do not recognize, what are the procedures?
1. Ask probing questions
2. Place a non-expiring hold for the amount
3. Submit a request through DSA Email Generator
4. Leave a UAD Member level note (30 Day Expiration)
When would we submit an OLC to file a dispute claim?
If the Dispute portal is unavailable or the dispute transaction posted over a year ago
What do we advise a member if their Zelle credit is showing "Credit Delayed" or "Pending Compliance Review"?
Until Fiserv's review is complete, the member will not have access to complete instant payments but they will have access to make standard payments. The payment will be released or canceled pending the review. There is no expediting this request
What is the procedure to activate a Credit Card?
1. Login to TCI
2. Click Activate Card from the workflow
3. Choose whether the cards have been received
4. Select the card from the list
5. Enter the CVV
6. Advise the member to destroy old cards, remove the sticker, and sign the card
Which tab in Compass would show if the member has a Discrepant Activity alert on their Zelle profile?
Customer Profile
If you get a FICO call and the member is attempting to do a transaction that is valid but was declined for Suspected Fraud, what are the procedures?
This is an Outbound Call and the member does not have a Codeword
1.Complete Watch Status Adjustment workflow to validate the transactions
2. Ask member to reattempt
3. If still declining, Rule abatement (Card watch + VRM Exclusion),
What are our steps if a Trust Savings Account will not allow a member to make a Mobile Deposit into it? Also what is the workaround for the member?
Submit a Digital Support Ticket if a member reports this issue. Member may submit deposit via alternate accounts within the Trust
What do we do if we see all 7's or 9's in the phone number field in TCI and the member wants to update their phone number in TCI?
Do not update the phone number by removing the 7s or 9s.
Place a memo on the account with the new telephone number.