SUPA STARZ JEOPARDY

SOFT SKILLS

100

Member calls in immediately stating their Debit Card is declining, what would be your response?

sorry to hear your

or 

i apologize to hear that your card has declined?

200

Anytime a caller presents a issues while on the call what should you respond with?

EMPATHY

300

when speaking to member and they speak over you?

yield to caller and allow then to speak before you respond

400

A caller states they are on vacation and their wallet has been stolen. which are examples of empathy? pick2

A. Are you out of country?

B.Im sorry to hear this happened

C.I can see how this can be frustrating

D.Is this your debit or credit card your talking about?

B.Im sorry to hear this happened

&

C.I can see how this can be frustrating

Authentication

100

when a ch calls about a business account and the first last four of ssn dont match what do you ask for next?

The last 4 digits of the tax id number

200

can you authenticate someone besides the cardholder if they are not showing on the acct?

NO

300

If UAD presents an authentication question during initial authentication and then asks the same question during secondary authentication do you have to ask again?

No you do not have to ask it again, unless you do not remember the answer.

400

what is the best wording to ask memeber for SSN?

To verify the account may i please have your ssn 

or 

For verifcation purposes may i please have your ssn?

TRANSFER/REF

100

You have determined that a block was placed on the account by VLR-FDW, who do you transfer to?

fraud detection

200

You have determined that a block was placed on the account by thru OLB and caller cant remove themself, who can they speak to?

ref member services 

or

transfer to ms if possible

300

callers calls for block removal and you see note from fdw to speak with FI and last note shows they tried to call ch back, who do you transfer to?

Fraud Dept

400

If the CH is unable to pass authentication but get a text from fraud can you transfer?

YES, you can still transfer them to the Falcon Department if the CH states they received a call or a letter.

LIABILITY

100

do you have to place a memo that you advised of liability?

YES IF SYSTEM DOESNT PLACE ONE AUTOMATICALLY

200

card holder doesnt want to report fraud right at the moment, what is your response?

If you choose not to shut down your card, you will be responsible for any current or future fraudulent transactions

300

if you dont give liabilty statement can this result in automatic 0 for QA?

yes

400

if system down do you still give liabilty if ch doesnt want to shut card down?

yes