Soft Skills
Tools
Sutherland
Product Knowledge
Enfact
100

What is three soft skills important in Fiserv operation?

(multiple correct answers)

Empathy

Positive Positioning 

Voice Inflection

Building Rapport

Active Listening 


100

Where do we listen calls?

Verint 

100

Who is the Country Head?

Claude Duncan

100

What does Card Services provide?

Debit and credit card support

100

What is the main fraud type in Card Care?

Counterfeit


200

Name three types of challenging cardholders

Indecisive 

No Boundaries

The Complainer

Know-it-all

Bully

200

What is the name of the tools used for our courses?

Xchange


200

Who is the Account Manager of Fiserv?

Nickeisha Montgomery

200

What is Card Care?

A specialized skill

200

How are cardholder's notified of a fraud alert? (multiple correct answers)

Phone call

Text message/SMS

Email

300

What emotion is involved in soft skills?

Empathy

300

What is the name of Fiserv World?

Remote Desktop

300

Who is the Head of HR

Venton Brown
300

Name 3 Expanded Services (multiple correct answers)

Rush Card Order

Limit Adjustment

Travel Exemption

Declined Transaction Overrides

Pin Reissues

300

What is the first thing we ask for if a cardholder received a fraud alert?

The case number

400

What is the questioning skills used when requesting information from a cardholder?

Probing

400

Name 3 tools in Remote Desktop (multiple correct answers)

Client 360 

Verint 

Genesys Sattelite

Knowledge Bank

Smart Guide 


400

Who is the Senior Team Member for Fiserv?

Christan Bell

400

Name 3 Primary Services

Enfact prevention

Card Activations

Lost/Stolen

400

How does Enfact score a transaction?

Based on it's probability of being fraudulent

500

How does soft skills directly affect our cardholders?

(3 correct answers)

Empowerment 

Willingness

Reassurance 

Owership

500

What is the first tool that must be connected in Fiserv world?

Zscaler

500

Who is the HR Rep for Fiserv?

Yolanda Smith


500

What are Card Care's hours of Operation?

7am - 9pm

8am - 10pm

500

A fraudster obtains pre approved for a credit/debit card, loans etc etc., What fraud type am I?

Application Fraud

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