ZELLE & COMPASS
WHAT IS THE DAILY & MONTHLY LIMIT FOR TRANSFERS
2,500 DAILY
5,000 MONTHLY
5.000 DAILY (PRIVATE)
50,000 MONTHLY (PRIVATE)
What do we do with the message:
Unable to process your request
Access denied
Delete cookies and catch from all time
What piece of information works the best to look up billpay profiles?
BANK ACCOUNT NUMBER
WHAT IS THE DAILY & MONTHLY LIMIT FOR EXTERNAL TRANSFER INITIATED ONLINE
5,000 DAILY
20,000 MONTHLY
Who would you reached to if a transfer it's "under review"
FRAUD
Do cx have a transfer limit on zelle? When does that limit reset?
Yes, cx have a 30 transaction monthly limit.
The transfer resets after 30 days from the date it was done.
If the cx app doesn't work, which troubleshooting would you try?
- Delete cookies and catch
-Remove and re-install app
-Restar phone (worse case scenario)
What does FROZEN status mean? and who do we contact to fix it?
Frozen means fiserv blocked the acc. More tan likely due to collections.
We contact Fiserv:
918008481337 - Collections Fiserv #1841 (CODE)
918008778021 FISERV
-Go to transfers
-Manage acc.
-Add acc.
Initiate transfer
Where was Santander funded and who is it's current president?
SPAIN
Ana Botin
If your cx has a Restricted hold, came low risk, and has a social. Which steps would you follow to remove it?
- Experian auth cx
- Confirmed if cx wants to cancell or send money
- Confirmed if cx knows and trust contact
- Override hold and add note on zelle and CC servicing
Where do we check on going issues with OB, MB, and zelle?
Tech Issues, Defects and workarounds --> Retail
Billpay only works to make payments to companies. TRUE/FALSE
FALSE. Payment to people and smaller organization can be set up as well.
The cx updated their phone number and they need to add the new one. What do we do? Where do I find the steps to follow
- If out of print cx --> High Risk
If cx has access to app: guide cx to add number themselves. Instructions on OLB924 & OLB902
- If no app, and in print: branch
Cx wants to dispute a Zelle charge. Is that possible?
Yes. We transfer the call to disputes.
No guarantees they will get the money back.
What do we need to check for a REJECT TXN, and who do we call to fix it?
We need to check:
Acc. opened for more than 30 days
No changes on phone or email in last 30 days
Cx calling from number on file
We call OBTECH
Cx phone number was removed from cx profile by system. What steps would you take?
Issue 260.
Track issue on an escalation form.
Reach to High Risk
What kind of check can be stopped and re-credited?
SINGLE CHECK
Can cx deposit checks through the app and the website? If so, how? and what it's the limit?
We can deposit checks ONLY on the APP
Money movement --> Deposit Checks
5,000 daily / 20,000 monthly
What it's the coach's real name?
Margerie
If a cx request more contacts to send money on zelle. What would you do?
I would fill in a T2 OLB escalation form.
Cx is trying to pay his mortgage on the app but gets the message: ACCOUNT INVALID.
Where do you find the steps to take and what are those steps?
Cx is trying to pay his mortgage online but gets the message: ACCOUNT INVALID.
Where do you find the steps to take and what are those steps?
If a cx was charged a late payment fee. Does Santander take care of that fee? What would the cx need to do?
Yes, Santander takes care of any fees caused by errors when processing payment. This is call the billpay guarantee
The cx would have to send proof of the late fee to the email: CMOLB@santander.us
Known Your Customer
It can be completed online
OLB902
Where would you go to check the credential status?
How can you know it the number was recently changed?
*share screen*
-Credentials --> retail --> User ID -->Channel status
-Credentials --> retail --> User ID --> Reset Credentials