Miscellaneous
Name three types of payments that cannot be made using online bill pay?
What is the difference between the send on date and deliver by date?
JA: 30375
Send On: funds will be deducted from account.
Deliver by: date cx wants those funds to arrive.
What system will we use to cancel a recurring payment series?
JA: 30194
Navtool JA: 41984
MMCSR Tool cancel recurring payment
Name two financial institutions who participate in clear x change?
JA:30816
Complete list of participating financial institutions can be found at:
What are the two ways we can verify an external account?
JA:30180
Trial Deposits, IAV
Which activation code will you generate if the customer has deleted cookies from their computer and their computer isn’t recognized?
JA 22367
Generate Activation Code --> Secondary Authentication
What is the procedure if customer schedules a one time bill pay for future send on date with insufficient funds?
JA 30362
Once later that same day and at least twice per day on next two business days.
What system will you use to deactivate the bill pay service?
JA: 30368
Navtool:41942
Activate and Deactivate Services
Mr. Jackson sent a quickpay transaction to his roommate with a non-CxC financial institution when will his room mate receive the funds?
JA: 30362
1-2 business days after accepted
Mr. Bixby, a mortgage only customer, would like to make a payment online today. How can you help?
JA: 30180
Add external account using Instant Account verification.
Mr. Jones just opened account in the branch but once he logged in online the account is not visible. What do you do?
JA:30382
navtool: 41698, 42254
Check to see if she is enrolled in online banking. if she is then perform general troubleshooting.
Mr. Brown checked his account online and noticed a credit regarding a bill payment check he made to his gardener? What happen?
JA 30375
If paper Bill Pay check never cashed, check becomes stale after 90 days
What system would you use if customer request proof of payment and bill pay check copy?
JA: 30198
Navtool: 42027, 41804
Online Bill Pay Check Copy Procedures MMCSR and Onview
Mrs. Thomas is a non Chase quickpay customer and she has sent funds to her daughter (chase customer). When will the funds be available for use?
JA: 30362
Credit is same day (can be within minutes) or next business day if Zelle bank doesn't yet support real time funds availability.
Miss. Jackson receives an error message when trying to add an external account. How can you help?
JA: 30180
Add two 0's to front off account number. If error message persists contact external bank.
Mrs. Thomas checked her account online and discovered her account has been debited for a bill payment to Time Warner cable. She doesn’t know the company doesn’t even have cable. How can you help?
JA 30818
Unrecognized transaction (transfer to COTs)
What should a customer do if a paper bill pay check is in paid or sent status and debited the customer’s account, and the merchant states they never received it?
JA: 30818
Follow Proof of Payment procedures; see Online Bill Pay Check Copy Procedures job aid.
JA: 30364
Place stop payment on online bill pay.
Mr. Johnson is unable to log in to Chase.com he requested an activation code but has not received the code. What system can you check to see if a code has been issued?
JA: 30373
View history
Mr. Black is attempting to enroll in Chase Quickpay and they receive message that mobile number they are trying to enroll with is already in use. How can you help?
JA: 30816 navtool: 42114 Search for mobile number in Admin Tool and Pacman Tool to make sure it's on correct profile; if mobile number located, use Pacman Tool or mobile manager functionality to remove mobile number (depending on situation) |
Mrs. Bell is trying to pay her auto loan account online and she is receiving an error message. The external account status displays Rejected in MMCSR. How can you help?
JA: 30180
Specialist can delete external account in MMCSR on customer behalf; customer can then add external account again.