WeCare
Addressing the customer by __________ adds a personal touch.
What is first name?
How we tell the customer thier balance if the start of day is different from available balance on CPS.
What is give them both balances?
The 2 types of authentication.
What are Standard and Enhanced Authentication?
The system we use to place a Stop Payment.
What is CPS?
Our main servicing system that shows us our customer's transactions and account balance.
What is CPS?
Provide an example of how you would place the customer on hold using weCare.
bankers can use their own wording but needs to ask the customer to be placed on hold
True or False: We can give our customer their account number after we enhance authenticate them.
False; we never give a customer their account number.
3 things needed for standard authentication.
Will accept:
Full name, first 5 of SSN, and Account/card number
OR
Full name, 1 additional question, and FULL ssn or acct/card number.
Type of dispute that requires us to read an additional disclosure from Knowledge Now.
What is an ACH dispute?
The system we use to put customers on hold.
What is Genesys?
What does the 'CARE' in weCARE stand for?
Connect with Empathy
Assess
Resolve
End Positively Express Gratitude and Educate
The card status that indicates we suspect fraudulent acivity on the card
What is Warm Status?
The type of Authentication need for balance and transaction inquiries.
What is Standard Authentication?
The number of days we must wait to order a new card for a customer that updates their address.
What is 15 days?
The system we use to find information on customer's transactions older than 90 days.
What is OnDemand? (view old statements)
Name 2 things that are considered value-added services
Digital Demos (ex. Online Banking)
Additional Products (Growth Referral)
Changes to existing products that couold benefit customer
In Pep+, this is the TC number we would see that indicates the ACH is a Credit.
What is 22?
The type of authentication needed to activate a debit card.
What is Enhanced?
this must be done when filing a fraud debit card dispute.
What is Place the debit card in L/S?
the system we use to view check images that are older than 90 days.
What is CTA?
Name 1 of 2 ways to close the call utilizing WeCare.
“Thank you for banking with M&T, we appreciate your business, or “Thank you for banking with M&T, have a nice day”, unless there is a specific reason to avoid this statement (i.e. The caller is not a customer).
Steps to follow when our customer has a 338 decline code on their card and they confirm they ARE trying to make that transaction.
The authentication process to give out a customer's online USER ID.
What is Enhanced authentication AND 2 out of pocket questions?
The 3 restraints we are able to place on a customer's account
1-7 (Fraud - compromised account suspected or confirmed)
1-8 (Account Alert - Check Comments)
1-29 (Account Replacement - Customer believes their account number or check book may be compromised, lost, or stolen, but no fraudulent transactions have yet occurred)
The system inside of TPX we use to see future ACH transactions
What is PEP+?