L/S & Disputes
Where do you go to file a lost/stolen?
D button/ Dispute Tool
Where do you see transactions and authorizations before they are listed on a statement?
Cycle to Date screen on the Statements tab.
Name this bank- 5433
First Savings
True or False: If someone is declined for a credit line increase, you can tell him on the phone.
True. You should advise the cardmember that he will receive a letter explaining why in the mail, and educate that we will periodically review the account for an increase.
True or False: An authorized non-user can pay using his or her debit card.
False.
Name 2 purchase dispute types.
Duplicate billing, cancelled recurring, credit not received, defective merchandise, non-receipt of merchandise/services, not as described, unauthorized, does not recognize, paid by other means
Where do you go to request statement copies? What does it mean if the statement has an asterisk next to it?
Action menu, then click statement requests. Check the box of the statement(s) you want to send, then click ok. If there is an asterisk, this means there is a statement PDF.
What bank starts with 5182, and what is unique about this product?
Blaze Mastercard. This is the only card that someone can apply for without receiving a preapproved offer in the mail.
What can you change about a date of birth?
The date only.
A CH's wife calls in, but is not listed on the account as someone we can speak with. What type of payment(s) would you be able to make for her? Would you be able to tell her what the minimum due is?
ACH payment only. No.
True or False: If the cardmember wants to stop a recurring transaction (purchase-membership) from billing to the account, we should do a L/S report to change the number so the merchant no longer has access to the account number.
False, you need to advise the CM to contact the merchant to cancel the service/membership. If the merchant refuses or the CM is unable to contact the merchant, it would be a billing dispute.
Where do you go to find more information about what type of merchant it is for a specific charge?
Click on more detail after highlighting the transaction
Who can request a PIN on an account?
Primary or Authorized User.
What are the common reasons a cardholder will fail reissue? What happens if she fails reissue? Can she still have an account with us?
Delinquent or OCL at time of reissue, or foreign address on file. If she fails reissue, we close the account. If the cm returns the account to good standing, she can reopen and get a new card sent out.
A PCH calls to ask for the WU Quick Collect information on a FN account, and his account number. What should you tell him?
Provide him with the WU payment info (code city FNCC, code state SD, company name First National Credit Card), but advise the customer that you are not able to provide the credit card number over the phone.
When a customer opens a dispute how long do we advise to resolve the dispute? Does a customer have make a payment for the item(s) in dispute?
90 days to resolve. No, a customer does not need to make a payment for the amount the have in dispute, nor does it accrue interest.
What are the main reasons you will be empowered to credit a late fee? What is one other option you can use to waive a late fee if a cardmember accidentally paid the wrong amount?
First request, CH PTP via guaranteed funds, and statement not received. Incorrect amount.
If a plastic is rushed, who will deliver it?
FedEx
On what tab can you add an authorized non user. Can you add an authorized non user if the account is D, O or X?
Misc, yes
List 3 actions an authorized user CAN perform on an account.
ACH payment, activate plastic, address change, delete auth user, credit balance refund request, debit card payment, enter travel dates, interest charge removal request, late fee waiver request, PIN request, add or remove PREMIUM Club, autopay enrollment, replacement card request, returned check fee reversal request, phone number change.
True or False: If a CH has reported the card was used fraudulently, we have to file a L/S.
True
A customer has been billed a late fee which appears on the "cycle to date" screen. He is requesting credit for this fee. What are the steps you should complete?
1. Check to see if there is an old late you can credit. 2. Check Misc adjustments to see if he qualifies for a late fee credit. 3. Email the late fee request form to the Control Pod to complete fee credit, if eligible. 4. Advise the timeframe for the fee credit.
How many days should we advise for mail time for a new plastic in each situation?
1. New plastic (after lost/stolen or replacement)
2. Rush plastic
3. Rush plastic after lost/stolen
1. 10-14 business days
2. 2-3 business days
3. 3-5 business days
If the PCH is calling in to reopen the account, what are the four criteria that need to be met in order to reopen the account?
•The account is UCL •The account is not delinquent •The account was closed within the past 6 months •The cardmember resides within the US
If we receive a call to shut down an account as fraudulently established and the cm requests to have the hard inquiry removed from his or her credit bureau, what should we do?
Shut down the account as fraud established using the l/s option in the dispute tool. Ask the cm to send/fax in a signed letter stating that he or she was a victim of identity theft or stating that the account was fraudulently applied for, and include the request to remove the hard inquiry in this letter.