Show:
New Cards
Amendments
Basics
Compliance
Servicing
100
How do you reissue a damaged VCD
Check i1 for and blocks, Check UC2 for where its going to be sent (B or H), and i4 for address if getting sent to H, then move across to UA and change the 0 to 1 in addl also check reis denial cd for any issues, hit enter
100
What screen do you change an emboss name on
UC2
100
How can we check if a card has been sent off to a customer
card delivery system
100
What is a key step when blocking and reissuing a card that directly reflects on your compliance in the call?
Giving a reference number
100
How do you give a payout figure for a VCD
go to apos and enter in the date they are likely to payout the card and enter n in the CARD FEE REBATE IND:
200
How do you block and reissue a VCD
Check i1 for blocks then i4 for address change and address on file, go to UC2 for B or H, then go to LM to input XS. Place notes for teams who only use B2k then complete block and reissue by going into LR and input SS for rpt taken put first name and extension
200
How do we change the address a card will get sent to
EBOBS! 3200
200
What screen shows the current balance of the different plans
P1
200
a customer is calling to link an ntna to their VCD is there any scripting you need to read or play?
yes there is
200
Customer has accidentally xfered 5K into their VCD but they only meant to xfer 500, cust isnt too worried about time but dont want to pay any fees or interest as it was an accident, can we assist? and if so how do we assist?
we fill out the branch error eform
300
What do you do if a cust has lost their card overseas
If they are in an emergency, auth, temp block note location, then xfer to visa global. Visa global and CIT will take it from there
300
how do we change an account name in B2K
we dont! :P
300
how many rewards points will a qantas premium reward card get if they spend 15K on their visa and 7.5K on their amex
5K points
300
if you are replacing a damaged VCD what do you need to do to be compliant
nothing other than normal procedures (auth, and record an accurate siebel activity)
300
how do you find out what banker left a note in sv screen
tab right on the sv screen by pressing f5 copy the operator id then go to the OID screen and paste in to find out who it was
400
in what circumstance/s do you use a forced reissue
When their is an IN block in UA screen
400
How can we amend a Direct debit to a Full payment for a credit card
go to the UA2 screen and change the code (found next to status) to an f.
400
Which cards have purchase protection?
every card expect nab low rate
400
When setting up a DDR for a vcd, a banker authed, went into b2k went to the ua2 screen filled in the relevant choices that cust made, wrote a note in sv and siebel and ended the call, from the information provide was the call compliant or non-compliant? why/why not?
Non compliant as they did not play the disclaimer
400
If the overseas travel notification form is down, what should you do?
write a note in the SV screen with the normal details and fraud can use that if they block the card
500
what should do if a cust has lost their older during a CPT (card has a VN block)? You can use Nabit for this one
placed an SS block on the LM screen, unless it is a consolidated card then place a VX block on the card
500
how to we change or add a rewards membership number to a card
Go into solve>LMS>maintenance>option 9>make amendments
500
name all the different types of fees and interests relating to VCDs (points awarded for 5)
Annual fee, intl trans fee, late fee, short payment interests and late payment interests, cash advance interest BT interest and purchase interest.
500
A cust calls advising that they have lost their card, during the call the banker xs blocks the card, then auths then starts following the normal process of a SS block. The Cust then advises that the address is incorrect, the banker orders the card to the branch then amends the AOF to reflect more accurately and ends the call is this a compliant call? why/why not?
no they changed the address
500
if a branch calls what amendment can we make for them even though they have an eform for it?
SMS Security amend number