All Things DTS
When filing both manual and posted transactions, should you start with the manual transactions and then posted? Or the other way around?
When should I go not responding?
NEVER! Unless the system glitches.
Which manager has a fear of flying but loves cruises?
Dom
When would you use POS - Duplicate posted transaction?
When the cardholder authorized the transaction and claims the merchant posted duplicate amounts for the same goods or services.
When are you expected to be on queue, idle, and be available to take calls?
By your scheduled start time
ACH disputes need to be signed by who?
YOU! You need to enter your email and sign "Verbal Authorization" for the member.
At the end of the day in Genesys, what should you do?
Logout! Do not just close the tab
Which manager owns a gym?
Geoff
When would you use the dispute reason Goods/Services not received?
When the cardholder authorized the transaction and claims they did not receive the goods or services from their purchase with the merchant.
Who should you call/text if you are running late/calling off?
Dom, Ariana, and Kyle
True or False? We only use DTS for ACH and debit card disputes.
False! ATM disputes are also filed inside DTS.
What are the limits for Member Service Specialist for all 3 types?
$1000 for unrelated transfers
$5000 for related transfers
$5000 for SWBC
Kyle
Which dispute reason would you use when the cardholder authorized the transaction and claims a merchant promised to provide a refund and the refund was never processed?
Refund not received.
How early should you go into a "meeting" status before a team meeting?
5 minutes
If you are unsure of which dispute reason to select for a dispute, what DTS feature can you use to ensure you select the correct reason?
The reason detail next to the selection bar.
What happens if you have a scheduled flex day but call off after working the previous Saturday?
Flex time is applied to the day you called out, and you would work an 8 hour day on the scheduled flex day.
Which manager loves to vacation at the beach, but is terrified of the ocean?
Ariana
Which dispute reason would you use when the cardholder authorized the transaction and is claiming the goods or services were not received as expected?
Goods/services received but not as expected.
When can you log off for the day if in the phone queue?
After the all clear is sent, you are not on an interaction, and you have all work done that is time sensitive.
True or False? If a member calls in and they say they know nothing about a debit card transaction, we should label it as fraud.
FALSE! We need more information. The only time we use fraud is when the card was never authorized to be used by the merchant. We may need to look deeper at the transaction or ask additional questions to determine what the reason is.
What are the Member Services Department Core Goals?
Abandon Rate, Service Score, Checking Accounts, and Credit Cards
Which manager graduated from Marion University?
Allie
When would you use the dispute reason Fraud (unauthorized)?
When the member has no knowledge of the transactions. They did not authorize the merchant to debit their account. They did not give anyone else permission to use the debit card/PIN.
When should you use DNA notes and when should you use MS Referrals email for referrals?
DNA notes should be used every time the person calling in has a DNA profile. If they are not a member, use MS Referrals and make sure you get the correct spelling of their name!