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BFUQ
100

What is the most important piece to opening a (AW) Alteration of Amount

Make sure we understand how much the cardholder is seeking from the merchant clearly, as making a mistake could lead to policy adjustment for agent mishandling

100

Name the 5 different indicators a transaction should go to CPS and not Billing

What are 

  • A single unrecognized transaction of $500.00 or more.
  • TWO or more unrecognized and unrelated transactions
  • A single unrecognized transaction and the customer has a lost or stolen card.
  • Previously disputed an unrecognized transaction and still does not recognize it after receiving the merchant's response.
  • Disputes a Does Not Recognize (DNR) charge on a Fraud account.                          ( Found in Customer Protection Services (Security) Procedures)
100

When using BFUQ what is important when delivering to the queue inbox for a cancellation RN2 dispute

What is deliver on the 11th or 16th day? 

  • Cancelation / Return disputes should be queued for the 11th day 
  • Recurring charge cancelation should be queued for the16th day                                                 Found in Billing Follow-Up Queue Job Aid
200

What is the recommended call flow for a successful DNR inquiry

What is acknowledge the emotion>probe to find out if card is missing (ruling out fraud checklist), if anyone in household made charge, over $500 or multiple unrecognized charges>review charge details through more details in Orion and then google (if needed) for more information>refer the merchant as the fastest, easiest option to find out information if charge is still unrecognized?

200

In what document tells you the timeframes for each stage of dispute for internal use only

What is Dispute Resolution Appeals Procedure? CTRL + F "timeframe" gets you to the section

200

What additional information should be included in the text field of a BFUQ for a Duplicate

What is 

- Amount of other charge 

- Date of other charge 

-Which is correct charge (untrue duplicate)?

 Found in Billing Follow-Up Queue Job Aid

300

What is the #1 piece of information that needs included in case notes?

What is to notate if the case is not initiated by the PCM, it needs to be notated who and what relationship initiated the case, i.e. AU John initiated case. Found in 

DCDS Case Notes Job Aid

300

How long do pending transactions display for on the account center

5 days? Found in Account Center Base Document

300

When queuing to the BFUQ name the requirements needed to be compliant

What is 1. "add text to memos" when queuing 2. use 1 of the 8 listed subjects lines 3.copy & paste the text field from the article template 4.fill out those appropriate fields?

Found in Billing Follow-Up Queue Job Aid

400

We can only initiate a dispute for RM counterfeit merchandise if what

What is Counterfeit only applies if the customer has received documentation or other compelling evidence from customer protection agency, law enforcement authority, comparable agency or certified specialist that the goods are counterfeit? Found in Dispute Initiation Procedure

400

True or False: CM's that have transactions they want to dispute on a closed account/fraud status/Lost stolen can upload documentation to the account center through laptop or desktop computer

False? They cannot. They have the option to mail or fax in their documentation. Found in Dispute Self-Service on Account Center Procedure section "sending supporting documentation"

400
When transferring a misposted payment, why do we queue BFUQ

What is to review if system adjusted any fees, delinquencies, interest that may have occurred due to the misposted payment after 2 days from the transfer?                                                           Found in Billing Follow-Up Queue Job Aid

Found in Payment Dispute Procedures

500

What article tells us what jargon should be stated to the cm regarding disputes and reminds us to not discuss proactively timeframes

What is the Billing Assistance Base Doc? section "Communicating with Customers"

500

True or False: You cannot advise a AU/TP that they can see the status of the dispute and other info on the account center

True? Found in Account Center Procedures Authorized User/Third -Party Guidelines

500

Out of the 9 reasons to use the Billing Follow Up Queue (BFUQ) name 4

What are:

  • Outbound call related to 100618 letter if outside of calling hours.
  • Review for fees, delinquency, etc. on misposted payment adjustments
  • Customer enrolled for incorrect Direct Pay amount and interest needs to be adjusted after cycle date.
  • Initiate multiple disputes (more than 5) for reason codes unavailable through the errand bot or if errand bot isn't working.
  • Initiate a dispute on a merchant refund transaction.
  • BAR actions on multiple cases. 
  • Cases Marked Credit Received.
  • Processing a partial reverse chargeback request
  • Fraud Related Adjustments (after hours use only)