Card Replacement
A customer reports their card is lost or stolen. What should you do before initiating replacement?
Immediately block or hotlist the existing card
What should an agent never do during a card replacement request?
Share sensitive information like PIN or CVV
If a customer requests a card replacement due to damage, what additional information might you need?
Reason and type of damage
A customer calls to replace a card but fails identity verification. What should you do?
Politely refuse and advise them to visit a branch or retry verification
What is the first step an agent should take when a customer requests a card replacement?
Verify the customer’s identity
When confirming the replacement, why is it important to verify the delivery address?
To ensure the card is sent to the correct and secure location
After processing a card replacement, what information should you always share with the customer?
Delivery timeline and activation steps
Reason of card Replacement?
Lost
Stolen
Damaged
Personalized
Compromised
A customer’s card replacement is delayed beyond the usual time. What’s the best response?
Apologize and escalate the case if needed
What are the shipping companies that deliver the cards?
FedEx
UPS
USPS