Regulatory Risks
Who is EMBU for?
What is Active duty military and veterans in their first 180 days.
Can you file more than one dispute at a time?
What is only for fraud disputes.
What is the maximum number of complaints you can file on a single call?
What is as many as are presented during the call.
DAILY DOUBLE:
What do we use in Account Services to reissue cards?
What is Card maintenance and/or ICDP.
What does APR stand for?
What is Annual Percentage Rate.
What is the originating channel for DCNs?
What is Claims – Credit Claims.
How long does it take to process a dispute?
what is two billing cycles not to exceed 90 days.
What is the name of the complaint you would file for a client who has a declined transaction you cannot see in Synergy?
What is Card Block/Decline Frustration – No Bank Decline.
What does STACI stand for?
What is Status Tracking Application – Card Issuance.
What is the difference between a fixed and a variable rate?
What is Variable credit card rates have a margin that is added to the wall street journal prime rate to confirm the APR. Fixed rates do not fluctuate with changes to Prime Rate.
How long is the warm transfer to EMBU?
What is two minutes.
What should be done before ending a call with a client who could not dispute a pending charge as a billing dispute?
What is offer self-service option/Digital 1st.
True or False: All declines are complaints.
What is False.
When do you use the Balance Transfer link in Account Services?
What is Check the status of a new balance transfer or direct deposit but you will NOT initiate a new BT and DD.
When does interest start accruing?
What is interest accrues on credit card balances from the date the statement issued until the date the bill is paid.
How many times do you need to say the call recording disclosure when connecting to the Language Line?
What is at least three times.
How long does a client have to file a claim in online/mobile banking?
What is 90 days.
What is the bank definition of a complaint?
What is any concern or grievance with a bank product, service, or employee conduct.
How do you get the option to reset Bill Pay?
What is OLB/Mobile Profile Icon and open account services - Quick Links.
What is the first step when the client is requesting us to lower their APR?
What is Check opportunities for Retention – APR.
How do you tell when someone is in the military?
what is that they tell you/context clues.
When disputing for Billed More than Once, what about the transactions has to be identical?
What is Merchant name, amount, and transaction date.
What do we use to submit a name change for the account?
What is Letters.
What is the formula for calculating interest?
What is average daily balance x number of days x daily periodic rate (APR x 0.01 divided by 365).