FRAUD
If a customer wants to prevent their accounts from being accessed on chase.com/ mobile app after placing a FRAUD status for how many months do you leave the memo maker note for in Customer Assist?
No expiration
Fraud and suspicious status in Admin Tool 6 months ago | Article no. 30476
Zelle payment is showing REJECTED failure code 36?
what do you do?
Connect your customer with EMM
Move money services transaction status codes about 2 months ago | Article no. 30477
What information must be reviewed when combining /linking profiles?
Name, DOB, SSN
What do you do if there was a Fraud placed 13+ months ago and there is no notes in admin tool ?
reach out to a manager to assist with fraud removal
if one not available you can do a warm transfer to EMM
lastly if EMM is closed and can't get a hold of TL ask customer to call back.
Customer calls in stating she is unable to receive a One Time Code when trying to enroll via Zelle to a phone number on file where TCPA shows (calls and text messages unknown) what is your next step?
walk customer trough profile and settings and have them allow calls and text messages first before attempting to re-enroll.
When removing FRAUD status for how many months do you place a note for in admin tool?
3 months
What do you do if a customer is concerned about their account number being compromised after a bill pay check was lost in the mail ?
Inform customer their personal account information does not display for the protection of the account Chase does place a universal account number on bill pay checks.
Is there a workaround when a customer is not able to see a new open card online for enrolling into digital wallet service?
No, customer will have to wait for physical card to arrive in the mail and add it trough their wallet app.
If the customer calls in stating they did not place a stop payment on a bill pay and you see the status for the bill pay says stop payment what do you do?
Verify date bill pay was scheduled
if a bill pay is in sent status for more than x days the system automaticallt places a stop payment on the bill pay check if not cashed or deposited.