Show:
Authentication
Benefits & Rewards
Dispute/Fraud

Payments/ePay
Service or Transfer
100

What is the first step when authenticating?

Verify caller's first & last name 

CA # 24830

100

What is the eligibility timeframe to receive a NABO?

48 Months for Sapphire products CA # 25347

100

What is the best way to determine if a transaction is fraud or a dispute/claim?

Ask LOTS of probing questions, the more information we have, the better chance we have at determining which workflow to use. 

CA # 24560

100

What is the cut off time for making payments using an ATM, Online, Chase Mobile app, VRU, or speaking with specialist?

  • ATM cut off time is 11:59 p.m. (local time)
  • Chase ePay – Specialist assisted / VRU / Online / Chase Mobile app (Chase credit card)
    • Specialists and customers using any ePay payment channel can submit same day until 11:59 p.m. ET. Time frames below are when payments will be viewable on account

CA # 24985

100

Service or Transfer

Calling to report Fraud/unrecognized transaction.

 

Service this call, we would use our card replacement workflow to tag the fraud, you may be prompted to transfer to fraud. If it is "new" fraud, the call must be warm transferred. We must always attempt to tag the fraud prior to transferring over to fraud.

CA # 42798

200

Name the Job aid and article # where we can verify what entitlement each card member has.

Customer Entitlement Matrix 

CA # 24525

200

The amount of reimbursement for hotel stays booked through Chase Travel Sapphire Preferred card members receive.

Sapphire Preferred card members receive up to $50 in statement credits as a reimbursement on hotel stays purchased through Chase Travel annually. CA # 25105

200

Fraud or Dispute

Card member calling to report a merchant continues to charge their account even though they have confirmed  cancellation their membership.

Dispute - We would start the process to initiate the dispute/claim for the client, only if prompted to transfer to Disputes after attempting workflow. 

CA # 24560

200

What are the reasons a card member may have a float pay on their acct?

What is the reason my payment was put on hold?

  • That's a great question, payment processing times can vary. Some common reasons we may need to hold the available credit while the payment processes include:
    • Past payment history for this account
    • Account status
    • Payments outside of usual payment pattern

CA # 24549

200

Service or Transfer

Card member wants to review an existing booking made through Chase travel.

Transfer to Sapphire travel team or provide the customer direct number.

CA # 24404

300

Where would we go to opt out of Voice Verification?

In FA we would go to the workflow Communication Preferences > General Preferences > Opt Out. 

CA # 24830

300

What is the timeframe to receive a Chase Sapphire Reserve $300 annual travel credit?

Automatic credit based on travel MCCs; Will appear on statement within two billing cycles. CA # 25179

300

How would a customer add documents for a claim/dispute? 

Through the Chase Mobile app > manage account > Track Claims

Chase.com > More menu > Account Services > Track Claims

300

What is the addresses clients can send a paper check for payment the regular mail?

Credit card payment option for customers wanting to send payment by regular mail

  • Always have customer put full card number on check
  • Illinois address is best option if customer doesn't have remittance slip
  • Address:


    Cardmember Services
    PO Box 6294
    Carol Stream, IL 60197-6294

    – OR –

    Cardmember Services
    PO Box 1423
    Charlotte, NC 28201-1423


CA # 72581 & 24632


300

Service or Transfer

Setup a PIN for cash advances

Both! We would not be able to set the PIN for the card member however we would still be required to review Cash Advance disclosures before transferring to PIN IVR. 


"Your current APR (or Annual Percentage Rate) for Cash advances is < numeric rate > % variable, with a fee of < numeric percent > %, minimum of < amount >. In addition, interest accrues daily and there is no interest free period."

CA # 24438

400

True or False We can confirm an expiration date if caller provides info first.

False, we will NOT be able to confirm any details of account information including full acct #, CVV and expiration date. 

CA # 24830

400

How often do Sapphire Reserve Card members receive $100 statement credit for Global Entry, TSA PreCheck or NEXUS application?

Customers receive one statement credit up to $100 every four years as reimbursement for the first application fee.

CA # 25179

400

Fraud or Disputes

Calling to report merchant they made a purchase from seems to be a scammer.

Disputes - Now depending on the situation this scenario could determine which dispute reason we would select.

CA # 24560

400
What is the maximum amount an ePay can be processed using VRU

ePay limits processed using VRU, online, mobile, First Assist:

  • Minimum amount: $0.01
  • Maximum amount: $999,999.98
400

Service or Transfer

Calling in about a previously submitted fraud charge that was rebilled to their account

Transfer to Fraud Recovery

CA # 24403 & 72581

500

What are the authentication types for card?

  • Aided Recall Tool (ART)
  • Bank of last payment (BOLP)
  • Connect Us
  • Cross Product authentication
  • DOB
  • In-app authentication
  • MMN / password
  • OTP
  • Voice ID

Authentication types for Chase Online / Mobile app:

  • OTP
  • In-app authentication
  • Debit card PIN
  • Driver's license scan

    CA # 24830
500

Name of system we use to verify customer's next $300 travel credit reset period? 

Specialists can access LSP "Account Overview" screen to communicate customer's next $300 travel credit reset period (e.g. 06/2018)

  • Field in LSP will display: Next year's credit begins after statement closing date in MM/YYYY

CA # 25179

500

What options do card members have to check the status of an existing claim?

  • Tell customer they can check their claim status online at chase.com or Chase Mobile app; see Customer self-service options
  • Access Claims workflow on main screen in First Assist
  • Select Existing Claims and provide customer with information. If customer requires more details, cold transfer to DBP using CTI Connect functionality in Claims workflow

    CA # 24560
500

How may payments can a card member make in one day from the same bank account/Pay From acct using the Chase Mobile app?

  • Online or Chase Mobile app: Customer can make up to three payments per day
    • Includes making payments using either same or different 'pay from accounts'
    • If using same 'pay from account': Payment amounts must be different for each payment
      • Example: Customer can't make three $100 payments today from the same account; however they can make three payments with three different amounts (Payment One - $100; Payment two - $101; Payment three $99)

CA # 24462

500

Service or Transfer

If customer has rewards redeemed through Chase activity they didn't perform, don't recognize or received points that aren't theirs.

Transfer - Fraud - Customer Protection Group

CA # 24403 & 72581