Procedure
This is the correct sequence to use your resources.
What is: HUB, Agent resources, Coach Gate
What is: A business account
This page in the HUB is where you would find the definitions of the relationships between signors and accounts.
What is: Account Ownership Types.
This is the standard delivery time frame for a debit card order.
What is: 7-10 business days.
Which ticket is used to report a broken First Merchants ATM.
What is Card/ATM and Mobile Wallet Issues?
What are three additional resources that can be used before calling Coach Gate?
What is: Website, Special Bulletins, Chatter
If a call came in yellow and the information is for John that is showing in Noble, but it is Jane that speaks first, what must be done?
What is: Complete full verification as though it came in red.
This HUB page lists definitions of bank jargon.
What is: Common Definitions.
A customer has how many days to validate a transaction.
What is: 7
This is the ticket used to request a new Intercept password.
What is a General Ticket?
When transferring to a banking center agents are required to do what?
What is: Attempt to verify caller, warm transfer, and provide caller information to receiving agent.
Name at least three types of callers that cannot be provided any account specific information.
What is: Wards, third parties, beneficiary, In Trust For, and POA's w/ customer that has passed.
This HUB page is where you would go to view if a consumer can receive electronic documents for their account or not.
What is: Consumer eStatements.
This debit card number cannot be duplicated.
What is an FPI debit card?
A paper debit card order form is attached to this ticket.
What is: MyOps
If a caller demands to speak to the banking center, what are the required steps?
What is: attempt to verify and assist and if unable to; connect to requested banking center, warm transfer, advise receiving agent of caller's request, advise the caller is not verified.
These types of accounts are to always be verified as a business.
What is Trust, Escrow, and IOLTA.
This is the name of the document that should be viewed when a customer's debit card is not working in a foreign country.
What is: ARB Rules for Customer Care
This type of debit card can receive a temporary PIN from Noble.
What is: FPI or Instant Issue
This ticket is used by employees to request a refund.
What is MyHR ticket?
If a customer suspects ACH fraud on their account and they request the merchant's phone number, this is one thing an agent must never do.
What is: Google the merchant and provide the information.
If a signor calls in for a business and then asks about a different business with separate TIN, what additional information must be requested in order to discuss?
What is: the name of the business.
This is where you would find out what that little red asterisk means.
What is: Viewing Debit Card Transactions in Intercept and Horizon
If the customer opts in, the customer may use their debit card to make transactions if the funds are not available in the account.
What is Reg E?
This type of in person pending deposit is ineligible for a temporary debit card limit increase.
What is a check deposit?