T or F
The PCM can give permission to speak with an AU for a lower APR request/doesn't need to remain on the line.
False; The customer cannot give permission to speak with AU or TP for lower APR requests. The customer must remain on the line for the entire APR reduction process.
Authorized User/Third Party - APR Handling Change *Retention* (sharepoint.com)
What doc provides guidance for when a CM is being inappropriate/yelling/cussing/name calling?
Abusive/ Threatening Inquiries Procedures
The customer is automatically logged out of the account center after ____ minutes of no activity.
10
Account Center Base Document (sharepoint.com)
Find the appropriate doc and tell me what the first bullet point/reason we are able to disclose the full account number.
Release of Account Information Procedures (sharepoint.com)
Frontline agents are systematically restricted from removing an airline, auto rental, cruise, hotel, or gas authorization of _______ or greater.
DAILY DOUBLE- What is the doc name?
$1500
Authorizations-GENERAL Procedures
When doing a CBR for a revoked account, you MUST notate the account status on the form for BEST to review and work the request.
TRUE.
Credit Balance Refund Procedures
Aside from the card typical card type rewards (5% quartely, miles, RAF, etc), what doc provides guidance on all other promotional inquiries?
DAILY DOUBLE - What would we suggest if they ask about a reward that we don't have access to?
All Promotions Job Aid (sharepoint.com)
What are the steps we can advise if CM is trying to enable or reset their biometrics for the mobile app?
Select More-> Settings-> Biometrics
Mobile Solutions Base Document (sharepoint.com)
What email do we send the required information to when reporting a CM's automation defense issue?
_____ cannot be used in the first part of an email address. (Only need to name one)
Email/ Text Services Base Document (sharepoint.com)
Anytime agents review an account through a phone call with a password/hint in the Account Notes Box, they should move the password/hint to the new password fields.
DAILY DOUBLE - What is the doc name?
When uploading a dispute document, the CM's file size should be less than 3MB.
Dispute Self-Service on Account Center Procedure- BAT, BAR, and eSupport Agents (sharepoint.com)
When unlocking the account center due to codes generated:
If eSolutions is showing 0 # of Codes Generated, are we required to reset the password?
Yes!
Stronger Authentication - Online Code Validation/ OOB Procedures (sharepoint.com)
How long are secured messages stored in the secured inbox for?
180 days.
Email/ Text Services Base Document (sharepoint.com)
If it's been ____ or more calendar days since the BT was posted, and the creditor hasn't received the funds, we will transfer to ____.
The customer requests a lower STANDARD purchase APR and you offer a 0% promotional APR and they don’t accept. If the buttons are displayed, you would select “No” to send an Adverse Action letter.
False - you would send the letter in this scenario.
What doc can you find the following information:
When a call is being WARM connected from another Department and the agent states they have already authenticated the customer, do the following:
Verification of Caller Procedures - ACTION (sharepoint.com)
When unlocking the account center due to verification codes, what are the four things we can choose to verify.
Remember, CM must verify at least 3 out of 4 of these pieces of information in order for us to unlock the account.
Stronger Authentication - Online Code Validation/ OOB Procedures (sharepoint.com)
HINT: It's mentioned during the L/S process if applicable.
If they're enrolled in a mobile wallet, they can continue to use the card through the wallet.
Discover.com requires ____ to view information in the Account Center (e.g., Spend Analyzer).
DAILY DOUBLE - What's the doc?
When you see the following decline reason, you will transfer to CPS:
DAILY DOUBLE - What is the doc name?
False.
Check account memos or look for a recent dispute credit to confirm if there is an OPEN dispute on the account.
Declined Authorization Procedures (sharepoint.com)
What doc can you find this information?
Law Enforcement call - Law enforcement official calling regarding an account: Warm transfer to Security & Intelligence Operations Center (SIOC) - Law Enforcement
Customer Protection Services (Security) Procedures (sharepoint.com)
Daily Double!! What is the doc name?
If a CM is calling in because they are having issues logging into their account, what are the three things you should be checking before resetting the password?
HINT: Step 1,2 and 4 of the proper doc. The answer is not about verification.
1. Is the account center registered?
2. Has their account number changed?
3. Is the account center locked?
Account Center Registration/Send Temporary Password Procedures – ACTION (sharepoint.com)
A secured card application status says Pending- No XFER, AND they are requesting to cancel their application, what will you advise the potential CM?
...explain the application is being processed and we are unable to cancel the withdrawal of the security deposit.
When uploading an image file ___ and ___ files are not acceptable.
JPEG and WORD files are not acceptable.
Dispute Self-Service on Account Center Procedure- BAT, BAR, and eSupport Agents (sharepoint.com)