Card Decline
What doc will explain any decline codes that you see in PCCS?
Debit Card, ATM Card or Now Card Transaction and Decline Code Information
The fee for a stop payment on a lost blank check
CD/IRA questions
NO (cd/IRA)
Customer requests copy of statement to be mailed
Submitting a Copy Request Ticket
To submit a Copy Request, select Letters/Support Quest Ticket from the Applications dropdown in RAMS. Bankers can also find the Support Services Quest Ticket under the Forms dropdown on the homepage of KRIS.
Select Copy Request for Type of Inquiry.
Note: If the address entered does not match the address on file for the customer, the Quest ticket will be rejected.
If the customer is FI-disabled and out of footprint and requesting a statement copy, confirm their address is up to date. If their address on file is not up to date, they may mail in a notarized request to change their address but the quest ticket will be rejected.
Please utilize the following suggested scripting:
“Thank you for your patience as I am working to order a statement for you. Since the address you have is not up to date, you can submit a notarized request to change the address. Requests should be mailed to Requests should be mailed to (read below). After you submit the request and the address is updated, you can call back to request a copy of your statement. You can also call 1-800-Regions for account balance information."
This type of pin is used to collect information from the automated phone system, is not related to a checkcard pin
When a customer tells you that their card is declining, what do you do?
Ask for the last 4 of the card, access that PAN screen, check PCCS for any declines
External transfer fees (Standard and Next Business Day)
What is $3 (standard) & $7 (next business day)
NO (credit servicing)
Authentication process for an unidentified FICO caller
FICO IVR states "unidentified cardholder" or "customer did not authenticate":
Bankers should follow the standard Pindrop authentication process based on the customer's fraud risk color.
Consider the suggested scripting for customers who are scored as Red PinDrop:
“I apologize but I am unable to locate an account with the information provided. You may easily manage your account(s) through your Online Banking or by visiting a local Regions branch with photo ID."
If the phone number is not provided via the FICO IVR, but appears in RAMS, it must be authenticated and can be used as one of the authentication items.
For customers identified through the FICO IVR as an "unidentified cardholder", it may raise concern with that caller that we must obtain identifying information such as their account number or Social Security Number in order to access their profile and provide assistance.
Consider the suggested scripting below to prepare customers for the authentication questions:
“Hello, my name is _______ with Regions Bank. I understand there is a suspicious transaction on your account, and you would like more information. To review the transaction(s) in question and ensure your account is secure, I will need to get some additional information from you. May I please have your account number in order to review your account?”
Always ask for the customer's account number first. If the customer is not able to provide their account number, you may ask for their Social Security Number.
If the customer states they do not feel comfortable providing this information, refer to the scripting below:
“Mr./Ms. Customer, I understand why you may be hesitant to provide this information. If you do not feel comfortable handling this over the phone, you have the option to close your card and dispute transactions through your Online Banking profile, or by visiting a local branch.”
default purchase limit and ATM limit for a checkcard
What is $5,000 and $808?
PCCS gives you a decline code of 059, what are your next steps/what do you tell your customer?
059 - Risky Token Provisioning
Mobile Deposit Fees for "Available Immediately"
What is
Customer wants to place a stop payment for transaction currently pending on account
NO - need to wait for it to post and then we can dispute
FICO CALL - debit card - transaction not authorized
Debit Card:
Check the status of the card to determine if auto reissue was applied.
If the card was closed:
"Mr./Ms. Customer, the response to the alert confirming the transaction was unauthorized resulted in the card being closed and a new one being sent the address on file. Please allow 5-7 business days for delivery. You should also receive confirmation of this change via email."
If the card has not been closed:
"Mr./Ms. Customer, since you have confirmed the transaction was not authorized, we will need to close the existing card and send you a new card to prevent continued unauthorized activity. Can you please confirm your address? [customer confirms address] Thank you. Now, I'm going to connect you back to the automated system to reissue your card. If any unauthorized transactions post to your account, give us a call back to file a dispute."
Connect the customer to 800-295- VISA (8472)
Advise the customer to press option 3 to report card lost/stolen
Select option 1 for debit card
Customer will enter social security number
Customer will enter the account number associated with the card
Customer will enter the zip code to order new card
If the address provided does not match the address on file, refer to the Incorrect Address section of this document below.
Explain the difference between a Fraud and Merchant dispute
Fraud: did not authorize
Merchant: authorized but there is a problem
If a customers card is "blocked" and you check PCCS and are showing a 094 decline code for their latest transaction, what do you do?
1. Ask if the transaction was authorized by the cx
2. If yes, transfer to debit card fraud monitoring to unblock
If no, close card immediately and get a new one to the cx.
Processing fee for Garnishment
Bonus: is it refundable?
100
NO!
Consumer customer needs to file stop payment for ACH transaction
YESSS!
Stop Payment process for ACH (has posted to account 3x before)
How to Place a Stop Payment on an ACH Item
Parts 1 & 2
Explain the difference between a Stop Payment and a Dispute
Stop Payment: stops a future payment from being drafted from an account
Dispute: a problem with a transaction that has posted to the account, customer wants their money back.
If a customers card is "open" and you check PCCS and are showing a 094 decline code for their latest transaction, what do you do?
Nothing. Card is open and ready to go.
Ms. Green calls in and is upset about being assessed a monthly fee on her LifeGreen checking, she explains that she receives a Social Security deposit every month for $475 which should waive her monthly fee. Is this bank error, or what would you explain to the customer?
Consumer customer needs to dispute ACH transaction
NO (transfer to ACH disputes)
True or False - When filing a claim for a customer, there is no need to give the claim ID as it is emailed to them.
FALSE
If an address is changed, what is the timeframe before we can order a means of negotiation on the account? (ex: card or checks)
What is 7 days?