Security Checkpoint
Tracey calls in for assistance with a card decline. Agent Nigel sees that the card is declining due to the address in FDR not matching the customer's address as it appears in ServiceXpert. The address in ServiceXpert has been on file over 30 days. Nigel needs to reach out to assist to have the address updated in FDR. He has verified CID, PIN, Card # and CVV. Has he verified enough security to have the address updated?
Yes , demographic/phone# updates to systems to mirror what is currently on the customer's CIS profile is considered LOW RISK. Phone number must be on filed for 30 days prior to update.
Which report gives you the ability to see what wrap codes an agent is using?
Agent Activity log & Interaction Wrap Up
Interaction Wrap Up Data
Interaction Wrap up Summary
Interaction Wrap Up Trend
Agent Eric received a call and has stated the greeting. He doesn't hear a response and states his greeting 3 times. After the 3rd attempt to hear the caller, what is the verbiage Eric should state?
“Caller, are you there? If you can hear me I cannot hear you. Please give us a call back at 888-323-4732. Thank you for calling First Citizens Bank, have a great day!”
Sheila called in because she placed an online order for a blender. When Sheila received the item, it was cracked on the side, which means she would not have been able to use it. She tried to contact the merchant, but was unable to speak with anyone and is wanting to move forward with a dispute. What kind of dispute is this?
Dissatisfied with the goods or services
After Kim's final payment has been submitted on a retail loan, how long will it take for the account to officially close and for the loan to be released/paid off letter sent to Kim?
10 business days
How many security questions are needed to update a phone number on a customer's profile?
4 mandatory & 1 additional OR
5 mandatory
Which report would you use to see if agents are trending with extended hold times?
Hold times over 5 mins
Shawn is initiating a callback for a customer but has just reached their voicemail. What is the correct verbiage he should state for the voicemail?
“This is <Shawn> with First Citizens Bank calling regarding an important business matter. Please call us back at <888-323-4732> between the hours of <8a-9p>. Thank you for your timely response.”
Ebony called in due to setting up a free trial for Paramont+. After the free trial period, Ebony informed us that she cancelled the subscription via email but the company still charged her account for the month and she wants to dispute the charge. What is the dispute type?
Cancelled or returned goods or services.
If there is a HH on the Samaiyah's DDA, but she calls in to have funds transferred from one account to another, during regular business hours, how long will the transfer process take?
1-3 hours
KB0016367
Thurmond calls in due to unauthorized charges on his wife's debit card who's a joint owner on his checking account. Thurmond requests to have a replacement card sent, but his wife is traveling and he needs the card to be sent to their vacation home. Will our agent Kelli be able to assist the customer with this request? Would it be low risk or high risk?
No, the agent must inform Paul to have his wife call back in and request for her replacement card to be sent to an alternate address.
This is considered HIGH RISK
What report would you use to see if an agent is possibly disconnecting on customers?
Calls less than 2 mins
A sales representative with Honda of Columbia is calling in to get the payoff amount for a mutual customer. The caller was able to answer security questions asked by our agent Jessica. After providing the payoff amount and daily interest, what MUST Jessica ask the caller?
"Do you need this payoff in writing?"
Moneca submitted a disputed due to making an online purchase on Amazon 2 weeks ago from her debit card. She was advised that the package should have arrived 3 days after the order was submitted but had not received it before submitting the claim. Today Moneca calls in to inform that the item finally arrived and that she would like to cancel the claim. Moneca has already received a provisional credit. What should tour agent Teika do?
Send an email to EFT REPORT and notate dispute.
Kelly made a double payment from her FCB DDA to her dealer loan and would like for the additional payment to be reversed. How long will this process take after submission? And what must happen first?
2-3 Business Days. Payment must post to the loan first.
Beaonka is calling in to make a payment on her husband's loan that is due today. She only has her husbands social, the account number, and her husbands full name. She will be making the payment from a debit card that belongs to her. Will our agent Tonia be able to assist Beaonka with her request?
Yes, as long as the payment method is in the caller's name, the caller will only need the account number and the account owners name in order to make a payment.
Which report would you use to see what trending issues may be causing your newer agents to call the assist line?
Calls to the Assist line for Associates with Start Dates within the last 6 months.
Faith is calling to make a payment on her dealer loan. What is the first and second set of disclosures that she MUST be given prior to processing this payment.
“First Citizens Bank accepts different payment methods. We accept personal checks, money orders, bank checks, electronic transfers, cash if paid at the branch and PayPoint payments. Loan payments made the same business day before 2pm EST will be credited that night. If the payment is made after 2pm EST it will credit the next business night." PayPoint payments will not process on weekends or holidays.
“<Mr./Mrs. Customer Name> You are authorizing First Citizens Bank to take a one-time loan payment today <Date> in the amount of <Amount>. This payment is being paid to your loan account <Acct#>. These funds will be paid from your <Deb#> or <Acct# & Rout#>. Do I have your permission to submit the payment?”
Aleya called in due to an unauthorized charge on her checking account from two days prior. The transaction has fully posted to the account. Aleya has a joint owner but is sure the charge happened on her card. Our agent Daja views the transaction on the DDA but cannot find it in the posted transactions in BPM. Daja searches DDA history and is then able to file the claim under Aleya's debit card. Did Daja file the dispute correctly?
NO. When the transaction is made within the last 6 months, it will appear within posted transactions. When Daja was unable to find the transaction on the card in question but it appeared in DDA history she should have checked the joint owner's card. That is the card the dispute should have been filed on.
Jessica needs to cover a large payment that will come from her account tomorrow. She will need to make a transfer from her Savings to her checking. Jessica is currently at work and will make the transfer when she gets off. She does not want to pay the agent fee and says the IVR is too confusing so she will use digital banking. What is the cutoff time for internal transfers? (Customer should complete transfers before this time for it to be immediate)
9:00pm EST
Agent Bristal received a call from a business customer Jodi who says she is the Assistant Manager of the business. Jodi is needing assistance with making a transfer between business accounts under the same profile. When authenticating Jodi, Bristal asked for the account number, opening branch location of the account, and recent transaction on the account. Bristal also verified that Jodi despite being the Assistant Manager, is not on the Corporate Resolution. Can Bristal assist her with making the transfer?
Yes, transfers between business accounts within the same Tax ID can be made by any caller able to verify Non-Account Maintenance security. They do NOT need to be on the corporate resolution card.
Which dashboard could you use to see where your team ranks in 2025 in comparison to all of the other SDM's teams?
SDM Rank Map Dashboard
Joel Johnson has called into the CEC with Capital One on the line to verify a payment. What must our agent Carleeta advise prior to verifying security with Joel or proceeding with the call?
"Mr. Johnson. I do need to make you aware that personal account and confidential information may be discussed during the call. Do you give me authorization to discuss this information with you while Capital One is on the phone?"
Jade is an elderly customer who believes he was scammed a few days ago. The caller was able to access his olb from a link he sent to Jade and also move funds between Jade's account. After reviewing the account, our agent Sarah was able to see unauthorized charges made from Jackie's checking account. What should Sarah do to secure Jade's account?
1. Disable Jackie's digital banking profile (advise to have device professionally cleaned)
2. File an ACH dispute for unauthorized charges
3. Place a HH on the accounts involved with the money movement
4. Warm transfer Jade to Customer Protection to report the account takeover.
Pertaining to a personal account, if an ACH dispute is less than 60 days old, provisional credit will be given in most cases within _______ of the dispute being reported to the bank
72 business hours