Transaction
What has to happen in order for "FALLBACK" transaction to appear in the cardholders account.
3 SWIPES and card will cause that error and to unlock CH must be able to perform a successfully pin based transaction.
WHAT IS THE TRANSACTION/REFERENCE ID FOR 1st form and 2nd form of id?
LAST FOUR OF ID/BC OR SSN
in order to update a SSN,NAME OR DOB what kind of verification is required?
ADVANCED AUTHENTICATION OR ID'S
After reason of call, CSRs should give this?
Assurance/empathy statement
what tab in SIEBEL can CSRs see if CH performed a pin change?
Transaction History tab
what is the only scripting CSRs must use based on management approval?
The Outage Scripting
WHEN THE ADDRESS IS CHECKED OFF AS A "BAD ADDRESS" THE CARD STATUS IS _____
WHAT IS "RETURNED"
The card that begins with 5115 is called what department?
What is I2C.
What is the engagement website we use called?
PROPONISI
If the KBA questions have a green answer as "NONE OF THE ABOVE" what do you do?
What is ask 4 incorrect answers.
What SYSTEM allows CSRs to review the timecard, holiday pay and sick time?
FEPS (:
HOW LONG DOES A BANK PREAUTHORIZATION TAKE TO SETTLE FOR DX?
10 CALENDAR DAYS
WHICH TAB IN SIEBEL WILL YOU BE ABLE TO SEE A RECENT DISPUTE SR NUMBER?
SR HISTORY TAB
What are the 3 criteria's for a email OTP?
DATE FIRST SEEN (12MONTHS)
GREEN ACCEPT BUTTON
HOW LONG DOES IT TAKE FOR REFUNDS TO POST ON THE SEIBEL ACCOUNT ONCE SETTLED.
UP TO 30 DAYS ONCE SETTLED.
CHECK YOUR WIKI
AFTER ch passes advanced authentication, CSRs MUST verify something else before removing the suspension. WHAT IS IT?
FS NOTES (FRAUD STRATEGY/FRAUD SUSPEND)
WHAT ARE THE 4 NOTIFICATION/ALERTS WE OFFER FOR DX?
HIGH DOLLAR PURCHASE
LOW BAL
TRACKING NUMBER (EXPEDITE)
DEPOSITS
When is the tracking number available and what two website can you use to find the tracking number?
what two addresses can you NOT expedite to?
PO BOX & GENERAL DELIVERY.
What is the AUX CODE for LUNCH
LOGOUT.
Which are the disputable transaction types?
ATM balance inquiry
Cash purchase with cash back
Force Post Credit
Pre Auth Release for Settlement
What is cash purchase with cash back?
HOW LONG IS A ID VALID FOR ONCE APPROVED IN SIEBEL?
5 BUSINESS DAYS
When is the only time you may provide the case number to the CH?
When requesting ID'S.
When assisting state calls we will sometimes see a "V" for family violence indicator, what must we never do for those accounts?
ASK FOR ADDRESS OR SUGGEST UDPATING
ALWAYS REFER TO LOCAL OFFICE OR CONFIRM WITH CH IF ADDRESS IS UPDATED W.LOCAL OFFICE.
what does MI, NV, and MO stand for, for states?
MICHIGAN, NEVADA, MINNESOTA