Disputes
You can assist these three customers with filing a zelle dispute
Signer, CSA, Branch Employee
This is the youngest you can be to enroll in Zelle
18
True or False: You may speak to a signer on a business account to assist in removing a hold
False, they must be a CSA or Branch Employee
True or False: We can change Zelle limits
False
Name three things a client can do to perform maintenance on a contact through Zelle
Add, Edit, Delete
There are two types of disputes, name them.
Fraud and non-fraud
True
Name two reasons a payment can have a hold placed on it.
The account was opened in the last 30 days, the account had a recent mobile deposit into a new account, Confirmed fraud, Discrepant Activity, Invalid ABA, Invalid Account Holder, Invalid Account Number, Linked to Discrepant Activity, Misuse of Service, Multiple Account Suspensions, New Enrollment Suspension, Pending Compliance Review, Requested by Client - Confirmed Fraud, Requested by Client - Discrepant Activity, Requested by Client - Unsuspension, Return Item Received, Transaction Settled/Cleared, Suspension due to email/mobile suspension
Name the two ways the client can receive funds from another client(s)
Single Request or Split Request
Name who you send an email to in order to cancel a Zelle ticket
online banking bugs (onlinebankingbugs@zionsbancorp.com)
There are two types of non-fraud disputes for businesses, name them.
Client sent payments that were not received, and Client sent payments in error, wrong amount, or to the wrong person
Name who is permitted to suspend Zelle
Zelle Escalations for fraud cases
Name the panel(s) you use if the call raises any red flags
Reporting Fraudulent or Unusual Activity, Digital Banking Troubleshooting
Name the three search criteria for locating transactions in Compass
Last 90 Days, Cumulative, Date Range
Name 3 error messages a client can receive when trying to access Zelle
Zelle Requires a phone number or email address. You can fill in this information on the Profile screen prior to enrolling,
Zelle requires you have a phone number. Go to the Profile screen to update your information now,
You do not have any accounts eligible for the Zelle service, please contact customer service
You do not have sufficient permission for this feature
This feature is currently unavailable
Name the place the transaction ID is located in Compass
Transaction Summary
Name who requires clients to have an SSN number in order to enroll in Zelle
Fiserv
Name the 4 reasons an account can be suspended that you need to reach out to Zelle Escalations to resolve
Discrepant Data, Linked to Discrepant Date, Confirmed Zelle Fraud, Pending Compliance Review
Name the conditions when the agent can place a stop payment for a client
Disaster causing internet outage or other extreme circumstances
Describe how a client can transfer their email or phone number from another financial institution to Zions
The panel states this be put in the detailed summary section of the "the client sent a payment for goods and services that were not received and was scammed" dispute, when the client insists something be initiated with Zelle
details of the situation and "Good Faith Request"
Name what the CSA must be enrolled in to have Custom Entitlements
Name what displays in Transaction Summary and indicates the client must respond "Yes" to the SMS text message sent to the verified phone number for verification the phone number is valid
TWOWAYSSMSONAPPROVEDPHONE
Name three options clients have to send money through Zelle
Name who would receive the error "You do not have sufficient permission for this feature"
Business User