Disclosures
Are you the owner or _____ of the bank account ending in ****?
authorized signer
When there is a SSN alert on the account to whom are we able to release this info too ?
Only the PCM or SCM
When processing payments what are the 2 type of accounts that a payment can be processed from?
checking or savings
where do you go to find out if cm is enrolled in the 5% cbb rewards for the current quarter ?
if a cm has a overpayment , and request Refund
What Article do we use?
Credit Balance and Account Payment Refunds Procedure
When an additional caller joins the call what is the required verbatim disclosure we must state?
This call may be monitored and recorded
If a cm is closing their account because they are departing the us but they still have a balance. Are we required to retrieve new address ?
Yes you must update to new address so that can still receive info pertaining to their account
Can a cm with an account in normal status process a payment using a debit card ?
No
In the rewards hub what tab can you find the specific rewards offered for that cm's specific card ?
Required Talking Points
a cm calls in to find out why they transaction was declined . What article can we find declined code reasons?
Declined Authorization Procedure
When reading a disclosure if a word is abbreviated can you read it as an abbreviation or you must say the correct word it represents ?
You can do both
if a person has a disability that is mentioned on the call, what should the Agent do next
you would offer Assistance line for cm to call, refer to Article below; if they refuse you may continue to try to help cm
ADA Accommodations Handling for Americans with Disabilities ACt
Where do you transfer cm when they want to make a payment on a revoked account?
Portfolio Verification
How long does it take for rewards to post to the reward bank ?
1-2 Billing cycles
cm is locked out of their online account and stated they cant log in what article do we use
Account Center Procedure
On the Cell phone Consent Disclosures what are the required components to read to the cm?
You must read the entire Verbatim, including the name and phone number listed, after the cm has said the phone# to you
When processing a cash into checking what are the main components to go over with the cm ?
\
what is the maximum late fee adjustments allowed?
Maximum of 3 CSE Late Fee adjustments allowed per account per 12 month rolling period.
what does it mean when a cm has a negative reward balance ?
They redeemed their reward balance then did a merchant return so the rewards are reduced based on the amount earned when the purchase was made.
A debt collector wants to process a overnight payment for a cm. What article can we find that address?
Payment Addresses Base Document
what are you required to say if another person comes in on the call and what are you required to do next if they are not listed on the account
you must read the call recording disclosure verbatim, & notate the the account: pcm/scm gave permission to speak with the tp
What are the 3 reasons that allows an agent to close an account front line ?
Divorce / Domestic
Depart US
Delinquent
where do you transfer cm if their payment is pending/under review and they have further questions?
CPS (Security)-Kitenet/Payment Review Team
How many electronic deposits can a cm redeem from rewards per day ?
Cm can redeem 1 electronic payment per day by phone but more on account center or the mobile app
Customer has an emergency but does not have enough available credit and has a pending payment scheduled for same day by payment cut-off time for the amount needed- what article do you use
Authorizations-FORCED Procedure