Authentication
How do you authenticate an In-Bank Caller?
PRO 6159
What must be read to the client prior to initiating a balance transfer?
Balance Transfer Disclosure and Balance Transfer Terms Disclosure as found in PRO 7810
What steps do you take to enroll a client in online banking?
perform HRA and follow PRO6605
True or False: You can change a client's email address in either Client Central or TCS. It's not necessary to change it in both.
False: you must change the client's email address in both systems. PRO 7736.
"I have a late fee on my credit card and I don't understand why? I paid it late last night when i got off from work and that was the due date. Can you explain to me why i have this charge when I made the payment?" What steps would you take to assist the client?
Determine how the payment was made
Determine if it was before or after the cutoff
Explain to the client that the payment was made after the cutoff time and that's why the fee was assessed.
Where can I find challenge questions?
pro 8178
What 3 pieces of information do you need to determine if a balance transfer has posted to the account?
Can you assist with online banking password resets?
Yes. PRO 6558
True or False: If you change the printed name on the card, it will change the name on the account.
False: You can change the embossed name on a card, but it will not change it on the account. You must follow PRO 6590 for legal name changes.
Where can you find client's interest rate information?
TSYS PRO7791
TASK for general information
Name 5 types of maintenance that require HRA
Address Change
Add/Delete User
Credit Limit Increase
Balance Transfer
DOB corrections
Alternate Mailihng address
OLB enrollment
Can you delete a pending balance transfer?
Tes. PRO 7877
Can you edit a payment that is in a status other than "Scheduled"?
No. Only scheduled payments can be edited or deleted. Once the payment shows "In Process" it's too late to cancel or modify.
PRO 7129
Client calls and wants to close a secured credit card. What procedure would need to be followed?
PRO 2704.
"I have a fraud charge on my card. I filed a claim for it and that claim is in process, but I was charged an over the limit fee on this last statement. Can I get that refunded?"
Can you assist the client with the refund?
No. Teammates should not refund fees associated with a fraudulent charge. They are refunded as part of the claim process.
What is the difference between a primary card holder, a co-borrower, and an authorized user
Primary Owner can make requests on any card
Co borrower is a secondary owner that can make requests on any card
Authorized User is an individual who can activate their card, open a dispute, report card lost/stolen, inquire on account balance, make a payment, use card for purchases, cash advances and balance transfers, remove a block on the card in their name and remove themselves as an authorized user.
What steps should you take if the client is reporting an unauthorized balance transfer?
PRO7859 Step 4
I keep receiving an error message when i try to add my Chase Bank account to make payments to my Truist credit card. What is going on?
PRO8771
"My dog got a hold of my credit card and chewed it up. Can I get a replacement card?"
Yes: PRO7621
"Can you help me figure out why my finance charge is so high?? I thought it would be much lower"
What Acadia Article would you use to help the client calculate their finance charge?
PRO 4322
Client calls about a charge that is not recognized and wants to know what card was used for the transaction. There are 2 cards on file. Can you provide the card number to the client?
Only the last 4 numbers can be provided PRO 6378
Client Calls in to state that they initiated a balance transfer to another credit card company. The balance transfer posted to Truist, but the other company has not received the payment. What Acadia PRO should you use?
PRO7892
I made a payment with my Wells Fargo checking account yesterday, I don't see the payment on my credit card. What is going on?
Utilize PRO 7131. Payments can take up to 2 business days to post to the credit card account. Client will not see the payment on the card until it posts.
"Hi, my name is Joe and I am calling from Walmart Customer Service. I have a client that made a purchase on their Truist card, but then cancelled it. Can you assist me in getting the authorization reversed?"
Yes: PRO 7674.
"I closed my credit card account June, but i had an automatic payment post to the card and now it's showing a overpayment of $500. I requested a check be mailed to me last month, but i haven't received it yet. Can i request a new check?"
Can you assist the client?
Yes. PRO 7842.