Soft Skills
What is three soft skills important in Fiserv operation?
(multiple correct answers)
Empathy
Positive Positioning
Voice Inflection
Building Rapport
Active Listening
Where do we listen calls?
Verint
Who is the Country Head?
Claude Duncan
What does Card Services provide?
Debit and credit card support
What is the main fraud type in Card Care?
Counterfeit
Name three types of challenging cardholders
Indecisive
No Boundaries
The Complainer
Know-it-all
Bully
What is the name of the tools used for our courses?
Xchange
Who is the Account Manager of Fiserv?
Nickeisha Montgomery
What is Card Care?
A specialized skill
How are cardholder's notified of a fraud alert? (multiple correct answers)
Phone call
Text message/SMS
What emotion is involved in soft skills?
Empathy
What is the name of Fiserv World?
Remote Desktop
Who is the Head of HR
Name 3 Expanded Services (multiple correct answers)
Rush Card Order
Limit Adjustment
Travel Exemption
Declined Transaction Overrides
Pin Reissues
What is the first thing we ask for if a cardholder received a fraud alert?
The case number
What is the questioning skills used when requesting information from a cardholder?
Probing
Name 3 tools in Remote Desktop (multiple correct answers)
Client 360
Verint
Genesys Sattelite
Knowledge Bank
Smart Guide
Who is the Senior Team Member for Fiserv?
Christan Bell
Name 3 Primary Services
Enfact prevention
Card Activations
Lost/Stolen
How does Enfact score a transaction?
Based on it's probability of being fraudulent
How does soft skills directly affect our cardholders?
(3 correct answers)
Empowerment
Willingness
Reassurance
Owership
What is the first tool that must be connected in Fiserv world?
Zscaler
Who is the HR Rep for Fiserv?
Yolanda Smith
What are Card Care's hours of Operation?
7am - 9pm
8am - 10pm
A fraudster obtains pre approved for a credit/debit card, loans etc etc., What fraud type am I?
Application Fraud