Card Activation
What steps must be completed in the call record before transferring the cardholder to the IVR for card activation?
Generate a TOKEN
What is the validation requirement for PIN maintenance?
High risk secondary validation
or
OTP Validation
Why is it important to understand card authorizations ?
•Authorizations affect the available credit of a card, which can prevent cardholders from using their card to obtain goods and services.
•Declines due to pending authorizations create a negative experience for our cardholders.
How would you assist a PC Money cardholder who contacts you to activate their card?
Advise that they need to activate the card online.
A PCH contacted us requesting to change the ACH’s card PIN. How would you handle this request?
Inform the PCH that the ACH must set their own PIN. According to the SOP, each cardholder is responsible for setting or changing their own card PIN.
What are the two methods for viewing authorizations?
In SF, navigate to the Financial Accounts tab and go to the Authorizations section.
or
In TS2, navigate to the ICAU Screen
If the call has already been IVR‑verified and the CH needs to activate their card? What information do they need to enter into the IVR when you transfer them?
CVC
4 digit PIN
Re-enter to confirm
What steps should be taken when the IVR reports the card’s CVC as incorrect? How would you confirm that the cardholder is entering the correct CVC?
Direct the cardholder to press a button from their phone to determine if they are using a touch tone phone.
Ask the cardholder for the CVC and use trans ID MVER to verify.
What should the cardholder do if their transaction was declined due to a past‑due status?
The cardholder must make a payment and wait for it to post before the card can be used again.
What occurs if a token isn’t generated before transferring the cardholder to the IVR for activation?
Revalidation - CH would need to enter all their information again. (Card number, phone number, DOB)
How would you encourage the use of SSO during PIN‑related support calls?
Inform the cardholder that they can change their PIN online at any time. Provide them with an email template outlining the steps to follow after updating their PIN, including what to expect during their first in‑store purchase.”
What should you verify first before reversing an authorization?
Determine whether the transaction is for gas, a hotel stay, a car rental, or airline tickets. Then check whether the authorization shows an AmountIncluded or RealTimeAuthorization status.
What would you communicate to a PCMC cardholder who is activating a replacement card?
It does not require activation as the card is sent with their existing PIN already enabled. The CH activates their card by making a point-of-sale (POS) transaction with their current PIN or through their online account
After the cardholder updates their PIN, what steps must they follow during their first in‑store purchase?
Have them enter their PIN three times. The first two attempts may display an error, but the third attempt should process successfully.
How would you determine the reason an authorization was declined?
Select the merchant link for the specific authorization, review the decline reason code, and refer to the Decline Reason Code SOP for detailed information about the cause of the decline.