Refresher

Authentication

100

What tab do you check when authenticating a client ?

ownership tab 

200

When authenticating a client you can ask for full SSN and what else?

last 4-digits of account/card number

300

when authenticating a client you can ask for the full account or card number and what else? 

SSN 

400

If the client is not able to provide one of the pieces of information you ask what are 2 challenge questions you may ask ?

2 challenge questions

500

When you are performing a high risk transaction what additional system do you use to authenticate the client? 

phone finder 

AS&C

100

What portal tells us what system we would use when disputing a transaction for a truist client

claims portal 

200

what system do we use to dispute a transaction for a SunTrust credit card. 

RETS 

300

What system do we use to verify fraud or no fraud for a SunTrust client?

FDWC 

400

What system to do we use when disputing a transaction for a BB&T credit card ?

we do not dispute transactions for a BB&T credit we transfer the client over to FIS Dispute center 866-907-0507

500

If a client calls in & says their card is being declined for suspected fraud and the client is initiating the transaction. what systems do we use and check?

phone finder, bluezone, OBI, Visaonline 

Bluezone

100

what code we use to do a spending limit increase ?

cm33 

200

what code do we use when searching for an ATM?

ATM> F1

300

what code do we use to opt a client out of recurring debit card transactions 

KM49

400

If a client gets locked out of the IVR system what code do we use ?

AR45

500

What bluezone code do we use for a block and reissue with AS&C for suspected fraud ?

cm16 

Debit cards

100

What are some ways a client can activate their debit card ?

• Truist Online Banking or Mobile App
• Truist IVR at 844-4TRUIST and follow the prompts. Clients will be given the option to change the PIN when activating the Debit Card in the IVR.  The PIN change is effective immediately
• By performing a PIN transaction at a Truist ATM or merchant terminal
• Visiting a branch location for assistance

200

What is the amount of the fee Truist charges to expedite a debit card.

$30

300

How many business days does truist delay a debit card if the address was changed less than 30 days ago?

3 business days 

400

What are the options if the client wants to change their pin number?

Branch, IVR, Receiving through mail, ATM 

500

What are some self-servicing options a client can use to block their debit card? 

Online banking, IVR, Mobile banking 

CFS

100

If a client is requesting for a bank error refund. What form do we submit to keep track of the refunds/ request?

Escalation form 

200

Since we are CFS and have to order a card to the branch what must we put in order to order the card and to make sure it gets to the branch 

C/O Truist. 

300

What are some fees that we could refund ?

Wire, stop payment, monthly service charges, Foreign ATM Fees, Phone transfer, withdrawal Limit Fee, Account Analysis Fees.

400

What are some Escalation topics? 

Release of duplicate hold on account, remove client requested block on account or debit card, obtain shipping status of debit cards, obtain shipping status of debit cards, bank error refunds, refund bank error stop payment fees, bank eror refunds due to REG CC hold

500

What is considered a REG CC to refund the client for bank error fees? 

if client makes a deposit at the ATM and is not notified that the funds are not available.