Forms
What is the LP Quick Response form for?
Used for CFC cases when client wanting...
further information on open/closed cases
wants to dispute the case decision
fees were not refunded but case resolved
inquiring about provisional credit
wants transactions removed from case, etc...
PRO-7415
How can a client dispute a bill pay they set up for the wrong amount?
Refer to Digital Banking to submit a case through Checkfree
*BONUS* BEFORE we block and reissue a debit card we should opt out card of what in bluezone? What is the code?
Recurring Payments - KM49
What high risk authentication do we perform for hST cards? Truist cards?
hST - verify CVV
Truist - phonefinder
If the 2WC system isn't giving us the FULL card number, what should we immediately do? What will happen if we don't follow this?
If the system does not provides the full card number the call should be connected immediately
Failure to do this will be deemed as Call Avoidance.
What is the Dispute Escalation Form for?
hST credit cards:
general claim status (if nothing in RETS or CIS)
dispute case after it was denied
fees not refunded but case approved
adding or removing transactions
closing out case
hST debit cards:
general claim status (if nothing in RETS or CIS)
fees not refunded but case approved
adding or removing transactions
closing out case
PRO 4652
If a hST card (debit or credit) is compromised for fraud, can we start the dispute process even though the transaction is pending?
Yes - will add transaction manually to RETS
NOTATE EVERYTHING AND BE DETAILED
True or False - A hST debit card be unblocked
False - Once a hST card is blocked it can not be unblocked
If a client is trying to purchase cryptocurrency, there are no declined transactions on the debit card, nothing in Visa Falcon, no OBI cases and cm41 isn't resolving anything... what other system should we use to see why transaction isn't going ?
ARCOT
When will hST debit cards begin to be deactivated?
June 6th
What is the contingency to submit a claim when RETS and CFC is down?
RETS - Offline Form
CFC - email CFC with clients name, account number, contact information, date amount and merchant name of fraud transactions, details on how this transaction is fraud
**provide client with CFC ph# to follow up**
**BONUS** What system and corresponding codes can we use to obtain further details on RETS cases when RETS doesn't have any notes/details to give the client? What should we leave on the RETS case?
FDR > BS card# > CIS
NOTATE WHY CH CALLING AND WHAT INFO WE PROVIDED/WHAT ACTION WE TOOK
How can we verify if we correctly ordered a hST credit card? ...a Truist credit card?
hST - FDR > BS card# > pi1
Truist - ServiceView > Lost/Stolen tab > Xfer Account
**BONUS** What is the name of the new system we will begin using to identify why a transaction is declining for suspected but card is Normal and no cases in OBI or Visa Falcon?
Visa DPS
Branch or Client Repair (EFM 800-448-5493, option 1)
What is the name of the form we use to request a duplicate hold on a deposit to be fixed, send debit cards to international addresses, send debit cards to branch?
CFS Escalation Form
NO - Will need to create separate cases, one for PIN based transactions and one for checkcard
What is the scripting we should be advising clients of when reissuing a debit card?
Your card has been blocked and a new card has been ordered. You will receive the new card in 5-7 business days so be on the lookout for it as it comes in a blank envelope and can be confused for junk mail. The card number will be different but the PIN will remain the same. Please notify any merchants or billers of your new card number. In the meantime you can visit a local branch to obtain a temporary card.
Why must we ensure the ‘TOB Ind’ field displays the ‘1-Full’ Option in ServiceView? **see image**
This is a Critical step.
For the balance to transfer to the new card number, this field must always be set to 1-Full.
What is a TRIAD PAYMENT HOLD on a Truist CC?
**Bankcard services might be able to release hold sooner depending if payment came from a Truist acc or an outside bank**
**BONUS** What is the letter ID or name of the form we will send out to clients who want to dispute their RETS debit card case that was denied?
D529 - Rebuttal Denial Letter
If we want further information about a CFC case who can we reach out to and who can client reach out to other than submitting a LP quick response form?
We - we can reach out to TL for more info on CFC case
Client - they can reach out to fraud communications (866-802-4955)
What is a TFALLBACK decline on a hST credit card and how can this be cleared for the client?
TFALLBACK decline is due to preset card authorization strategies
Only TL or coach can release if account/client meet criteria
PRO 5428
If nCITE gives error message about updating plastic count when trying to reissue a card, how should we proceed? **see image**
Unsuppress the card in FDR, this message means the card was ordered previously and suppressed so that we wouldn't mail it out yet
**BONUS** What does SUPPRESSING a hST credit card mean and why do we suppress cards? Can we unsuppress?
If a client does not want a card mailed out yet we will order a new card and then suppress it through FDR. This means we tell the system not to generate/mail out this new card yet.
If client calls back to get card mailed we will go through FDR and unsuppress it
PRO 3521