Jeopardy Review

KB Article

100

Cardholder is calling to report their card lost/stolen.

Lost/stolen status a star card

200

Cardholder is wanting to check their balance on their checking account.

Checking/Savings balance inquiries

300

Cardholder is calling in because of their card declining.

Declined Transactions Star Codes

400

Cardholder is calling in because they are traveling.

Cardholder Traveling Star Debit

500

Cardholder is wanting to cancel a fraud case.

Fraud procedures existing fraud

Verification

100

What do you ask for if name is listed as Mark C. Smith, but they only provide Mark Smith.

Do you have a middle initial or title on your name?

200

If the last 4 of the primary cardholder social security number does not match, what do you ask?

May I now have the last 4 digits of the primary account holder's social security number?

300

Mom is calling on behalf of her son's card, but she is primary on the account. What do you advise?

For security purposes, we have to be speaking to each primary cardholder.

400

T/F: You do not have to pull up the CU alerts before authentication.

False

500

Credit Union employee calls in. What do they need to verify?

Participant ID number

Decline Codes

100

Denial code is TS. What does this decline mean?

Security Decline

200

Denial code is U. What does this decline mean?

Amount requested is too high for account limits.

300

The decline code is D5. What does this code mean?

CH does not have enough available balance to cover the transaction

400

The decline code is I. What does this code mean?

Wrong PIN used

500

The decline code is T7. What does this code mean?

Didn’t reach chip on contactless/EMV card

ACME

100

Card has been blocked. Where you do you go to find who blocked the card?

Maintenance history

200

Where do we place memos for star?

FDR screen

300

Where do you verify special procedures for credit unions in star?

Alerts

400

What is a block called in a star debit card?

Warm Status

500

What type of card starts with a 6?

ATM card

Bonus

100

In which tab do you reset the pin fail count?

Pin/Tin

200

What type of fraud do we handle. Special or Standard?

Special.

300

T/F: We do not repeat back any of the cardholder's information unless we are speaking with the CU or HD.

True.

400

T/F: When you shut down a debit card, whoever else is linked on the account will have their card shut down as well.

False.

500

What statuses will we never use?

Misuse and closed