Do you know your validation?
1. During validation, the call log shows the cardholder already attempted OTP through
the IVR (ticked) but did not successfully complete it. The cardholder requests that the
agents resend the OTP. What should the agent do
A. Resend the OTP because the cardholder requested it.
B. Attempt OTP through a different contact method (email if phone number was already
attempted)
C. Proceed with the applicable verbal validation process.
Answer: C - Proceed with the applicable verbal validation process.
1. A cardholder says, "I'm really frustrated with this login process and all these
verification codes." What is the most compliant agent response?
A. "Would you like me to create a complaint case?"
B. "I will create a complaint case to document your concern."
C. Let me know if you want to submit a complaint later.
B. "I will create a complaint case to document your concern.
1. A CH fails validation. When creating a case what is the correct next step
A. Create two manual cases, one for failed validation and one for the call reason and document the call reason along with the specific validation points that failed.
B. Create a manual case using the Failed Validation case type and document the call reason along with the specific validation points that failed.
C. Create a manual case using a case type that speaks to the query they called in about and document the call reason along with the specific validation points that failed.
B. Create a manual case using the Failed Validation case type and document the call reason along with the specific validation points that failed.
1. A Cardholder calls and requests that their account be closed because they believe it
was fraudulently opened in their name. What is the correct action?
A. Close the account immediately upon the Cardholder's request.
B. Transfer the call to RSA Fraud.
C. Submit an account closure request and advise the Cardholder to call back if they have concerns
B. Transfer the call to RSA Fraud.
1. A daughter calls on behalf of the Primary Cardholder (PCH) and requests a credit
limit increase. The PCH is not on the line. What should you do?
A. Proceed because the daughter is speaking for the PCH.
B. Obtain consent from the daughter and continue.
C. Do not proceed until PCH is on the line to provide consent.
C. Do not proceed until PCH is on the line to provide consent.
2. The PCH’s daughter calls in with the PCH present on the call/background. Since the
PCH is also on the line, how do you proceed with validation?
A. Proceed asking the daughter questions because the PCH's presence on the call is
sufficient.
B. Allow both the PCH and daughter to take turns in answering questions.
C. Require the PCH to answer all questions themselves.
Answer: C - Require the PCH to answer all questions themselves.
A Cardholder is frustrated about a service issue and has not mentioned wanting to
file a complaint. What should you do?
A. Ask if they would like to file a complaint.
B. Advise the Cardholder that you will file a complaint on their behalf.
C. Wait for the Cardholder to request a complaint before taking any action
B. Advise the Cardholder that you will file a complaint on their behalf.
2. You receive a dropped/dead air call. You were unable to speak with the caller, and no call record or customer profile populated on your screen. What should you do?
A. Create an Applicants & Prospects case with dropped call case type.
B. Create a Complaint case instead.
C. Do not create any case
A. Create an Applicants & Prospects case with dropped call case type
2. A Cardholder closes their PC® Mastercard® account and wants to ensure they can still access the points earned through that account. Salesforce shows that their PC Financial and PC Optimum accounts are not linked. What should you do?
A. Advise that closing the PC® Mastercard® automatically closes the PC Optimum account and transfers all points.
B. Transfer the Cardholder to the PC Optimum Program to ensure the points from the closed PC® Mastercard® account are transferred.
C. Advise the Cardholder that the points are no longer accessible once the PC® Mastercard® account is closed.
B. Transfer the Cardholder to the PC Optimum Program to ensure the points from the
closed PC® Mastercard® account are transferred.
2. When asked for consent to proceed with a credit limit increase, the PCH responds,
"Yup." What should you do?
A. Treat the response as consent and proceed.
B. Ask, "Can I take that as a 'yes'?" to confirm consent.
C. Decline the request immediately.
B. Ask, "Can I take that as a 'yes'?" to confirm consent.
3. PCH states their name as "Mary Pitcher" while the account shows "Mary Pitcher?Adams." Do we consider this a pass for primary validation?
A. Yes
B. No, the full name on the account is required
C. Yes, as the full name is not a strict requirement
D. Yes, if the phone number & DOB matches
B. No, the full name on the account is required
3. A Cardholder states they do not want a complaint filed. However, they can see
another Cardholder's statement in their online account.
A. Respect their decision and do not file a complaint.
B. File a complaint only if they change their mind later.
C. File a complaint because the matter is serious in nature.
C. File a complaint because the matter is serious in nature.
3. While documenting a call, you discover the caller is the daughter of the Primary
Cardholder and not the Cardholder selected in the case. What should be included in
the Contact Person notes?
A. Only the caller's first name, e.g Mike
B. The caller's relationship to the account (e.g., daughter of the Primary Cardholder).
C. No updates are needed because the account owner was not on the call.
B. The caller's relationship to the account (e.g., daughter of the Primary Cardholder).
3. A Cardholder requests to close their PC Money Account (PCMA). You notice the
PCMA balance is $0, but there are still funds remaining in the Savings feature. What
should you do
A. Close the PCMA since the main account balance is $0.
B. Advise that the PCMA, Savings feature, and Goals must all have a $0 balance before the PCMA can be closed.
C. Close the PCMA and automatically transfer the remaining Savings balance.
B. Advise that the PCMA, Savings feature, and Goals must all have a $0 balance before the PCMA can be closed.
3. You are processing a credit balance refund by EFT and have read the required disclosure. The Cardholder says they do not agree to the disclosure. What is the correct action?
A. Continue processing the EFT refund.
B. Process the refund and document the disagreement.
C. Do not proceed with the EFT refund.
C. Do not proceed with the EFT refund.
4. A caller’s Salesforce account contains the memory message:
"Ask for verbal password 'BlueSky7' as primary validation on every call. No Exceptions."
The caller provides the wrong password but correctly answers all other validation
questions. What should you do?
A. Count it as 1 failed verbal validation attempt and continue validation.
B. Transfer the call to Risk Service Advisors (RSA).
C. Transfer the call to failed validation queue.
B. Transfer the call to Risk Service Advisors (RSA).
4. A Cardholder calls to check their account balance. After you complete the request,
they complain about the long hold time they experienced before reaching you. What
should you do?
A. Create a Complaint case immediately when they first mention the hold time.
B. Ask if there is anything else you can assist with and create a Complaint case only if
they mention the hold time again.
C. Do not create a Complaint case because the original reason for the call was an
inquiry.
B. Ask if there is anything else you can assist with and create a Complaint case only if they mention the hold time again.
4. The Primary Cardholder completes validation and gives consent for you to continue
speaking with their daughter regarding the account. How should this be documented?
A. Note that the daughter called.
B. Clearly document that the Primary Cardholder provided consent to proceed with the daughter.
C. Record only the account inquiry and omit the consent details.
B. Clearly document that the Primary Cardholder provided consent to proceed with the daughter.
4. A Cardholder wants to close their PC Money Account (PCMA), but the Savings feature is still open. What is the correct action?
A. Close the PCMA first and then close the Savings feature later.
B. Close the Savings feature before closing the PCMA.
C. Transfer to Tier 2 to close the savings feature.
C. Transfer to Tier 2 to close the savings feature.
4. While obtaining consent for a credit limit increase, you decide to shorten the legal
script to save time. Is this acceptable?
A. Yes, if the Cardholder understands the request.
B. Yes, if the important points are covered.
C. No, legal scripting must be read verbatim.
C. No, legal scripting must be read verbatim.
5. A caller’s account has a general memory message reminding agents to "handle with
caution." It does not mention ATO, fraud concerns, "No Exceptions," or a mandatory
verbal password. The caller is asked for the password and answers incorrectly.
What is the correct action?
A. Transfer the call to RSA immediately.
B. Transfer the call to failed validation.
C. Count it as 1 failed attempt out of the 3 allowed verbal validation attempts.
C. Count it as 1 failed attempt out of the 3 allowed verbal validation attempts.
5. A Cardholder begins the call by complaining about a billing issue. After you create a
Complaint case and resolve the concern, they mention the long wait time they
experienced before reaching you. What is the correct action?
A. Create a second Complaint case for the wait/hold time if they mention it again after
you ask if there is anything else you can assist with.
B. Do not create another Complaint case because one already exists.
C. Replace the original Complaint case with a wait time Complaint case.
A. Create a second Complaint case for the wait/hold time if they mention it again after you ask if there is anything else you can assist with.
5. When creating an applicant and prospectus case, what should you do next?
A. Leave the case as-is because it will automatically update to Closed.
B. Manually change the case status to Closed after saving.
C. Create a new follow-up task before closing the case.
B. Manually change the case status to Closed after saving.
5. While processing an account closure, the workflow displays the message:
"The customer is eligible for retention, attempt retention?"
What should you select?
A. Yes, and attempt retention before proceeding.
B. Retention Unsuccessful if the customer still wants to close the account.
C. No, then select Next, as the retention options should not be used.
C. No, then select Next, as the retention options should not be used.
5. You are processing a pre-approved credit limit increase. The Cardholder clearly says
"Yes" after you read the required consent script. What is the next step?
A. Proceed with the workflow to accept the offer and submit the request in the system.
B. Ask the Cardholder to provide written consent before proceeding.
C. End the call because verbal consent is not sufficient.
A. Proceed with the workflow to accept the offer and submit the request in the system.