Authentication
If a customer comes in mobile authenticated, would that be High Risk Authenticated?
No - Mobile Authenticated is Low Risk. If the customer needs to be High Risk authenticated additional Mobile Authenticated questions needs to be asked. Refer to Authentication procedure, additional information section - Conferences and Transfers (TD to TD) (Including Mobile Authentication) .
Can you submit DPM claim if fraud is on the Line of Credit
Yes
What does LEI stand for?
Legendary Experience Index
Can you remove a TWL9 after following everything as per notes on PEGA when there is no fraud on the Credit card?
No - you still call RO
Compromised Card, System generated, only chip+pin+tap, unsure of location of compromise, must shut down card
When Adeptra whispers " Customer did not authenticate " How should you proceed to authenticate ?
You do not need to authenticate. Customer is already authenticated. Refer step 6 in Authentication procedure.
Provide 2 reasons why an e-transfer might fail.
Customer is on the block list. (Recipient of fraud funds / Victim of fraud)
There is hold on the customer account from which transaction is initiated
There are no funds in the account
Recipient is on the block list
Technical Issues (EMT interrupted)
Contact information is incorrect
Amount is above the allowed limit(Daily/Weekly/Monthly)
What is the first Make it Personal model circle?
Welcoming
EasyLine calls in to ask if we can remove A01 - CTi only and Password as customer is looking to do a mobile deposit. How do you proceed
Call RO
Customer says their card is not working and no blocks on MPTI and unable to see trxn on WFRD, what would you do to help the cx?
VBV
If there is one G01 stating "Customer failed Authentication, refer to Branch" and another G01 stating " Customer disconnected during authentication" Hoe do you proceed to Authenticate ?
You do not authenticate. The customer should be referred to Branch as there are two G01 for failed authentication. Refer to Authentication procedure, step 3
How long can you ICE the debit card for if a customer is travelling and transaction is declined but confirmed legit by the customer
3 hours
Explain HEAT and FCR fully.
Hear, Empathize, Apologize, and Take Ownership & Action // First Call Resolution
There is a cash advance on Credit card with POS-05. How do you proceed to file an ATO
You do not. This is not an ATO.
If you can't see a transaction in WFRD but it appears on account activity, where would you look and explain why.
WAGN or RCRD
If the Mcom says "Possible customer impersonation. CTI and Password only" but customer is VoicePrint Authenticated, how do you proceed?
Since the customer is VoicePrint Authenticated you do not need to get the password but you will still need to do CTI whenever possible. Refer authentication procedure step 3
If one of the account holder is calling in saying that there are unauthorized transactions on the Joint chequing account, but you do not see those transactions on PRM. How do proceed with the call
Since the account is joint, there will be multiple access cards. If the transactions are not on PRM for the cardholder it must be on the other cardholders PRM. Since we cannot disclose information for other card holders we will need the other party to call us.
What are the 2 areas that you are evaluated on during the LEI survey?
Increase Business and Exceptional Experience
If a customer who has experienced Microsoft Scam call in to report fraud would you file it as an ATO and open a claim. In this case customer has provided all the information and access to his profile to scammers.
You will still complete a fraud report and treat it as an ATO
Customer calls back and you see on PEGA that L/S is completed but no Request Plastic was sent, what would you do?
read black bold and go in using the new card number generated on WAGN then do the RP
If you receive a call from the branch and the connection's page is down. How do you proceed with the call?
If one of the required systems is unavailable, reference on the call that the particular requirement can't be completed and move on to the next piece. (i.e "Unfortunately connections is not available, I'll send you an email using your ACF2 ID".)
If the Debit Card is in DEPO status with no notes on PRM but Mcom states "Call Loss Prevention" and MSTAT doesn't give you the date when the card went into DEPO. How do you proceed ?
Check the other debit cards on profile to see which card was being blocked by the system. Use that card number to check details in PRM. Since customer already has a new Debit card, just file DPM with the old card and remove D-Status from the current card using Gateway.
What are the 5 rings in the Make It Personal model?
Welcoming, Curious and Caring, Knowledgeable, Helpful and Thankful
If there is a transfer from credit cards to chequing account (cash advance) and then an e-transfer from the chequing account. Is this an ATO and where (which system) do file the fraud claim on?
If customer confirms that he doesn't recognize the e-transfer it will be an ATO. Since the money has left the customer's account through e-transfer we will need to file fraud claim through DPM.
How do you cancel a Request Plastic and send a new card?
New card number from WAGN, RCRD, delete plastic. Restart PEGA and go in with new card number to request plastic and memo initial request cancellation