Show:
Initiate Credit Card Fraud Claim
Pay Bills Credit Card
What's the Process OR PRO?
Who's that caller?
Authorized Users
100

Level of authentication required when a member calls to review suspicious activity on their credit card? 

What is High-Risk Plus 

100

Credit Card Payment account options 

What is USAA checking or savings account, or an external checking or savings account

100

When a member calls in and asks to make a payment on a credit card account that is greater than 45 days delinquent? 

 What is PRO19246 Delinquent Payments 

100

If portal displays a blank portal what are all the options we can ask the member? 

USAA NUMBER, ONLINE ID, SSN, Phone number, email address, and Account type & number. 

100

An Authorized User can be added to a credit card account at any time if the account status displays as


What is Normal/Normal, Delinquent/Normal or Over limit/Normal

200

Type of user that can remove a fraud block on their card only.

What is authorized user

200

USAA credit card payments may be scheduled up to how many days in advance?

What is 180 days

200

If a member calls in stating that their credit card is damaged/unusable, what process do you use?

What is PRO19277 - Replacement Cards.

200

Where can you find the KBA questions? 


Quick tools, all tools, member authentication.  OR Quick tools(favorites)

200

How many authorized users can be added per credit card account 

What is up to 10 Authorized Users 

300

What should be submitted if a fraudulent balance transfer is reported?

What is an Enterprise Financial Crimes Case Referral

300

Type of payment that cannot be  canceled or modified 

What is same day payments

300

If a card holder calls in and their card is being decline and the decline reason is AVS/CVC2/EXP MM, what PRO do you use to assist you?



What is PRO19033 - Decline Authorization Message - Credit Card Servicing

300

When manually authenticating a member and If the caller cannot provide appropriate responses to verifiers asked, it is considered a fail and proceed to what step? 

Profile recovery 

300

What is the minimum age to add an individual as an Authorized User

What is no minimum age
400

Process to report all declined fraudulent or zero-dollar transactions

What is Lost/Stolen 

400

Type of users that can schedule, modify, or cancel one-time payments on usaa.com and using mobile application

What is Primary cardholders, joint cardholders and authorized users

400

If a member calls about an account in Revoked status, what PRO do you use?

What is PRO30035 - Account Status Inquiry


400

(TRUE OR FALSE) The pin number, phone password, and security codes MUST be repeated back to the caller? 

FALSE

400
  • Which authorized user must be deleted from the account if they do not wish to be reported to the credit bureau.
What is spouse
500

If a USAA Credit Card is used as overdraft protection for a USAA banking account, the credit card number will be updated automatically within how many business days?

What is 2-3 business days

500
  • Payment from what type of account is subject to the systematic payment hold process?
What is an external account
500

Which credit card PRO do you use if a member doesn't understand how their payments were applied? 

What is PRO19243 - How Payments are Applied - Credit Cards



500

Name 4 request/transaction that require members to be High risk plus authenticated? 

What is: 

  • Add a new DDA account
  • Add a new Mutual Fund and Brokerage account
  • Alternate Address requests
  • When quoting/illustrating or pre-filling any annuity application 
  • BW/FASG Wire Transfer
  • Create/Update USAA PIN or Passwords
  • CoSA specific High Risk Plus Action per KD
  • Enhanced authentication
  • FACTA Alert (on member's profile)
  • High Profile Member
  • Official Check requests
500

A Utilization Promotional Offer is sent to which user 

What is Primary Cardholder