Customer Scenarios
Customer placed a stop payment on a Thursday, July 31st when would this item be returned?
Next Business Day, Friday August 1st
How do you remove an ACH filter?
Email customer's information and requested merchant that filter should be removed from to ACH department
Customer wants to place a stop payment on Netflix that is billing to their card ending 1521. How would you proceed?
advised Debit cards are not eligible for stop payments and refer to merchant. Dispute may also be needed depending on situation
Customer already has a filter in place for Speedy Cash, but says she knows they are going to try to charge the account again tomorrow
Verify how the payment is going to be made, and the filter is in place. Educate that it will block Only ACH transactions
Where can you find the Stop Payment procedures?
Sharepoint, Call Center> Stop Payment procedures
What account types are Stop payment fees waived for?
All stops for VIP customers and Employee once every quarter
Customer has multiple ACH's presenting today from different merchant's and states that they are all fraud
Place stop payments on the items and then call LP. Bonus 100 pts, if you also listed ask discovery and check previous history before placing stop and calling LP.
How do you add a filter to an ACH Stop and when do they expire?
Add "filter needed" to last line of remarks in Stop Payment form in Xperience. ACH filters once placed do not expire and have to be requested to be removed
Customer had a box of checks Stolen out of their car, how would you proceed
Issue check stop payment for the series of checks and then contact LP
Wells Fargo charged the customer account 3 ACH payments today. The customer would like to stop the payments today and future payments to Well Fargo
Issue 3 separate stops and then request a filter
Where do you list the amount of a check on a stop payment?
Last line of remarks section
What ways can a customer extend the expiration of a stop and how you go about doing so
Visit a BC, mail request in writing or call Customer Service. To extend you will edit the existing stop payment and add 6 months to expiration date
Customer would like to stop payment on this check and all future checks to this merchant, how would you proceed?
Issue traditional check stop payment and then a second stop payment with just the payee's name and add to remarks stop all paper drafts- Customer will still need to extend at 6-month expiration
Customer is issuing a stop payment for a lost Bill Pay Check and you have waived the fee. What must you cover in disclosures
Expiration date and how to extend. Also must cover fee if though we are waiving
Customer has an electronic Bill pay that they state is fraudulent. The item is memo posted for today, how would you proceed?
Electronic Bill Payments are not eligible for stop payments. Disputes are only eligible for fraud claims. Call IT Ops Risk during business hours or submit CRM event if after hours.