Authentication
What information is required from a colleague to have them fully verified?
Full name, department they are calling from, Employee ID.
How would you quote APR for purchases if the customer asks you for it. They have an APR of 23.01%
"The variable rate and annual percentage rate for purchases is 23.01%"
What are the tiers we have for customer care
Tier 1: Complaints
Tier 2: Customer harm not specified above
Tier 3: Customer Dissatisfaction but no harm
When a customer reports a Fraudulent transaction, what should be done?
Place a CS Watch when transferring to Fraud due to Fraudulent transactions. Account MUST be noted with the reason the watch was placed.
Customer does redemption of rewards as statement credit, what information should be provided?
it takes 3-5 business days for the money to be credited, rewards redemption reduces the balance but is not applied towards any minimum payment.
Can we accept incorrect MMN? If no, what should we do?
move to Step Up to service the call
If we are interrupted during our NACHA script, should we start all over again or can we continue from where we were interrupted from?
If you remember where you were left at, you can continue, otherwise, read from the beginning again.
If a customer calls in regarding his credit being pulled when supposed they were never advised, should we leave a customer care? if so, what tier will it belong to?
Yes, customer is expressing harm on their credit report, will belong to tier 2.
What should be requested from a non-cardholder to make a one-time payment?
full card number to access the account, full account and routing number payment will be drafted from and amount of the payment.
How long it takes for a payment to get posted depending on the method used.
OLB, Mobile app up to 2 business days.
Branch: 3 business days.
Over the phone with a rep: before cut off time, next business day, after cut off time: two business days.
If customer says their MMN is Castellon-Vasquez, and they say it the other way around, should be taken?
Yes, as they are providing the information we have listed on the account.
Say NACHA script verbatim. Your payment amount is $215.00, card ending -1234. Customer's name is: Luke Smith from a Checking account.
"Today (date) you, Luke Smith, are giving Citizens permission to deduct a single ACH debit for your checking account and apply it as a payment to the credit card account ending in 1234 in the amount of $215.00, your checking account will be debited on or after (date). If you have any questions, please contact us at 800.684.2222, do you agree to this payment?"
Customer calls regarding late payment fees, should a customer care be logged?
only if the customer expresses dissatisfaction and if we are not able to give them a fee back
List scenarios in which phone number needs to be confirmed with the customer.
Non Pindrop green calls, Address change, ANI Mismatch calls: Name charge, card order, CS W removal, Card Activation. Travel notes.
Customer tells you they are recording the call. What should yo do as part of the process?
Warm transfer the customer to a manager (Advisory)
We have a Pindrop green customer and wants to redeem rewards as direct deposit, are we still missing authentication process?
This maintenance is step up full pass, we must perform Step Up, if unable to, we should offer self-service options.
Should we say the recorded line disclosure if we listen in the background the TV on?
No, as it is not someone actually listening to the interaction, is just a background noise.
Customer expresses why is taking too long to get a credit balance refund to their checking account as states it should be immediate since the account went overdrawn, should we leave a customer care and if so, under which tier?
Yes, and under tier 2
What is the process to follow when we have a third party with the customer on the line
if customer is Pindrop green/fully authenticated we can proceed assisting the call, if we have to ask for more information than the full name, we should refer the customer to call us on their own without the third party on the line.
When reissue for expiration, what are the expectations given to the customer?
cards are typically reissued on the 5th of the month, and mailed 10 days after the reissue. Card should be received approximately 30 days before the expiration date. Advise customers they will receive a text and/or email making them aware of the card being shipped.
Name some additional pieces of information we ask customers.
last four of SSN, address on file, email address, card expiration date
When someone else in the background is speaking with the customer regarding groceries for example, while you are authenticating the customer, should we say the recorded line disclosure?
No, it is necessary when someone joins the conversation an starts talking something related to the account.
Expresses Citizens has rates too high, what tier should be used to log this customer care?
Tier 3, dissatisfied but not harm
When a caller is only reporting the death of a customer, but is not named executor, what should be done?
what are the ways customers can report their legal name change?
mail, fax, branch