Billing
What do we do if a CM wants to stop payment on a check?
Contact their bank.
Card member refuses to complete verification. how do we proceed?
We are unable to assist without verification. Do NOT transfer to CPS.
What MUST you verify before sending the user id and/or password?
Email address
How many consecutive mail returns must there be for us not to send another letter or take additional action on the account.
Three or more consecutive returns.
Send letter 100461- Request for CM to Call
CM wants to dispute an electronic rewards deposit due to the funds not being received. After the timeframe has passed, who do we transfer to?
CEG/Supervisor
Card member wants to alert us of a large purchase. How do we proceed?
Ask for the best contact number. Avoid offering to memo the account. DO not transfer to CPS.
E-support - Where do you verify any known system issues?
Linkd and Digital Daily News
What three things must be true for there to be a valid forwarding address?
1. Yellow Nixie Sticker must be provided
2. Forwarding Address Must Be Legible
3. First/Last Name MUST Be on the Forwarding Address Label.
Customer requests to resend copies of previously sent mail, what do you do?
Forward the request to the Mail SME via email.
How many days old must a cash advance be before we can transfer to billing?
16 days old
Merchant charged the account and issued a credit; do we transfer or handle frontline?
Memo the account and avoid transferring to Billing or CPS.
How many pieces of information MUST be verified before we reset the # of validation attempts and/or # of Codes Generated due to exceeding the number of Security Codes? What are the possible choices?
DOB, Last 4 of SSN, MMN, User Id
If you CANNOT locate the customer's account, what do you do with the piece of returned mail?
Forward the returned mail to CSE Unable to Locate Queue
Within how many days must the CM Agreement be sent to the CM when it is requested?
MUST be sent within 30 calendar days.
Billing Specific - What must a charge be considered in order to proceed with a stop pay?
Recurring charge or follow a recurring charge pattern.
CM wants to know when his account suspension will be removed. How do we proceed?
Provide the suspended talking point. Accounts are reviewed periodically to determine if charging privileges can be reinstated.
A new SSO can be created for which type of accounts?
Deposit Accounts and/or Personal Loans
When updating the address, do you remove the GNA flag on the account?
No, it updates systematically once the account batches overnight.
CM wants to activate the 5% Rewards via mail. How do we proceed?
A merchant wants dispute information about a disputed item on a CM's account. How do we proceed?
Suggest they contact their merchant service provider, or COLD transfer to Merchant Services.
CM wants the payment block to be removed and it is 10:05 pm et. What two steps must we complete?
1. Verify the CM has contacted the bank and the issue has been resolved.
2. Provide the CM with the hours of operation and phone number to call back.
Virtual Card Numbers are eligible through?
The Chrome Browser
If there is a valid forwarding address and we are able to resend the CBR check, what MUST we do before sending the check?
Place a stop pay on the CBR.
Payment has NOT posted to the account. What must the mail item include in order to be forwarded to- Dispute Mail SME?
Payment Amount, Payment Date, and Payment Method