Call Handling
What must all specialists state to the customer when a call didn't go through Interactive Voice Response (IVR)?
Specialists must state, "This call will be monitored or recorded."
True or False: Voice ID will not work when customer suffering from common cold, illness or slight change in voice.
False
Where can we request a PIN Mailer if customer’s PIN has been compromised?
CMM
Give at least 5 examples of EFT services
Chase Answers Article no. 37383
What service does Chase offer to assist customers who are not fluent in English?
Chase offers the use of TransPerfect to assist customers who are not fluent in English.
What should a specialist do if a customer asks to be placed on hold for more than two minutes?
The specialist can extend the hold time to improve the customer experience, but they should check with the customer before the estimated hold time elapses.
True or False. One Time Passcode (OTP) cannot be used for international phone numbers
True
What does ERBE stands for?
Enhanced Based Rules Engine
Who should assist Private Bank or Private Wealth Management clients calling in to file a claim?
Refer client to Wealth Management Service Center at 1-866-265-1727
As per our Connect and Introduce, we should avoid saying “Transfer”. What should we say instead?
“Connect Us” or “Conference in”
What should a specialist do if a customer has called three or more times about the same issue without resolution?
Warm transfer the call to the Resolutions Team, and if outside business hours, transfer the call to Leadership.
What information can you ask the customer for Low risk authentication? Give at least 2.
Chase Answers 36768
This tool is used to research customer transaction history, stop payment history, detailed account information, signer information and customer contact history.
Customer Assist
How long is the initial investigation period as per Reg E?
Within 10 business days from date customer reports error to complete investigation
What are the two options that you can do to deal with Abusive, discriminatory or harassing customer?
Disconnect or provide warning
What information should never be disclosed to a customer during a call, even if authenticated? Give at least 2.
Authentication credentials, customer contact information (except for state and last four digits of the phone number), CVV and CVV2 codes, and state or government-issued identification numbers.
What are the 3 methods of authentication of a Branch Banker to a customer at the branch?
Known customer, Phone, Forms of ID used
In CA, where can we see bankers or specialists that touched account and date / time they accessed account; shows who had continuous or recent contact with customer
Contact History Search
Fill in the blanks: Reg E allows consumers up to __ days from statement date where disputed transaction first appeared to file claim.
If customer’s voice doesn't sound same as age listed in Customer Assist, what should you do on the claim?
File claim as BAU but put memo accordingly
What are the guidelines for making outbound calls regarding the time of day?
Outbound calls should be made only from 8 a.m. through 9 p.m., based on the customer's local time according to the address on file.
How do you validate employees who can’t use Connect Us? (e.g. system outage)
Connect Us | CA 36952
If customer requests service in a language other than English for future interactions, where can you update the customer's language of preference (LOP)?
Customer Assist
This is the law that prohibits discrimination and requires Chase to provide customers with disabilities equal access to and opportunity for equal enjoyment of its products, services and facilities.
Americans with Disability Act
After saying the CMD, what is the disclosure that we need to say word for word so the Language interpreter can repeat in customer’s requested language?
Third Party Disclosure