Be a Pro
C T Aye Aye Captain
Know Your Fax
Travel Plans
Lost and Found
100
When bank reps are collecting income information to open a new account, the bank rep must advise that these three types of income need not be reported.
What is alimony, child support, or separate maintenance income?
100
Also beneficial to reduced handling time, this type of advisory may now be ignored/not read, and will disappear altogether before long.
What is a Travel Advisory?
100
The fax number entered must always be this number of digits.
What is 10 (digits)?
100
You must ask if the CH's card has this feature when setting up a Travel Flag.
What is the international smart chip?
100
You push this button if customer tells bank rep they're not sure they have this card.
What is the L/S button?
200
For New Applications, Bank Reps can select this request if the Cardholder needs the card soon after approval.
What is a "Rush Request"?
200
While authorizing an access check, to save time, once the bank address is verified, it may be copied and pasted from here.
What is Flagscape/the Corporate Directory?
200
When faxing and speaking to a cardholder, this must always be read, but to a bank rep, this may be omitted.
What is a Disclosure?
200
These three minimum types of information must be collected as part of filling out the Travel Flag.
What are the dates, locations, and best contact?
200
You want to confirm none of these three types of transactions have been done in the past few days.
What are BT's, DD's, and access checks?
300
PRO advises Bank Reps they can place a Travel Flag themselves through COMMIT as long as it is this number of days out.
What is 3 Days?
300
To save time entering bank routing and acct information during a redemption, this field may be filled out at DCB authentication.
What is the OLB ID?
300
If you get the pop-up stating a statement has already been faxed today, you can check here to see when it was faxed and to what number.
What is "Comments"?
300
Locations can consist of these two categories.
What are countries and states?
300
Refer to this decision tool only if pushback is given for timeframe for delivery.
What is the Overnight Decisioning Tool?
400
This Tool in Pro/InterAct allows a bank rep to add a missing account opening bonus to an application.
What is MORS?
400
If you cannot find the answer to complex research on an account's history after several minutes, you can submit this CSI.
What is an SRU (csi/eform)?
400
Whereas statements and other normal items are sent through TACs, documents like Year End Summary are sent using this system.
What is RightFax?
400
You do this if the CH says they do not remember their PIN for international transactions.
What is send out a PIN?
400
The Daily Double! (How much will you wager?) You must state these three lines when processing the Lost/Stolen Request.
What is "-I will be placing a block on your account ending in XXXX, which will immediately deactivate all cards for this account. -Your new card will arrive in 7-10 days and your PIN will not change -Update any companies who bill you automatically with your new account number and contact us immediately if you notice any unauthorized charges"
500
Bank Rep processing an application at Branch should use this tool if the CH shows unusual or potentially suspicious activity when being authenticated, such as for new account opening.
What is the Referral Management Tool?
500
If despite trying to use best practices and action language, you cannot get off the call or get caller to cooperate, use this best practice.
What is RYH (engage a manager)?
500
If after multiple attempts to fax to a branch by previous reps are unsuccessful, with a RYH you can also send letters or statements to a Bank Rep using this.
What is the corporate e-mail (/outlook)?
500
If after AVS & Go additional tokens are required to set the Travel Flag, you must collect tokens until this appears and becomes clickable in the upper right hand corner of the verification screen.
What is bypass?
500
If either of these two actions are missed, it is not only a mark down, but a critical fail.
What is failure to review recent transactions and failure to determine if other accounts are impacted?
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