Account Search
The initial search for an account will be using which search type?
phone number
Account with a case note stating that PSCU-FD left a message on the cardholder's voicemail
—ask for the Case ID
How do you greet the member?
Thank you for calling Card Member Security, my name is _____ may I please have the phone number listed on your account so that I may assist you.
What do you verify on a Star Debit account?
Last 4 of SSN, month and year of DoB
What is the robo system called?
Two-Way Connect
When using the last four of the card number to narrow your search results what prefix must you use?
– X
This note is on the members account, might they have their case ID? PSCU FD 2WC OB CAL LEFT MESSAGE ON HOME PH—
no, 2WC does not leave case ID’s
What are 3 reasons we might get an Inbound Call?
They received a letter/phone call, unusual activity, lost/stolen card
What do you verify on an Omaha Debit account?
Last 4 of SSN, month and year of DoB, last 4 of card/Cvv
Where are the transactions located that you have to go over with the member?
FSQ
What is your last resort question to locate an account?
full card number
If a case is no longer active in FDWC what is the procedure to get it reactivated?
– Force to Queue
How do you talk to a CU rep that calls in?
As if they were the member
What do you verify on an Omaha Credit account?
Last 4 of SSN, month and year of DoB, last 4 of card/Cvv and Aided Recall
What 3 things do you HAVE to review before beginning security verification?
Status of the card, Whiteboard, Case Notes/Cardholder memos
How do you search for an account you cannot find in FDWC
AL in FDR
Some Credit Unions have particular instructions called _____ ______ found in the _____ __________.
Special Procedures, White Board
Who are the only people who get a second chance to provide security information?
CU Reps get 2 chances
What do you verify on a Star Credit account?
– Last 4 of SSN, month and year of DoB
What do you do if you have a CAP Call?
Verify security -> Transfer to CAP
If the member fails security handle the call as if it were not a CAP account
What information should you ask the member to locate their account? (In Order)
phone number, 2nd phone number, first and last name, zip code, last four of the card, *use AL*, full 16 digit card number
Activity Review on an account can only proceed once....
— security verification has been passed
What does the CU rep have to verify?
The Sys Prin or Par ID
What is the members "Golden Ticket" though Security Verification?
The Case ID
When reviewing account activity with the member you must always provide the….
– Date and Merchant Name