Show:
Verification
Transfer Procedures
Card Decline
Fees and Timeframes
General Information
100
What items do we verify from a CH if we use the SSN as the search method
full name primary phone number on file DOB primary address on file
100
VIP Class =3 (can be viewed on Green screens) OR "ATM use Only" ticket in EasyHelp. Where do we transfer?
EnFact
100
What is the explanation for Card Decline Code "052"
PIN Tries Exceeded
100
How long do we send the card replacement to the CH?
5 - 7 Business Days
100
What are different types of HigherOne Accounts?
OneAccount OneAccount Edge OneAccount Premier
200
Can I proactively give the customer's email on file once he/she is fully verified?
NO. Items such as the customer's email, last 4 of SSN, DOB, telephone and mailing address cannot be proactively given EVEN IF the customer is fully verified since this will pose a security risk
200
Customer is reporting “unauthorized” activity on their account. Where to do we transfer?
Resolution Team
200
What do we advise the CH if the Card Decline Code is "057" - Lost or Stolen Card?
Advise the CH to order a new card.
200
How do we determine the amount of the Card Replacement?
Check the Fee Schedule on the CH account and provide it to them.
200
What is the meaning of CIP and what is it for?
Customer Identification Program. By law, all financial institutions must be able to identify its account holders.
300
If a customer is CTI verified, all I need to ask is his/her FIRST NAME
FALSE; we need to ask the FIRST and LAST name
300
Customer reports someone called them to review account activity. Where do we transfer?
EnFact
300
What do we do if the Card Decline Code is "059" - Restricted Status?
1. Check to see if card is dormant "5" in Greenscreen. 2. If there is an EnFact Case? 3. Create a ticket for "Difficulty Using Card"
300
How long does the transfer to ACH Refund Preference take?
2-3 Business Days
300
What is an Intermediary Bank?
An intermediary bank is a bank to which an item is transferred, in the course of collection, that is not the sending or receiving bank.
400
If a customer cannot verify both DOB and/or SSN, what should the agent ask him/her to do?
The customer needs to send a copy of birth certificate or SS card via mail
400
Customer is reporting potential identity theft. Where do we transfer?
Resolution
400
What is Card Decline Code "201" means?
INCORRECT PIN
400
What is the process for Direct Deposit?
First pay-out will be available after 24 - 48 hours of the date of the initial payroll.
400
What is FAR?
Financial Aid Refund. Higher One processes Financial Aid Refunds for its clients.
500
Based on the VERIFICATION GRID, what are the three items that an agent can initially ask the customer to get things started?
Card # Social Security # Full Name and Name of School
500
Customer is requesting to dispute a charge they “authorized”. Where do we transfer?
Resolution
500
What is the meaning of Card Decline Code "900" and what do we advise the CH?
PIN TRIES EXCEEDED Advise the CH to reset their PIN and they can use the new PIN after 24 hours.
500
How much is the wire transfer fee?
$25
500
How much is the spending limit per day and the breakdown?
$3000/day $500 – ATM $2,500 – Credit ‘Swipe & Sign’ purchases/Debit PIN-based purchases ($500 at most for PIN based transactions)