Digital Options
Mr. Smith left his card at home. Name 2-3 ways he could use digital options to pay for things while he's out.
Apple/Samsung/Google Pay at ATM or merchant
ATM Access Code
Zelle the money to a family member or friend he's with and have them use their card at the ATM
The single most gift given for Valentines Day
- cards
-roses
-candy
-stuffed animals
What is "candy"
When verifying an address during card replacement, the customer is not required to say the city, state and zip as long as they give us the numbers and street address
False, Customer must say address in its entirety
Mr Smiths username displays as "Mr_Smith123" and when asked, he says, "It's MrSmith123". This is an acceptable answer
false.
Mrs. Smith needs to pay her light bill but doesn't want to give them her card info. What service could she benefit from?
Bill Pay
The first known Valentines love letter was written in what language?
-French
-Italian
-German
-English
French
Mrs. Smith calls and tells you her husbands card is lost. She and Mr. Smith have a joint account and she is fully verified. It is okay to go ahead and replace Mr. Smiths card since it is a joint account.
False, the card owner must call
When asking OOW questions one of the questions asks "what is the area code for your phone number ending in 1234" You can tell Mrs. Smith is confused and you can see her area code for that number on her profile is 540, which is one of the answer choices so it is okay to go ahead and select it for her and move on to the next question
The answers must come from the customer with no help or hint
Mrs. Smith says her husband lost his card and she would like to login online to block it. Is she able to do so?
No. Mr. Smith would need to use his own OLB for this request
What is Valentines Day referred to as in Finland?
- Pink Day
-Friends Day
-Lovers festival
-Tu B'Av
Friends Day
AT pops up and you need one more piece of information to verify Mrs. Jackson. You see she has an ATM card and AT displays the last four digits of the card so you only have to ask for the last 4 to click "yes"
False, you should click on the full card number to display and ask the customer for the full number
when receiving a relay call you must first read the call recording script and then the third party script
False, the third party script is not required for relay calls unless another person joins other than the operator and original customer
Mrs Smith misplaced her card so you block it temporarily for her. She complains about the hold time to get through to a live person. What TWO things could you offer to show her so that she doesn't need to call back later?
Replacing a card online
placing and removing a temp block
What part of the world do most Valentines roses actually come from?
-North America
-South America
-Korea
-Pacific Islands
South America
Its 3pm EST on a Tuesday and you submit a rush delivery request. your customer should receive it Friday
false, the cm should get the card on Thursday
James is helping his elderly mother, Mrs. Smith with her account. He is not on the account with her but she is next to him. You read call recording and Mrs. Smith says, "he's my son, James, and you have my permission to speak to him about my account" so you do not have to read third party since she provided all the necessary information.
False, third party must still be read in entirety
Mr and Mrs Smith share a joint checking account. This account is used under Mr. Smiths sign on information for Bill Pay. Mrs. Smith calls and asks us to place a stop payment on a bill pay check that is under Mr. Smiths bill pay. Can we do this for Mrs. Smith?
Yes. Because the funding account on Bill Pay is a joint account and Mrs. Smith is on there as a joint owner.
What popular Shakespeare play mentions Valentines Day?
-Macbeth
-Romeo and Juliet
-Hamlet
-Othello
Hamlet
Customers can opt out of the required signature for rush cards as long as their address is not a unit/apt
false, Sig is required on all deliveries.
you've just replaced a card as stolen and at the end you say "I've requested your replacement card for you. You should receive it in 5-7 calendar days. If you do not receive it in 7 calendar days please call us back. Your current PIN and Account linkages will transfer to the new card. If you have any bill payments on your card please provide those merchants with the new card number and expiration date once you receive the new card. Is this all you have to say in the required replacement script?
True/yes