Everyday Banking
Customer lost his debit card and does not want it to be shipped to his postal address because he is currently staying at his brother's house for a 3-week holiday. What form do we submit?
Placard Special Request Piriti Form
Customer saw his closed credit card account on his app and found out he got a refund from Two Degrees. Customer wants the credit to be transferred to his free up account. What form do we submit?
Credit Card Balance Transfer
What is the minimum balance required if customer wants to open a PIE term deposit and wants to invest for 2 months?
We cannot open PIE for 5,000. Minimum is 10,000
Customer made an online transaction using his card. Found out he was charged 3x and the amount was more than what he authorized. What process to we follow?
Chargebacks process
Customer is living overseas and does not have the NZ mobile number on file anymore. Customer wants to remove his mobile number. What form do we submit?
Piriti overseas customer request Form
How do we find the issue date of the customer's credit card in p1c?
Go to card level, home and type i3.
Customer wants to invest $20,000 and wants to get the interest paid out each month. What is the minimum term required?
1 year
CER(not CC trained) received a call from customer saying his IB was set to RO and card blocked by fraud. Intouch note says REFER to FRAUD or MUST CALL FRAUD. What does CER do?
Call Fraud directly. No need call credit card team.
Customer is overseas and withdrew cash at an ATM but an error popped up on the screen. Funds were deducted from the account but customer did not receive the funds. What process do we follow?
Call Chargebacks team. If unsuccessful, Fill out ATM Claim Form.
Customer wants to close his individual credit card account. His credit card is in credit($50) and wants to transfer the funds to his external bank. No pending transactions on the card. What steps do we need to take?
Block credit card, deactivate tokens, submit Credit card maintenance form. Put VD block in p1c.
CER discovered customer received a payment of $1,500 from a friend who banks with ANZ. CER asked if customer has any plans for the funds but customer said he'll be using that for expenses. Do we fill out the new money form?
Yes
Customer clicked an ad on Facebook and was routed to the Bunnings website. Customer bought an item on sale and discovered the name on the transaction is not bunnings and was charged in a foreign currency. What process do we follow?
chargebacks