Disputes
A customer is calling in to dispute a fraudulent transaction, What is the first step you should take?
Report Card Lost/Stolen
Can a customer be approved for a RCC or overdraft line of credit with a negative balance?
No, application will be denied
What are the daily Debit card limits?
ATM Withdraw $1000
Standard Purchase Limit $5000
Customer calling in to place a same day travel note how would you handle this call?
Transfer to FCOE
What restraints are we able to remove?
1-25 Account overdrawn
1-11 Get Correct Address
What department should you email if you suspect customer of dispute abuse? (Include Both VDR and ACH)
VDR/ ATM disputes for card
ACH- Affidavits for ACH
Name a service we provide that links accounts to help prevent accounts staying in the negative and help customers avoid the NSF fee.
Overdraft Protection
Customer is calling in requesting a VIP limit increase who should you contact?
Specialist for <$15,000.00
FCOE >$15,000.00
M&T policy implemented to comply with federal regulations under the patriot act.
KYC/Remediation/ Refresh
Name all situations where a customer call back be made: (3)
Audit Bounce Back
Customer requests due to bad connection
Customer has been previously disconnected and ask for call back in case of disconnection
What should a dispute abuse email include?
Customer Name
Account Number
Dispute Case Number(s)
Red Flag
After offering customer to apply for RCC they decline stating they have bad credit and won't be approved. What would you offer them next?
Secured Credit Card
What Credit Card would you recommend for a customer who would like to avoid international fees?
Visa Signature Credit Card
If a customer calls in and has fraud activity using account number what should we advise/suggest? (2)
L/S checkbook
Open new account
Customer is calling to verify an official check. How would you proceed?
Refer Customer to issuing branch for verification of funds
Can an ACH or VDR/ATM dispute be reopened?
Yes
BONUS QUESTION:
To reopen an ACH or VDR/ATM dispute What do you do?
What services can be offered to add value?(5)
Credit Card
Overdraft Protection
CD
Home Equity
Installment Loan
Customer calls in and you notice multiple open debit cards what should you do?
Probe customer on what card they are currently using and close any they don’t have possession of and aren't using
Name this type of scam: Hackers contact the victims and obtain access to their computers by disguising as tech support providers. Once they enter the network, they can start stealing money and other useful data that can be used or sold.
Remote access scam
What is the vision statement for TCC?
Exceed customer expectations in every interaction
Customer is calling in because they made an atm cash deposit and it's not reflecting in account. What should you do?
Complete the dispute contingency form and email to Visa Fraud box ( Do NOT file a dispute in DMA)
Name the types of Installment Loans M&T offers (5):
Personal Loan
Debit Consolidation
Auto Loan
Sallie Mae Student Loan
Marine & Recreational
Customer is calling in to order new card for joint account holder, What should you do?
Contact specialist to order
BONUS:
Before getting a specialist do we close the card?
What are some red flags for dispute abuse?
Multiple disputes within short period of time
Multiple disputes with same reason
Customer seems very familiar with dispute process
What is the address a customer can mail a written complaint to?
M&T Bank
Attention: Customer Care
PO Box 767
Buffalo, NY 14240