Internet
This is where you go in CA anytime a customer has questions or issues w/ their online services.
What is...
Digital Profile Management (DPM)
This is where you can waive a fee.
What is...
Monetary Transactions then click fee waiver
This is how much a customer can be charged to process a stop payment over the phone.
What is...
$30 per stop payment
In CA this is where you can start a claim.
What is…
Select the transaction & at the bottom of the description page.
This article will assist you in helping the customer to lock/unlock their card using the mobile app.
What is...
NavTool article 65785
This tool is used to access online transaction like bill pay or Zelle.
What is...
MMSCR
This is where you can find the Admin Tool.
What is...
Customer maintenance then click Digital Profile Management click Admin Tool
This department is where we transfer a customer who put in a stop payment, but it was still paid.
What is...
Claims dept.
This is how you cancel a claim.
What is...
transfer to claims dept.
This is how to assist customer in removing a Suspicious status from their online profile.
Who is...
Check View history in admin tool & per notes connect to either CPG or EMM. (JA 30476)
In Admin Tool this is where you can see which alert customer has set up & how they are sent.
What is...
Pacman Tool (NavTool article 75293)
When a customer gets declined using his Apple Pay you can see why here.
What is...
ATM/Debit card Decline
This department is where you transfer a customer who did a stop payment on a check & was still paid.
What is...
Retail Escalations (JA 30111)
Customer wants to dispute a charge that was done w/ a digital wallet, which department do you connect to if prompted?
What is...
Retail Claims Online-wires_pays_Wallets
This is the routing number you will provide to a customer to is expecting a incoming domestic wire transfer.
What is...
021000021 (JA 30073)
extra credit: What do you give for customer for international wire? Swift code CHASUS33
Name the four types of codes customers can request.
Who are...
Online enrollment/Password reset/Unrecognized Device/Payees-Payors-Recipients
Ext Credit: Which of the four codes don't have email as a option? Payees/Payors/Recipients
This is where you can change the design on the card.
What is...
ATM/Debit card maintenance
Extra Credit: what must you tell a customer getting a new design? They will get a new card number.
This is where the customer can stop a payment on a online bill pay check.
What is...
selecting the transaction in Bill Pay Activity in MMSCR.
extra credit: how much will it cost to stop? $0 (JA 30364)
These are the seven types of claims we can initiate.
What is...
Cancelled Recurring/Customer changed mine, cancelled, returned merchandise or services/Double billed/Items or service arrived late or not received/Overcharged/Paid by other means/Unsatisfactory Quality
What is the process when a customer has a pending unrecognized debit card transaction on their acct?
What are...
Retail Claims department (JA 72581)
You will connect to this department when a customer who has both a consumer & a business acct w/ chase wants to merge both accts together for online access.
What is...
BOTS
This is where you can either convert or link accounts in CA.
What is...
Account maintenance - Link/convert accts
This is how you place a stop payment on a cashier’s check or money order.
What is…
Send customer to bank branch (JA 30111)
What is the process when a customer calls in about a unrecognized pending ACH charge, but during probing you see customer was charged a year ago form same merchant. Customer said he didn't give permission for this new charge.
What is...
tell customer we have to wait till charge posts & to call back to the claims dept.
This is the turnaround time for a domestic wire transfer
What are...
Maximum of one to two business days.