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EFS Knowledge
5 Keys
BOSS
PPC
UCard
100
What do the letters EBT stand for?
What is Electronic Benefits Transfer
100
Calling the customer by name would fall under which of the 5 Keys?
What is 'Always Be Courteous and Professional'
100
If statusing a stolen card in BOSS, which code should you use?
What is 04
100
When updating an address, what else must you verify?
What is the phone number
100
Can a Bill Pay be cancelled on UCard?
What is yes as long as it is still pending. Go to the Acct. Management link.
200
When calculating the timeframe for a "hold" what is considered the first day of the "hold"?
What is the day after the transaction is the first day.
200
Apologizing, taking responsibily, and finding solutions for the customer would fall under which of the 5 Keys?
What is 'Own Customer Issues from Start to Finish'
200
If statusing a lost card in BOSS, what code do you use?
What is 02
200
When a caller wants you to fike a claim, is it acceptable to ask them to call the merchant and call back if the merchant is unhelpful?
What is no, the advisor must file the claim, although they can suggest they contact the merchant, that should be in addition to filing the claim.
200
How would a specialist reset a caller's password in UCard?
What is we can't. The customer needs to use the 'Reset Password' option
300
What should you do before cancelling a lost or stolen card?
What is verify the last transaction
300
Using common sense, being upfront and honest fall into which of the 5 Keys?
What is 'Do the Right Thing'
300
When reopening a closed/negative card, what code is used?
What is 01
300
When a third party calls in for someone else, what should an advisor do?
What is ask to speak with the cardholder, verify security, and ask permission to discuss the account with the third party.
300
In UCard, what link would you go to if you were trying to order a card?
What is Card Status which will take you to Card Issuance once the card is statused.
400
If an IDES caller has an expired card,and their address needs changed, what should you do?
What is transfer to Escalations
400
Acknowledging the customer's issue, building trust, and making a connection would fall under which of the 5 Keys?
What is 'Building Lasting Relationships'
400
In BOSS, what key is used to 'Read' the card
What is F4
400
T/F caller asks for a supervisor and you xfer the call, staying on that call on 'mute' to listen is not considered a PPC violation.
What is false. This is known as Call Avoidance
400
What program that will be on UCard will allow for a one-time address change if the cardholder wanted it sent to a different address.
What is Ohio
500
What do the letters PIN stand for?
What is Personal Identification Number
500
Going above and beyond, and offering options such as My Alerts would fall under which of the 5 Keys?
What is 'Exceed Expectations'
500
What screen in BOSS do you need to go through to view transactions?
What is Balance Inquiry
500
T/F If a caller is abusive and you mute the call, waiting for them to hang up, this is the proper procedure for handling an abusive caller.
What is false. This is considered Call Avoidance. The Abusive Caller Policy is in GoTo and must be followed.
500
In the future, what will be the first program to allow customer service to unlock a PIN?
What is Ohio EBT