Debit Cards
You have just performed a limit increase for an ATM withdrawal for an account holder on the line. What 3 things should you advise the account holder about?
- Increase is only guaranteed to be available through 3:00 a.m. ET and then will decrease to standard limit.
-It could take 5-10 minutes for the increased amount(s) to become available.
-If funds are being taken via ATM, individual ATM limits will still apply, and they may need to utilize multiple ATMs based on amount being withdrawn.
An account holder is wondering what options they have for money movement. What should you include when going over these options?
ALL of the options that we have available for money movement. How to make the transfer happen/how to initiate it. If applicable to the conversation- timeframes and amount limits
A customer calls in at 6 am EST on a Saturday to open a trust account. What do you do?
Provide the trust phone #866.515.5283 and advise CEG hours of op
You've just updated a phone number for someone in Atlas. Where should you go now to ensure there won't be problems with that number in the future?
Updating mobile consent and releasing channels under OOB in Esolutions
Account holder has called in requesting a POS limit increase, in the transaction history you see an ACH transfer in the past 10 days. Is it okay for you to process the limit increase request?
No, you should not process it yourself
What department would you transfer the call to?
True or False? Account holder has just moved and has lost their card in the process, you've updated their address in this same call. A new card will automatically be sent to the new address on file.
False
What steps need to be taken to issue a card to the new address?
A customer is calling in for a debit card decline when he is trying to set up an international transaction. The decline code is not showing in Payments one. What do we need to advise the customer?
1. Typically if we are unable to see the decline on our end this is due to the merchant not accepting discover debit card or there is a problem with the transaction going through.
What else can we educate the customer on?
A customer is calling in to dispute a pending charge when REG E is not open, how do you handle the call?
Account holder just got married and is updating their legal name. After have submitted the high security update, what should you advise?
Documents needed to complete the change
Timeframe for processing
Where they can submit the documents back to us
True or false. Once an account has been closed we can reopen the account at customers request.
False.
We are unable to reopen a closed account
A customer was just transferred to the debit card IVR but when entering their information the call was re-routed back to you. What are the next steps?
If the customer is not calling in from the phone # on file, the debit card IVR is not available.
We can activate the card in atlas but what do we advise for the customers pin?
A customer has called in to get assistance with adding an external account. After you have walked the customer through getting it added, what can you advise?
They will receive an email once the trial deposits have been initiated. Trial deposit process can take up to 2-3bd.
Do trial deposits expire?
A customer lets you know that they want to speak to your manager. You attempt to get the call to CEG but they have a 2+ minute wait time. What do you do?
Disconnect the call from CEG and reach out to your TC/TL for further assistance
You just updated the customers address. The customer is satisfied and ready to disconnect the call. Is there anything else you should advise prior to disconnecting?
The customer can expect a change of address letter in 5-7bd
The changes to the profile are available online for self servicing also
A customer is wanting to complete an inbound international wire and wants to know if we charge a fee. What do you advise?
We do not assess a service charge for receiving domestic wires or for receiving international wires in U.S. dollars.
We have instructions for the inbound international wires online or I would be happy to provide you with that information.
For international wire transfers (from another bank outside the U.S.), please wire funds to:
A customer is calling to get assistance finding an atm in Mexico. What do you advise?
A customer calls in to inquire what options they have to be able to fund their new CD other than a wire. The customer is interested in completing an ach. What do you advise?
Once the account is opened, an ach can be initiated via the external bank
Check
Internal transfer
The customer has 45 days from their account open date to fund the new CD account
Customer calls in to inquire about opening a cash Back Debit account. We thank them for their interest and get the call over to Acquisitions to further assist. Was this handled correctly?
No, a cbd application must be applied for online.
We have the option to be able to direct the customer online to the application and assist them with any questions they may have
A customer calls in and their account states dormant. What do you do?
Provide the customer the account balance during the phone call
Let the customer know how they can prevent dormancy in the future
Make sure to update LDOC
A customer wants help setting up ODP for peer to peer transactions. What do you advise?
The account must be positive in order to be enrolled in ODP
Online Bill Payments, electronic transfers initiated externally and checks are covered by Overdraft Protection.
When placing an expedited debit card order, you realize the customer has 2 active debit cards on their account. How should you proceed?
Advise account owner that there are multiple active debit cards on the account, one debit card will be reissued, and the remaining will be closed.
What time frame do you provide the customer?
A customer called in to get an expedited check sent to them. What can you advise?
Check will be sent via fed ex (it will not require a signature)
We will get a tracking in approximately 48 hours
The check takes 2-3bd for the customer to receive
A customer calls in to pay off the negative balance on their charged off account. Do you transfer the call to collections?
No
Advise account owner that payments can still be made via check to resolve charged-off balance.
Should you provide anything else?
A customer calls in and we notice that their name is spelled incorrectly by just one letter- letters transposed. What do you do?
Confirm the correct spelling of their name
Submit HSU
Complete A MR for BOS to complete no DOC HSU
What is the time frame for the customer to see the change?
A customer has a cbd account but wants to know when they will receive their statement via mail. What do you advise?