1
Mrs. Foster is calling in to let you know that she has lost her debit card – what procedure would you use to assist her with obtaining a new card?
Lost/Stolen Procedure
Mrs. Bennett has agreed to pay the rush fee associated with her new debit card request. She states that is must be rushed to P.O. Box 1833 Glen Falls NY 14206. Are we able to rush her debit card to that address?
No we cant do rush on a PO Box address
Ginny Ready, a Store Manager from Macys, has contacted you to let you know that a mutual customer of ours has left their debit card in the terminal. What information do you need to get from Ginny in order to continue with the request?
Card # and the name of the Client
Would you use this procedure if there is actual fraud on the client’s debit card?
Transaction Dispute
What is the difference between an ATM card and a debit card?
ATM is for ATM withdrawal and PIN purchase
Debit is for ATM transaction, online purchase, POS and PIN purchase
How many accounts can be linked to one ATM/debit card?
10 accounts
How old do you have to be to qualify for a debit card?
13 y/o
What does “POS” stand for?
Point of Sale
When a client knows their PIN, where can a customer change it?
Keybank ATM and VRU
Can you provide the balance of the Business account when Business Department is off hours?
No, provide the phone# of the Business Dept
Can you put a temporary block on a missing Business debit card during their operating hours?
Yes we can
How do you start the Contact session in Quest?
Open a New Contact
What is the SUB Code for Business account in Quest?
DDA
Which checking accounts are not charged the $3.00 fee for using a non-Key ATM?
Key Privilege Select
What information you can provide to Business account during after hours
No we dont provide any information just let call us back and provide the number of Business Dept
What does COF means?
Co owner First
Stephanie Shield has called in today to let us know she has misplaced her debit card. Once you have verified her in Quest you see that she has a relationship code AMU – are you able to assist with changing the status of the card to lost/stolen and getting a new card sent out to her?
yes we can cancel the card but we have to ask the guardian to call us to order a card for AMU
When you use your ATM/debit card and select “debit,” what must you do next?
you have to enter the pin number of the card
What Business CUAC that can only dispute for their own Card?
AUS and GRN
Do we have option for overnight delivery for debit cards?
No, just a rush delivery for 3-4 business days