NO
What is the Acadia the tells teammates what digital topics they can and cannot assist client's with per their department?
PRO8333
Digital Banking - Teammate Responsibilities
Client states that they received an alert that a new device was added to the online banking. The client states they just had fraudulent transaction occur last week and had to reopen new accounts. Would the client need to speak to AS&C?
No.
Client called in stating their debit card was declining. The client is authenticated via IVR. Do you assist or transfer the call?
Initially assist client. There are some debit card decline reasons that we can assist with or provide clarity on the transaction decline. This may prevent unnecessary transfer.
Would I transfer a client to AS&C if they stated that their were fraudulent charges on their debit card?
Yes, this is a valid transfer per Reg E.
What is the Acadia document that speaks to who can assist clients with locks, blocks, or statements?
PRO-9121
Digital Call Flows - Locks, Blocks and Statements
T/F: Placing a client on hold and calling over to another department for assistance counts as a transferred call.
False.
Client wants to know whether their debit card has been mailed out yet. What 3 ways can you see if a new card has been mailed without transferring the call?
1. Review UD info for debit card.
2. Call the Care department for confirmation of card mailing.
3. Review alerts in DAH for card mailing.
Client states that they are trying to find out their account balance. Do you transfer the call?
No. Provide account details from UD.
Client stated they reeived a notificatin from a merchant that there payment could not be made. What probing question would you ask? Would you assist if the payment was made on the merchants website?
Branch teammate calls in to have a client's online banking profile unlocked from a fraud lock. After verifying that you cannot assist AND the number is in the CIF comments. Do you transfer the call to EFM? Why or why not?
Per Bruce, we do not have to transfer branch teammates. We direct the teammate to the comment containing the information.
Client stated that they have been trying to check the status of a claim for fraudulent transactions on their debit card.
No. Call over to AS&C and ask are there any updates on the case. Ask teammate to hold as you provide details to client incase the client has further questions.
After submitting the statement uncombine form the client asks to be mailed the statements for the last 3 months. Do you transfer the call to have the new request completed?
No. To prevent a transfer, verify the client's mailing address. Place the client on hold and call over to the Care dept to have the request completed.