CMS
What balance do we quote to a customer?
Check CMS to see what balance we quote. It varies bank to bank.
How many verification questions can a customer miss before failing verification?
Two.
What does the customers temporary password reset to when resetting a password in XP?
The last 4 of their social security number. If it is a business, it will be the last 4 of their Tax ID Number (TIN).
How do you warm block a card in XP?
Go to debit card, then select the 'harry potter wand' and select warm block.
Can you provide the customers routing number without verification?
Yes, routing numbers are public information and can be provided to the customer.
What keywords do you search for in CMS when a customer calls in stating that they need the warm block removed from their card?
"Fraud Removal" and "warm card"
What types of accounts do we verify on?
Always select a deposit account to verify off of. As a last option, we may use a loan account.
When a Glacier customer's OLB is 'dormant', what is the next step the agent should take?
Post in ResQ NetTeller reactivations and ask if someone can remove the dormant status from the customers OLB.
When transferring funds for a customer how do you know which account to start the transfer transaction on?
You will always start on the account that the funds are coming OUT from.
What does APY stand for?
Annual Percentage Yield
Where do we find what hours JH takes calls for a specific bank?
CMS<Home Page<JH Call Center Hours
When getting the information for a transaction we can use 2 of the 3 of these.
1. Merchant
2. Date (has to be exact)
3. Amount
What 2 OLB platforms does JH own?
Net Teller & Banno
When entering notes for people who are on vacation or traveling do we put the notes in the 'vacation' or 'travel' fields?
Always travel if CMS allows. If out of country, please add country codes if CMS allows.
How many seconds after a call ends do you have to wrap up the call before the next call comes in?
30 seconds. If needing longer time, go off queue under 'after call wrap up'.
Where do you find what supervisors are on shift?
CMS>Supervisor Schedule & Contacts at top of main page of CMS
What steps do we do when a customer fails verification
Send an s/e to the bank
Post in ResQ general chat
Where do you find Camden's Q2 creds?
Secret Server-personal creds
What symbol in the icons at the top do you select to check if their are any holds on the account.
The 'stop hand'. This both checks for stops AND holds.
What is Axonify?
Anxonify is a weekly training program you will be scheduled for twice weekly.
What keyword do you search to get the pin code for TransPerfect?
Language Line
What is the threshold tolerance for a 5 digit transaction?
+/- $500
What is DI?
DI is Digital Insight. Midland State bank's OLB platform that they use.
What do you do when you cannot wrap an AH Call Back within XP/Synapsys?
Fill out the service event 2.0 smartsheet on the home page of CMS.
What is a FSB?
FSB stands for Full Service Bank. We service our FSB's credit cards with the Quick Assist program. You will not be taking these calls until you reach the L2 queue. Please transfer up if you get one of these calls.