Process Quality
True or False
It is acceptable for us to inform the client of the last 4 numbers of the card number in question if the client isn't sure of which card is compromised
False
We don't actively disclose out client information (emails, phone numbers - even last 4, card numbers - even last 4, address, etc...)
The client needs to be the one giving us this information!
**Disclosing account information will result in coaching opportunity and a 10 point deduction from CXC**
True or False
It is acceptable to click VERIFIED before we fully authenticate the client
False
**Clicking the options before client is authenticated will result in a 10 point deduction from CXC**
What is the goal score for CE and PQ?
92.5% for both PQ and CE
True or False
If the client can't pass HRA we cant proceed with their fraud case, cant tag transactions as NF, and cant unblock their card
True
**BONUS**
In case of a site emergency where we need to evacuate the building, where do we meet up to ensure everyone got out safely? Can we use the elevators to exit the floor?
The handicap parking area is the designated zone
No, elevators can not be used. Must use staircase 4 and 5
If your call disconnects in the middle of helping the client, what is required for you to do?
Call the client back
**Failure to not call the client back will result in a coaching opportunity and a 20 point deduction from CXC**
When reissuing a new card (Truist or hST) for a client we should advise them of what?
Timeframe of delivery
Notify merchant and payees of new card #
PIN will remain the same
**Failure to review turnaround time and disclosures will result in a coaching opportunity and a 10 point deduction from CXC**
We should be obtaining what from the client (or teammate) BEFORE authenticating and BEFORE accepting any client information?
Reason for calling
**When teammates calls in and we obtain the reason for calling we can then proceed with authenticating them. This needs to be done BEFORE accepting client information**
**BONUS**
List out every system you will use and what you will do in this sytem when a hST client calls in about a fraud alert they received and they see the transaction is pending
FDWC to review fraud alert
nCITE to block and reissue card
RETS to submit claim on the pending transaction
What are the AS&C hours of operation?
24/7 Monday-Sunday
If a client has a pending fraud transaction (ACH and Debit Card) what available options would we provide them to try to get this payment stopped/removed?
ACH - stop payment for $35 but not guaranteed since already in process
Debit Card - if sig based, merchant can send over the release hold documents through fax or email
**Failure to provide accurate information will result in a coaching opportunity and a 10 point deduction from CXC**
BEFORE we assist our client with their request we should be reviewing ALL of the __ & the __
notes (CIF Comments & ServiceView memos if client calling about their Truist CC)
ownership tab
**Failure to review will result in a 10 point deduction from CXC**
**BONUS**
Within how many seconds should calls be answered and disconnected?
After how many seconds of silence should we reach back out to the client and set accurate hold expectations?
5 seconds - anything more is considered call avoidance
20 seconds
**Failure to not set accurate hold times or answer/disconnect calls in a timely manner can lead to coaching opportunity and a 10 point deduction from CXC**
For hST credit cards the last question in RETS during a case set up is "Is this a Commercial Card or Purchasing Card?" Yes or No -- what is the correct way to answer this RETS question?
Teammate should answer
‘Yes’ - if card belongs to Corporate Credit Card or Purchasing Card BIN
'No' - for all other account types
How do you get coded for system issues when having computer problems?
Let supervisor know beforehand, provide them with times of system issue.
Contact helpdesk if restarting doesn't resolve the issue and obtain INC #.
List out at least 4 AS&C requests that require HRA
1 - Marking NF for Visa Falcon
2 - Marking NF for FIS Falcon
3 - Client wants card rushed
4 - Client wants to change address and order a new card
5 - Arcot
**BONUS**
If a client or non client is expressing dissatisfaction about Truist's practices, products or services, or an allegation of wrongful or unethical conduct by Teammates, Affiliates or Third Party Suppliers we should be submitting a ___
complaint!
**Failure to submit complaint will result in coaching opportunity and a 20 point deduction from CXC**
To provide a distinguished client experience to our clients who have been victims of fraud/scams, we should proactively do what to help ease their concerns and help them feel we will do everything we can to fix this issue for them?
Empathize and apologize
"I'm so sorry that this happened but I would be more than happy to help and see what we can do to fix this for you"
Educate to avoid future fraud and scams
Let them know all of the necessary steps we will have to take and explain to them why we have to do this (block cards, accounts, etc...)
"For the security of the account and to avoid further fraud we will have to..."
If the card does not show in RETS when trying to submit a claim, what workaround can we do to ensure we submit a claim for the client?
RETS Offline Form
Which department can assist a client who indicates they set up a bill pay through the Truist OLB for the wrong amount, the wrong merchant, or merchant has not received yet?
OLB - 844-487-8478 and select the OLB options
**BONUS**
To avoid unnecessarily authenticating a client who may need to be transferred, what is the correct Truist intro we should be saying on our calls?
What is the 2WC scripting?
“Thank you for calling Truist, my name is _______. How may I help you?”
“Thank you for responding to the alert my name is _______. May I have your name?”
**Failure to say correct scripting will result in a 10 point deduction from CXC**
List out 3 different scenarios in which you would need to leave notes/CIF comments
1. ATM/Debit Card Maintenance (blocking, unblocking, cm41)
2. Creating RETS case
3. Creating CFC case
4. Client failed HRA/authentication
**Failure to leave notes will result in coaching opportunity and a 20 point deduction from CXC**
If the full card number is not being provided by the 2wc system we should immediately __
connect the call
**Failure to connect the call immediately will result in coaching opportunity and a 20 point deduction from CXC**
1. Advise them to change OLB credentials
2. Advise them that a claim can be submitted once zelle's post
3. Refer them to speak with Fraud Repair to possibly reopen new account due to information now being compromised
When my TL and coach aren't available, who can I reach out to for assistance?
The TCC Account Security & Claims chat