Security
What tool is used to verify the customer ?
Security guideline worksheet
To check on the shipping status for a customer's debit card. What system do you use? Bonus: What screen ?
FDR, CIU Screen
What system do you use to look up policies and procedures?
KB Articles
True or false: We can place the customer on hold for as a long as we need to.
False; 2 minute hold time
Can you name three actor that play the role of Batman ?
Robert Pattinson, Ben Affleck, Christian Bale, George Clooney, Val Kilmer, Michael Keaton, Adam West, Robert Lowery, Lewis G. Wilson, Iain Glen, and David Mazouz
For non Maintenance , what security, you need to verify ?
verify name, 2 mandatory and 2 additional
Password reset ?
Q2 central/Pilot
Which KB article lists the pay point payment limit ?
KB0016358
Once the customer states their concern, what is the next step ?
Disposition the call
What is the name of the popular social media app that allows users to create short videos set to music?
TIKTOK
If a customer wants to order new checks, what kind of security would you verify?
verify name 2 mandatory and 2 additional and OTP,
Where do you go to order to checks for customer?
Harland Clarke
Which KB article provided the codes to place a merchant strategy ?
KB0016333
What do you do when call come in ?
Greet the customer
What does “smh” stand for?
Shake my head
True or False: When resetting a Password in Q2 Central, you do not need to complete OTP?
False
True or False: There is only 1 system that you use to place a travel notice on a card?
False, Pathway/ FDR
Which KB Article provides the loan payment verbiage?
KB0016361
If the customer is not stating their concern clearly, you should ?
Probe the customer
Who coined the phrase “hot girl summer”?
Megan Thee Stallion
Customer calls in with PIN verified, and wants to check their account balance, and update their address, what other security is needed ?
verify name, 1 Mandatory, 2 additional and OTP
What system does the customer used to pay a company ?
Bill Pay
What KB article provided steps to assist a customer with a charged off account?
KB0016243
True or false: Once you're finished assisting the customer, you simply hang up.
False, recap, leave notes, need to express survey verbiage, disconnect via interaction
What hamster-like creature was all the rage in the late 90s?
Furbies