Client/Interaction
What information do we use to validate a client during an outbound call?
Client's first and last name
True or False
Not all dissatisfaction needs to be logged.
A: False
What does TC code 3006 indicate?
A: Merchant Credit
What tool/system do we use to identify a token/device name?
A: PSP
A transaction that is elgible for chargeback is referred for challenge.
What next steps do we take?
A: Attempt to submit for chargeback; document and send a coaching email with agent info to leader.
How do we identify a VIP client?
A: Check for VIP indicators on Ecif or Ts2
Name 2 things we can not include in our ecrm complaint?
A: 1) Card number 2) Client's address 3) IP address 4)Name 5) email
What is the difference between the AZ and AG function?
A: Az is used to transfer a dr/cr to another card & AG is used to transfer a Dr/cr to/from GL
Where and how do we find the passenger information for an airline transaction?
A: On Ts2 by opening the transaction and clicking F5
or CRS > click transaction details then view reservation details
Does the following transaction have chargeback rights and why?
1001 1223 1226 45.03 74529005308920226178709T THRIFTY FOODS # VICTOR BC
No it does not.
Txn date is Dec 23 and post date is Dec 25.
We have 120 days from the txn date to submit chargeback. Therefore we are out of timeframe.
If a client interupts you while reading the notice of taping, what does KC specify to mention?
A: This call will be recorded
During a client interactioin, client stated "The ATM machine did not give me an option to select the Debit card, which made me spend time to go to different location, I don’t like that" - Is this a complaint you should log?
A: YES
What is the tracking and memo type we use when applying customer service gestures?
A: Serv CS
Name 1 log we retrieve on PostEdge during the ABM Log retreival process?
A: Deposit Microfilm Cross Reference / Instant Teller Log / Interac SCD Settlement Report
Name three scenarios where a MOTO 7 transaction is not eligible for chargeback.
1) late reporting 2) crs error 3) TNFA 4)processed as both moto 5 & moto 7
How would you validate whether a client responded to an FRM alert?
A: on Ts2 - Check IAED memos or MPTI Screen. On PRM - check prm notes or there would be an empty line followed by the yellow line
In a scenario, where a client is upset over a liability decision and you offer a CSG and client accepts. What are the next steps of action you take (include actions taken on all systems to resolve this case)?
A: Log ECRM compaint with the necessary details, Add settlement and resolve complaint as "resolved processing completed", close crs case, apply manual csg credit on Ts2 and add serv cs memo)
What is this term called?
This term refers to the four-digit number assigned to every merchant to classify the type of business.
MCC
Merchant Category Code
In PRM, What does Response Code “00” mean?
A: Approved.
There is 1 KC page for fraud claims, What is the name/title of the KC page?
A: Resolve Challenge Cases on CRS
What is the notice of taping verbatim?
What is the EDR discloser verbatim?
"Do you agree to receive all regulatory documents related to this complaint through email?"
Just by looking at this exact transaction below, Why would this charge not be eligible for chargeback?
0101 0406 0412 27.85 24794876044900015859384 ARMORPROSHIELD.
A: Because it is an internal Debit
What are the 2 systems used to read any information/notes related to the debit card fraud?
A: PRM & FLCM
For a chip and pin charge, how do we identify an actual pin use?
A: Should have one of the following (apart from the fallback, if fallback S then it confirms PIN was not used)
TVR = 15 and/or CVR value = 02 or 16 or 17