The Falcons

The Company

100

Alert types

2wc

CCS

200

Specialist revised title

CC Initiatives & Business Process Analyst I

300

Three Core Values

Belonging 

Collaboration 

Curiosity 

Dedication 

Integrity

400

Companies that merged to create V....

PSCU and Co-op

500

The section in Vibe where you nominate a peer who demonstrates V. Values

Awards (Values in Motion nomination) section in Vibe that awards 10 peers each quarter. 

Help Desk

100

Butterfield IB call

score missing / CC

sec items...

1. MMN
2. DOB

200

Mailing Addresses for which accounts may not populate correctly in FDWC because addresses in are formatted differently. FDWC agents may only verify the street address/PO Box. If a cardholder provides an incorrect City, State, or Postal Code, do not fail them.

Clarien

300

A command that allows you to locate an account using the phone number or search for multiple accounts

RG

400

Steps to IB - Insufficient Security

1. Verify security using available substitutes, in order
2. Verify activity following normal procedure.
3. Select the Insufficient Security action.
4. Modify the action to include which items are missing.
5. Select the appropriate inbound action, depending on the outcome of the call.

Note: If there are no available substitutes advise the caller you do not have access to the account and follow the Failed Security procedure.

500

Steps to Fraud Alerts Opt Out for third party calling in...

Third-Party Calling In:

Proceed to step 2.

2. Select Opt Out Fraud Alert Request action.

3. A Case Note with a prepopulated memo will appear.
Example:
VLRAFD - Fraud Alert OPT OUT Request - ADD Update info below

          Cardholder requests Opt Out of: <SMS, AND OR Voice> <phone #>

          Cardholder requests Opt out <email address>

4. Modify the case note using the appropriate memo below:

Opt Out of Email:

VLRAFD - Fraud Alert OPT OUT Request - ADD Update info below

Third party (Third party name)  owns email address < [e-mail] > requests opt out of alerts

Opt Out of SMS and Voice:

VLRAFD - Fraud Alert OPT OUT Request - ADD Update info below

Third party (Third party name) owns phone number <123-456-1234> requests Opt Out of alerts

Systems

100

3270 is also called

FDR

200

FDWC stands for ....

Fraud Detection Work Center

300

Clock in and out through....

Workday and Avaya

400

View QA's in...

NICE- QC (Quality Central) Portal

500

Reasons to transfer to FD Int Trans PenFed LS  

1.The account was FTQ

2. Not FTQ, but has insufficient security to verify CH 

Verbatim

100

IB and OB

“Were you forced or pressured to make [this/these] transaction(s) against your will?”

200

Business LM A Status

“Hello, this message is for the individual responsible for verifying activity on <business name>. My name is <agent’s name> and I am calling on behalf of <financial institution name> to do a security check about your <V/MC> <CC/DC> Case Number XXXX."

“Your card is currently unavailable for use due to a protective hold.”

“Please contact us at ###-###-####, Case Number XXXX, and any agent can assist you. It is important to contact us as soon as possible at ###-###-#### and reference Case Number XXXX; we look forward to speaking with you soon. Thank you.”

300

OB and  Call Recording Consent 

"For quality and security purposes, this call may be monitored or recorded."

400

Leave Msg with Third Party

 “Thank you. Please have (him/her/them) contact us regarding (his/her/their) (MC or VC) at ###-###-#### and reference Case Number XXXX at (his/her/their) earliest convenience and any representative will assist (him/her/them). Thank you for your time.”

500

Supersedes KB verbatim....

"Notations within the WB take precedence over any information in the KB" per Script Quick Reference KB

Miscellaneous

100

Most popular sport in the world 

Soccer

200

Animal with closest fingerprints similar to humans

 Koalas

300

Animal with three hearts

Octopus

400

Smallest human bone located

ear

500

The 2025 year known as...

A perfect square year 

2025 = 45²  = (20 + 25)²