ANZ
The ANZ New Zealand mobile banking app is also called _______ app.
GoMoney
The source of truth, the "bible" of our operational processes and guidelines.
KnowHow/Knosys
_______ is an extra security layer for online card payments, verifying the legitimate cardholder with a one-time code, password, or biometric scan, preventing fraud and reducing chargebacks by adding authentication beyond just card details.
3D Secure (3DS)
An act in which the customer is pressured, deceived, or enticed into making time critical decisions that may potentially compromise their bank accounts, funds, and/or personal information.
Scam
What is the most popular women’s sport in New Zealand?
Netball
What is the bank information we use that is UNIQUE for EACH customers?
RM
What does TLCM stands for?
Token Life-Cycle Management
How many transactions can be disputed over the lifecycle of a card?
35
What KPI is used to measure operational discipline by ensuring that employee spends working according to their planned schedule versus the actual time worked.
Schedule Adherence
What holiday is celebrated every first Monday of June?
King's Birthday
An expression of dissatisfaction made to or about an organisation, related to is products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.
Complaint
____ is tool that has the ability to interact with bank core systems. It is known as a central platform to handle end-to-end business processes and has the ability to report workflow tasks all from a single platform. It is the new workflow tool for all Issuing Disputes.
During authentication, if a customer was not able to perform the logout/login procedure in IB/GoMoney, and has also failed 2 out of the 3 manual ID questions, what is the next step?
Ask 1 more DIVERTIVE/PRETENSE question before RTB.
After assisting our customers with their dispute/transaction related concern(s), we must always _______ our customers as a proactive approach in prevention.
Which work sector in New Zealand has the highest employment numbers?
Services
VDBT card numbers starts with (6 digits)
4835 61XX XXXX XXXX
_______ is the web-based tool where we lodge complaints/problems. It is also used for escalations to seniors/managers.
Salesforce
What is the delivery timeframe and fee of a credit card replacement when sent to an ANZ branch?
$10 (replacement and courier fee)
What is the target percentage range to get a "Meets" score under Customer Empowerment.
80% to 90%
If the customer requests for a call back tomorrow at 14:30PM New Zealand time, what time are you suppose to call them in Manila time?
9:30AM Manila time
Mobile Wallet Biometric (fingerprint or facial recognition)
_________ is the specific reference information particular for each transaction under a KTA case.
Acquirer Reference Number (ARN)
"Our calls are recorded for quality and accuracy purposes"
What is the full name of the Head of CSO NZ Manila?
Abigail Marie Rivas
Labour day is celebrated in New Zealand every ________.
Clue: (date, week, and month)
fourth Monday of October