Lean AH - Introduction
Which field under Cardholder>> Reg Tab can users update Regulation E related information such as the Verbal Date/ Notification?
Initial Customer Contact Date
What is the main information used to pull cardholder data using the Universal Search Field?
PRN/ Account Number
This Tab contains basic information of the cardholder ie (Name, Address, Phone Number and Email).
Client Info >> Profile Info
This is a software program we use to communicate with our members via email and chat.
Zendesk
Which tool allows analysts to identify the Initial Customer Contact or when the cardholder notified us of an error? Select all that apply.
Zendesk
Galileo
Admin Tool
Which sub-tab under the Cardholder Tab tracks all the regulatory compliance dates?
Reg Tab
To pull dispute claims related to a specific account number, what link can users click from the right hand taskbar of the Home Page?
Dispute Claims
This Tab contains previous address and contact information of the cardholder.
Client Info >> Revert Info
What field is automatically filled out by the system once you apply a macro? This also allows us to track each ticket according to the member’s inquiry.
Disposition
What are the Provisional Credit Time Frames for Unauthorized Claims under Regulation E?
10 business days for Old Accounts, and 20 business days for New Accounts
Which Split Screen Tab provides four sub-tabs such as Info Tab, History Tab, Notes Tab, and Reg Tab?
Cardholder Tab
What are the disputed transaction details that can be gathered from the Admin Tool?
Dispute ID
Number of Disputed Transactions
Merchant’s Name
Transaction ID
This Tab contains all successful and failed transaction attempts.
Account Info >> All transactions
In Zendesk. This will pull up a list of all the tickets that are currently assigned to you
My Tickets
What is the Provisional Credit Reversal Time Frame under Regulation E?
5 business days after the claim is finalized
Which Split Screen Tab contains an event log of all actions (foot prints) and notes that have transpired on a case including the date the action was made and the username who performed the action?
Status Tab
Which tab contains all posted card transactions and record of approved and declined transactions?
Real-time Authorization Transactions View
This Tab contains all reloads the cardholder initiated may it be in the form of Cash Reload or Direct Deposit.
Account Info >> Payment History
After analysts select the correct macro, what are the fields that will automatically populate?
Assignee
Body of Public reply
Subject
Disposition
It is a legal document received from the cardholder that states a full acknowledgement regarding the filed claim.
Dispute Form
In managing child tickets, which buttons under case details allows users to merge or remove tickets to and from parent cases?
Move and Split Buttons
How do you check if CVV2 or Address Verification was performed for a transaction?
Real time Auth Events → View → Auth Events Details
This Tab contains ATM fees collected from the cardholder each time they used a non-money pass ATM.
Account Info >> Fee History
Where can cardholders send an email to report or file a dispute?
support@chimebank.com
claims@chimebank.com
What are the requirements for a claim to be eligible for Provisional Credit? Select all that apply.
The claim must be a Reg E case.
A dispute form must be received within 10 business days after the claim is filed.
The disputed transaction/s must be reported on time.
The claim must be a Non -Reg E claim.