Authentication
What are 4 pieces of information that can be used to authenticate an EDD cardholder?
when doing card activation what must we advise.
Educate on Gas Hold and Pin Remaining the same if not the initial card, pin stays the same
What system do you use to submit a complaint?
CTR
What's the difference between Acct history and Notes on PAS?
Printable Version
what is the greeting?
“Thank you for calling Bank of America Cardholder Services. You have reached <<name>> from <<state>>, with whom do I have the pleasure of speaking with?”
“May I please have your 16 digit card number?”
What are 4 pieces of information that can be verified to reset a customer's PIN?
Website user id, recent transaction, geographic area on older transactions, Transfer-to-Account last 4 digits
When ordering a card what must be advised.
Standard Delivery, Express Delivery,
Verf Add, Adv Unable to Reactivate
What appropiate reason must be selected for a complaint where cardholder did not received replacemnt card?
Under "PROCESS" Select: Card Issues (Credit/Debit/ATM)
What screen is used in PAS at the end of every call to enter notes?
Close Call
what is the power closing?
“Mr./Mrs. <<name>>, is there anything else I can assist you with? (No) It was a pleasure assisting you today. Would you like to participate in a brief survey based on the service I provided to you today? Thank you for calling Bank of America Cardholder Services.”
Lookup the account number using the SSN what else do you need to auth the caller.
one additional authentication token and Security Question
What are some required talking points that would need to be documented in your notes for you notes to be considered accurate?
adv card can not be reactivated after marked lost/stolen
or adv ch of timeframe of when to expect the card
Proxy ID is always required when filing a complaint.
True
What system do you use to submit a check request?
CTR
What is the Western Union Fee?
$10.50
If the card holder fails the SQ asked, should you do.
HRV
Are we able to send statements for a closed for fraud account?
FALSE
Agent must always document CTR complaint ID on close call notes. TRUE or False?
True
Name 8 mail systems we use?
pas, servicing notes, solution center, email, crud, ctr, usp, avaya.
What is the daily maximum amount that an EDD cardholder may withdraw at an ATM?
$1000
For unregistered Rewards cards, what tokens can you use to auth?
Sponsor and load amount
If a cardholder wants to go over any amount of transactions, what do you do and how would you notate?
Go over all trans with ch/ notate trans inqu/ ch would like me to verif trans in acct/
When filing a complaint, what are the three search criteria in the PrePaid Customer Search field?
PrePaid Card Number, Proxy ID, SSN
what does PAS stand for
Visa Prepaid Administration System
What is the call recording disclosure?
This call may be monitored AND recorded.