Retail Support Jeopardy

Urgent Functions

100

This is the request we would use to pay an item set to return NSF.

AM05

200

This is the system we would use to look up the tracking # for an overnighted debit card. 

Xnet

300

This is the code to use in HOST when removing a SIG card hold, Pending Charge off, and fraud suspect hold. 

DU54

400

This is the dollar amount of fees we are able to override without TL approval. 

$108

500

These types of disputes are not eligible for PC rush requests even in hardship situations. 

Disputes filed for merchandise/service canceled, merchandise/service not received, or merchandise/service quality

Debit Cards

100

This is the cutoff time for submitting an overnight debit card order

2PM EST

200

This is the host command to remove a purgeable status on a debit card. 

PCSH

300

This is the limit given to us in retail support for removing a Non-pin debit card hold. 

$3,000 (previously $1k)

400

This is the host code we would use to reopen or activate a debit card. 

PCSP

500

How many overnight debit card escalations are allowed per day?

25

AM05

100

This is the cutoff time for submitting an AM05

12:30PM EST

200

True or false, the transaction must be posted before we submit an AM05

True

300

True or false, an AM05 can be submitted for a transaction completed with a debit card

False, only check and ACH transactions are eligible. 

400

What is the disposition reason we would use when returning an item via and AM05?

CCH Return Uncollected, Charge

500

What is the disposition reason we would use when paying a returning item via and AM05

OCH Paid Overdrawn, Charge

Repurposing an Account

100

This is the only qualification we can use to reopen a closed account.

Banker Error

200

This is the timeframe for when we can submit an account to have it repurposed. 

5 CALENDAR Days

300

This is the code for the CRISS we would use when we deny and account repurpose. 

RG08

400

This is the code we would use to submit the CRISS for an approved account repurpose request. 

RG10

500

This is the cutoff time for same day review for an account repurpose request. 

4PM EST

KYC

100

What pieces of information do we need to get from a customer before completing Instant ID?

First & Last name, SSN and address

200

What is one thing we HAVE to mention to the customer about the Instant ID quiz?

The quiz is timed. 

300

This is the one thing we need to mention before sending an OTP to a customer via text message. 

Standard text and data rates may apply. 

400

This account level alert that adds an extra layer of security requires the customer to first pass instant ID or innovis. 

Adding or changing a verbal password. 

500

If a rep calls in and says that there is nothing populating for the KBQ's in edge how should we advise them to proceed?

Customer is ineligible for KBQ's since it is blank and you must move on to CATCH advanced KYC. If that is unsuccessful call back.