Authentication
What must you do before discussing account details with a client?
Authenticate the client
What is the primary system of records (SOR) you will use to perform maintenance and view transaction history on a clients account?
Synergy Web
What self-service channels allow clients access to their accounts?
Online and Mobile Banking
What is a complaint?
A concern or grievance about a bank product, service, or employee misconduct
Name the four different Debit Card products eligible for Small Business Clients
Business Debit Card
Business Employee Debit Card
Business Deposit Card
ATM Card
(True/False): You can provide account information if the client sounds legitimate even if authentication is not complete.
False
Which feature shows the reason for the client’s call?
EricaAssist
What is the minimum characters needed for a passcode?
8 Characters
(True/False): “Your bank is terrible. Every time I call I have to wait on hold for over 20 minutes” is a complaint.
True
Name one reason a debit card may be blocked.
Fraud
Invalid PIN
Exceed available balance
Card not activated
Daily limit reach
Name both of the highest-weighted authentication tokens used for clients.
Digital ID and OTAC
(True/False): Account Services is where you launch most external applications.
True
(True/False): Online IDs are case sensitive.
False
What tool is used to manually capture complaints?
CQC (Complaint Quick Capture)
(True/False): Employee debit cards are able to be added to a digital wallet?
False
A client fails authentication. What is one step you should take?
Ask them to call back with the correct info
Refer them to the financial center
Advised them to call through the mobile app
Name one item found in the left navigation menu.
Find a customer
Client dashboard
Client Account Maintenance
Online and Mobile Banking
CQC
BOLT
How long is an authorization code valid?
10 Minutes
What three questions must documentation answer?
Name at least two card replacement scenarios that will provide a new card number for the client
Lost
Stolen
Captured by ATM
Card not received
Your client came through the IVR at high risk access. They need assistance with resetting their password. When you click on the online and mobile app icon in Synergy Web the authentication panel launches. Which authentication token should you utilize to be able to continue assisting the client?
Signer (signature) card token
When you attempt to launch an external application you receive an error message. What should you do next?
You are assisting a client who is locked out of online banking. After verbally providing them with a temporary password they advise that they are at work and will create a new permanent password when they get home. How long is the temporary password valid for?
3 Hours
While interacting with your client they say " I'm really starting to get tired of this bank. I don't know if you can help me or if I need to speak with someone else but it continues to become more difficult to understand my mortgage statement. Can you tell how how to read this?"
Will you capture this complaint?
No.
During that card maintenance scenario would the capture consent tool launch?
Ordering a new card