COTS

Troubleshooting

100

Chrome, Firefox, Edge, Safari

What are the browsers supported by chase?

200

• Customer accessing Chase websites from their place of business and can't connect
• Fatal errors (e.g. "This application has performed illegal operation and will be shut down")
• Printer set ups
• Unexpected ending of browser session
• Upgrading or fixing corrupt browser
• For issues with Operating system; refer to Operating system IT person

what are situations we cannot assist with or support?

300

must be an official supported/released browser

Can a customer use beta browser to access Chase.com?

400

For Chrome, have customer:

• Click Settings icon (three lines) > About Google Chrome

How can you assist a customer determine their chrome browser version?

500

If pop-up blocker enabled: Customer can't access chase.com

• This also impacts Personal Financial Management (PFM) customers who download activity directly from Chase site (Web Connect) and customers who connect to Chase site through software (Direct Connect)

If customer has a pop-up blocker enabled, what Chase function will not work ?

Admin Tool

100

digital profile management or frontpage 

how can i access admin tool?

200

to update profile after any changes or updates

Why/when would we synchronize the user profile?

300

view history

where do you go to access memos or notes?

400

initiate online enrollment, view customer history, show/hide accounts, reset/change user ID

what are some of admin tool's functionalities?

500

this is the date customer last entered incorrect password

what does 'last login failure' mean?

Angry or Abusive Customers

100

an abusive caller uses insults/ degrading language directed towards the specialist

what's the difference between an angry and an abusive caller?an abusive caller uses insults/ degrading language directed towards the specialist

200

Tell caller/ customer you are transferring call to supervisor

 

how do i handle a customer refusing to disconnect the call?

300

listen to caller, repeat, take responsibility for actions, apologize, calm tone of voice

what are de-escalation techniques?

400

if caller continues to use profanity after warning and is directed towards the specialist.

when, if at all, is it okay to disconnect the call?

500

Manager should call JPMC Corporate Security Network with specialist who received call, provide any supporting documentation

how do i report threat situations?

Fraud/User ID Status

100

view history, confirm appropriate action has been taken, reactivate, invalidate all tokens

how do i remove fraud status?

200

the system where we can leave comments or memos after online changes have taken place

what is memo maker?

300

invalidate token, memo customer assist to mirror memo maker

what are important steps to take after removing fraud status?

400

it can be added at any time

does the customer have to have fraud to place fraud status?

500

transfer to EMM

what should we do with an account with suspicious status

Activation Codes

100

wire transfer activation codewhich code expires 10 minutes after it's generated?

which code expires 10 minutes after it's generated?

200

Generate code using Customer Assist - One Chase Digital Profile Management:

• Make sure correct User ID is selected
• Click Generate Activation Code
• Select type of code needed
• Select method for sending code

How do I process activation code for Online wire transfers?

How do I process activation code for Online wire transfers?

300

25 times

how many times can the customer fail to login before the account is locked?

400

active, expired, invalid, used, N/A

what are the different activation code statuses?

500

extra security at sign-on and enable email option (only available in browser)

what must a customer enable if they insist on receiving OTP by email?