Basic Authentication
When the client comes in fully authenticated what is needed to be confirmed in order to complete authentication?
What is confirm the client first and last name
How many attempts do you have to enter the 6 digit code?
What is 3
Whats BooZone menu options would you use to increase a debit card limit?
What is CM33?
What are three examples of soft skills?
Showing empathy, effective communication, and active listening PRO 7607 for other examples
How many years of statements are available?
What is 7 years
How many months of CIF comments should you review?
What is 12 months
What steps can we take to assist an international and NRA clients?
What is ask two additional authentication challenge questions NOT used during Basic Authentication
What screens can be referenced to determine why a client's transaction was declined?
What is CM11, CM12, and CM13?
100 Bonus points if you can list what type of transactions for each screen
Hold times should not exceed ____ minutes
What is 5 minutes
What is the turnaround time for debit card standard delivery?
What is 5-7 business days
What are the three ways to search a client in UD?
What is the SSN, User ID and the full acct #
Regarding clients with disabilities who cannot pass HRA do this before to ensure we are not in violation of the Americans with Disabilities Act (ADA)
What is place the client on hold and consult with Client Frontline Support (CFS) or a Team Leader/Coach before referring the client to the branch for assistance.
What is the ATM/Debit card main menu?
What is CM50
You should do this after a soft or hard hold
What is thank the client for their patience.
Where would you go to look at returned checks?
Check Image Direct (return depository)
What is the maximum number of challenge questions that may be asked?
What is 3
What do you do if you determine the caller is suspicious and you are not comfortable performing the requested transactions?
What is provide the Failed Authentication suggested scripting
What screen would we utilize for research request? (ex: client has questions about a closed account within the last 7yrs)
What is RT01
If a calls drops mid conversations and it is clear that you are speaking with the same person, additional authentication is not required, however the call recording disclosure is required. True or false?
What is true
What is the client courtesy periods for OD refunds? What about all other refunds?
What is the max that can be refunded for both?
What is 24mo for OD refunds, 12mo for other refunds and 72.00 for OD refunds and 75.00 for all other refunds.
For SHAW loans/lines, the ____ number is not included as part of the account number for authentication.
What is the note number
What are variations are considered a 'close match' with HRA name returns?
What is 1st initial last name, alternative name and common shortened names such as Sue for Susan.
For REG CC holds in PRO 8831 step #12 When confirming the account with the hold has no more than 2 OD/RI/NAB occurrences in the last 12 months use _____
What is DPFEE
If a client is frustrated or has been transferred many times this should be a warm transfer.. True or False
What is True (PRO 6706)
What is the stop payment fee? Can we process stop pay on bill pay checks?
35.00 and yes Care Teammates can place stop on Bill Payment check numbers beginning with 87, 88, 97, & 98 using standard stop pay procedures