"Let's get you authenticated"
A customer calls in for assistance with a balance inquiry. The customer verified the phone number via the IVR. What additional security information is needed for the agent to provide account details to the customer?
1 mandatory & 2 additional
What is the KB article that provides the step by step proess on how to opt a customer out of ODP?
KB0015959
An agent is assisting a customer with processing a loan payment via PayPoint. The agent has read the first disclosure and is reading the second to finalize and process the payment. What is the final question that the agent MUST ask before pressing the "submit payment" button?
Do I have your permission to submit the payment?
Sheila called in because she placed an online order for a blender. When Sheila received the item, it was cracked on the side, which means she would not have been able to use it. She tried to contact the merchant, but was unable to speak with anyone and is wanting to move forward with a dispute. What kind of dispute is this?
They are dissatisfied with the goods or services
After the final payment has been submitted on a retail loan, how long will it take for the account to offically close and for the loan to be released/paid off letter sent to the customer?
10 business days
How many security questions are needed to update a phone number on a customers profile if the customer is unable to OTP?
4 mandatory & 1 additional OR
5 mandatory
Which KB aritcle gives you information on how to determine if a customer has a chip card or a non chip card?
KB0016326
“Caller, are you there? If you can hear me I cannot hear you. Please give us a call back at 888-323-4732. Thank you for calling First Citizens Bank, have a great day!”
Charles called in due to setting up a free trial for Paramont+. After the free trial period, Charles informed that he cancelled the subscription via email but the company still charged his account for the month and he wants to dispute the charge. What is the dispute type?
Cancelled or returned goods or services.
If there is a HH on the customers DDA, but they call in to have funds transferred from one account to another, how long will the transfer process take?
1-3 hours
KB0016367
Paul calls in due to unauthorized charges on his wife's debit card who's a joint owner on his checking account. Paul requests to have a replacement card sent, but his wife is traveling and he needs the card to be sent to their vacation home. Will the agent be able to assist the customer with this request? Would it be low risk or high risk?
No, the agent must inform Paul to have his wife call back in and request for her repalacement card to be sent to an alternate address.
This is considered HIGH RISK
When replacing a debit card, the agent must confirm if there has been any recent address changes within the last 30 days on the account. If there has been any changes, the call then becomes an Account Maintenance Security call (high risk). Which KB article supports this statement?
KB0017374
A sales representative with Honda of Columbia is calling in to get the payoff amount for a mutual customer. The caller was able to answer security questions asked by the CEC agent. After providing the payoff amount and daily interest, what MUST the agent ask the caller?
"Do you need this payoff in writing?"
Andy submitted a disputed due to making an online purchase on Amazon 2 weeks ago from his debit card. He was advised that the package should have arrived 3 days after the order was submitted but had not received it before submitting the claim. Today Andy calls in to inform that the item finally arrived and that he would like to cancel the claim. What should the agent do?
Send an email to EFT REPORT
KB0016438
Tina made a double payment on her car loan and would like for the additional payment to be reversed. How long will this process take after submission?
2-3 Business Days (payment must be posted to the loan first)
Brandi is calling in to make a payment on her husbands loan that is due today. She only has her husbands social, the account number, and her husbands full name. She will be making the payment from a debit card that belongs to her. Will the agent be able to assist Brandi with her request?
Yes, as long as the payment method is in the caller's name, the caller will only need the account number and the account owners name in order to make a payment.
Malaysia made the final payment on her auto loan 15 days ago. After reviewing the notes in ALS, the agent informed her that she would be receiving her paper title from the DMV due to FCB releasing the title electronically just yesterday. The agent then informed Malaysia to follow up with her local DMV. What KB article supports the information provided to Malaysia from the agent?
KB0018076
When opting a customer out of ODP, what is the verbiage that you MUST inform the customer before processing the request?
"If you go to the ATM or a merchant and attempt to use your card and funds are not available, your card will be declined. However, if a reoccurring payment processes, the payment may still post to the account, and you would be charged an Overdraft Fee."
Ruth called in due to an authorized charge on her checking account. She is not sure if the charge happend on her card or not. The agent views the transaction on the account and it's listed on her joint owners card. The agent files the claim under Ruth's debit card in BPM. Did the agent file the dispute correctly?
NO. The dispute must be filed on the correct card number in BPM. The agent would have needed to access the joint owner profile in BPM and file the dispute under the correct card number.
What is the cutoff time for internal transfers? (Customer should complete transfers before this time for it to be immediate)
9:00pm EST
CSR Ashley received a call from a business customer who's needing assistance with transaction verification. When authenticating the caller, Ashley asked for the EIN, account number, and the opening branch location of the account, but did not display the branch tab in Service Expert to verify. Ashley then provided the caller with additional information on the transaction in question. Was the caller fully authenticated?
No, the opening location must be displayed on the screen by clicking the branch tab in Service Expert.
Per NACHA rules, some ACH transactions only have a 24-hour window to dispute. However, we are going to move forward and submit the dispute. The bank will do their due-diligence and research further in hopes of collecting the funds back. If during the investigation it is discovered that the ACH transaction needed to be reported within a 24-hour time frame, the bank will mail the customer an affidavit. Which KB article supports this information?
KB0016438
Once we delete the pending authorization transaction related to the pending authorization adjustment transaction from the customer's account, it does not mean that the charge is removed from the system completely. The original authorization will not void until the merchant finalizes the adjusted transaction on their end.
KB0016339
Jackie is an elderly customer who believes he was scammed a few days ago. The caller was able to access his olb from a link he sent to Jackie and also move funds between Jackies account. After reviewing the account, the agent was able to see unauthorized charges made from Jackie's checking account. What should the agent do to secure Jackies account?
1. Disable Jackie's digital banking profile (adivse to have device professionally cleaned)
2. File an ACH dispute for unauth charges
3. Place a HH on the checking account
4. Refer Jackie to the branch or Fraud Lvl2 for assistance with opening a new account (depending on acct bal).
Pertaining to a personal account, if an ACH dispute is less than 60 days old, provisional credit will be given in most cases within _______ of the dispute being reported to the bank
72 business hours