Security
True or false. The first name, last name, and generational suffix (Jr., III, IV, etc.) if present, must be provided exactly as it appears on the account.
True.
When reading the stop payment script, what are the two most important statements that need to be said?
Not guaranteed and a possible fee.
If the subscriber has the payee banking info, company payees should be added as Email payees, not as?
Direct Deposit
How long does it take for an electronic refund?
1-2 business days.
If a subscriber mentions a late fee, what needs to be offered?
Letter of Intent (LOI)
If the Contacts/Users list is grayed out, review what kind of report available in Report Manager.
Admin users with permissions
Sally called in and advised her payee did not receive a payment and she received a late fee. PSR Jonah reviews the payee information and provides follow-up information regarding the electronic payment and what shows on payment troubleshooting flowchart. What was missed or not offered by PSR Jonah?
A letter of intent.
For an email payee, the subscriber needs to create what for the payee?
A keyword.
How long is a check refund?
2-3 business days.
What is the fee for an itemized list?
$25
When asking security questions, how many attempts are given?
Two.
When a research ticket is submitted, what must be completed by the PSR?
Verifying the sub's email and phone number.
True or False: A subscriber can unlock an email payee.
True.
What is missing from the cancellation fee script: I can request to cancel this payment. If the payment posts before the cancellation is complete, cancelling the payment won't be possible. Would you like to proceed? To complete the request, please provide a current phone number and email in case we need to reach you.
Not a guarantee.
What is the difference between ISB and ISB stand alone?
ISB - subscriber can access the partial site or the full bill pay site.
ISB Stand Alone - subscriber can only access the partial site. Online banking not full bill pay site.
If three or more answers are provided for a challenge phrase, regardless if they are right or wrong, the subscriber has failed that piece of authentication. What occurs after this?
Ask another security question.
Sandra Dee provided a different email than what was listed on file, but was able to verify her SSN and address. PSR Danny assisted Sandra Dee with adding a new payee and confirmed the payee was added successfully. What was missed by PSR Danny?
Offering to show Sandra Dee how to edit the email or refer to the FI to have it updated.
True or False: "This is not my payee" is an option for business.
False.
If a payees account number is incorrect for an electronic payment method, how many business days past the paid date can a research ticket be opened?
3 business days.
What are the two basic troubleshooting steps that must be done first to help the subscriber?
1. If your subscriber is experiencing a technical issue, check the Information Stream channel in Teams and your bubble email for any known issues. If the subscriber is experiencing one of these issues, handle it accordingly. If not, continue with the Troubleshooting Steps below.
2. Verify how the subscriber is accessing bill pay. Are they on a computer or mobile device
The business name say's "Bridge Mountain Resorts Corp." What is the subscriber calling in required to say as part of the security verification?
"Bridge Mountain Resorts" or "Bridge Mountain Resorts Corp"
When coaches are reviewing communications for PSRs, what resource is used to determine FCR?
PSR Monitoring Guidelines.
What are the three types of transfers?
Outbound, Inbound, and intra-bank.
Subscribers with the handling of ____________ are not notified of returned payments by iPay. The institution is responsible for this notification.
Do Not Contact
For electronic payments made to the wrong payee, a research ticket can be submitted after how many business days?
3 business days after the paid date.