PRG Time
Claim to Fame
Transfer Me Baby
Swiper No Swiping
Linked In
100
Give a name of a Chase credit card that we offer
Chase Freedom, Sapphire, Slate
100
Mr. Omega is calling to dispute a single debit card charge from Target that is amounting to $50.00. He said that the charge was supposed to be $35.00 only. What do you do?
File a Claim
100
Customer is trying to make an online purchase using his debit card but is encountering an error message. You checked in ATM/POS declines in CA and you saw Error Code 059 Card Restricted for Fraud Review. Where do you transfer the customer?
DCFP
100
Approximately how many calendar days will the new debit card be delivered?
10 calendar days
100
What links in Customer Assist will you use to stop an existing Pre-Authorized Transfer?
Account Maintenance>Pre-Authorized Transfers
200
Give 1 grandfathered Checking Account.
Better Banking Checking Chase Checking Premier Checking Workplace Checking
200
Ms. Romero calls to ask help because she sees a duplicate charge from Best Buy amounting to $150.00 that got posted to her checking account. She informs you that the charge is supposed to go thru only once. What do you do?
Connect and Introduce to Claims
200
The customer would like to make a loan payment over the phone but his Mortgage account is 30 days past due. Where will you transfer the caller?
Mortgage Department
200
Can we re-issue a debit card when the customer changed his address within the last 35 days? YES or NO?
Yes
200
The customer sees a pending debit card transaction for $75 from Walmart and he has already spoken to the merchant to have it cancelled. Customer would like you to remove it and get the credit right away, what link in CA will you click?
Monetary Transactions>Remove Pending Debit Card Transactions
300
Give 1 checking account that DOES NOT get assessed the $30 Stop Payment Fee?
Premier Platinum Checking Account
300
Ms. Po has a disputed debit card transaction worth $45 that also caused her account to be charged one $34 NSF fee. She wants to have both the charge and the fee refunded. What will you do?
File the claim and inform the customer that the fee will be refunded in 1-2 business days since it will be Customer Claims Department who will process the refund after the claim is validated.
300
The customer has a Do No Transaction alert on the account where will you transfer?
Fraud Hotline
300
How long will the PIN mailer arrive?
10-13 calendar days
300
The customer wrote out a check to their charity for $56.00 but the account was debited for $560.00 where do you go in CA to assist the customer?
Research>Transaction Posted Incorrectly
400
For Chase Savings what should be the amount of the repeating transfer in order to waive the Monthly Service Fee?
$25 each month
400
Mr. Sanchez is calling to remove a pending debit card transaction from Best Buy for $150. Customer already called the merchant and they will void the transaction but cust wants the credit applied right away since it's a big amount. What should the CSS do?
CSS can process Remove Pending Debit Card Transaction
400
The customer would like to open a new Chase Savings account to pair it up with his existing Total Checking account. The customer is on a wheelchair right now and cannot go online or to the branch to open the account. Where will you transfer the call?
Sales: Personal
400
Customer lost their debit card, can the customer get both an Instant Issue debit card from the branch today and a rushed debit card from you (the CSS handling the call)?
No since there should only be one card linked to the checking account. Let the customer decide which card they would like to get.
400
The customer would like to close their sole-owned Total Checking account and you confirmed that he has met all requirements for simple account closure. Where do you go to process this?
Account Maintenance>Account Close
500
For the grandfathered Chase Checking account give 1 way to avoid the Monthly Service Fee.
Five or more debit card purchases posted in a statement period OR Monthly direct deposits totaling $500 or more made to this account in a statement period OR $5,000 monthly average ledger balance in the account
500
Ms. Ortega calls in to find out that her Liquid account has a duplicate pending charge for $260.00 and she tells you that she is supposed to be charged once on her liquid card. What should CSS do?
Connect and Introduce to Escalations
500
The customer would like to close his joint owned Premier Plus checking account since he will be moving to a new state which has no Chase branch. Where will you transfer the customer to complete the closure request?
Escalation (Retention)
500
The customer is from Portland, Oregon and lost their Disney debit card this morning. He is calling to verify the fastest way they can get a replacement card. What will you offer?
Rush Delivery would be the best option since Instant Issue is not available for Disney/Affinity Cards. Make sure to provide Rush Debit Card disclosures ($5 fee if applicable, Delivery timeframe and UPS may require signature)
500
The customer has a joint account and is in Kansas but there is no Chase branch that can assist her in removing a signer. Where in CA do you go to assist the caller?
Submit an AWR and follow instructions found on the Job Aid
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