To HRA or to Not HRA
When completing a Lost/Stolen request you notice the client had an address change 2 days ago. Should you HRA?
Yes
Which tab is the credit limit located?
account tab
Who had the authority to update Customer Preferences?
Primary Cardholder and Secondary Cardholder
Does the authorized user need to give consent before they can be added as an authorized user?
No, we do not need to speak with the authorized user when adding them at the request of the card owner. Only owners of the card can add authorized users.
When completing a reversal for a duplicate payment what webform option should you choose?
Missing, Misapplied, and Duplicate payments.
The client just activated their card and would like a PIN Mailer. Should you HRA?
Yes.
Which tab is the APR located?
product tab
Name one statement print preferences.
Large Print
Contracted Braille
Uncontracted Braille
None
Is there an age limit to add ad authorized user?
There is no age limit on Authorized Users.
What is the appropiate webform for individuals reporting the death of a consumer credit cardholder on a TSYS account?
Deceased Borrower
The client needs Lost/stolen report completed but she needs it sent to an alternate address should you HRA?
Yes
Where can you find transactions in TSYS?
Card tab under authorizations and transactions.
True or False: I can proactively offer a client a print option.
False. Statement preferences allow you to set the print options. This should not be proactively offered and should only be used if request by the client.
What are the requirements to add an authorized user?
Date of birth of Authorized User and Social Security Number of Authorized User
True or False: When submitting a webform sometimes it will require the client or caller to provide supporting documentation by email. If they are unable to send or receive an email, the client will need to be referred to the branch.
False. If they are unable to send or receive email, provide them with the mailing address and fax number.
To turn a card back on or unlock you need to HRA?
Yes.
Where can you find when a card was mailed out?
Notes tab
True or False: Overlimit preferences allow you to select if the account will be given an ab Overlimit Pad allowing the credit limit to be exceeded to a preset threshold?
True
Can you add an authorized user that is not a U.S. citizen without a Social Security Number?
An Authorized User that is not a U.S. citizen may be added without an SSN, using all 9s. Proceed with the steps and be sure to note the account thoroughly. Clients without an SSN on file will not be able to self-serve in the IVR.
To complete a legal Name change and the client does not live near a Branch which webform option is available to you?
Individual Card Name Change webform
True or False: You need to High Risk auth to complete a Name change on Card
False because this will no result in a name change on the account.
True or False: You can find the date the account was open in the Composite thumbnail.
True
True or False: There is an option that allows merchants that participate in VAU to receive the new card number resulting from an account transfer(Block and Reissue)?
True. Visa Account Updater (VAU) preferences allow you to select if merchants that participate in VAU will receive the new card number resulting from an account transfer.
If the authorized user is removed, will the account be completely removed and any negative reporting deleted from the former authorized user’s credit file?
No. Once an authorized user is removed from an account, Truist will stop reporting. However, all previously reported information, if correct, will remain on the authorized user’s credit report.
What is the timeframe the client will receive the email to upload supporting documentation?
24-48 Hours.