Complaints
This is a type of compensation provided to customers in scenarios where there is no financial loss but Chase caused Material distress, pain and suffering.
D&I
Where should we check and validate decline reason code?
Decline Reasons List
Where should we transfer the chat where customer is reporting about an unauthorised transaction?
FCQ/Fraud Chat Queue
Yes or No.
Are customer allowed to reopen their closed Chase Account?
No.
Large print is mostly used by individuals with sight problems. What is the standard font size for Dynamo?
True or False: We ask customer how much compensation would they like.
False
True or False: Policy allow crypto currency/crypto assets payments.
False
What does NTDQ stand for?
New Transaction Dispute Queue
If statements are received every 2nd of the month, what do customer received on their account every 1st of the month?
Interest
Give at least two examples of RNIB documents
Braille, large print, audio CD or colored paper
What does FCA stand for?
Financial Conduct Authority
How to check the used card's status on the Cards tab?
Go to Manage controls, and select View all payment devices
Where do we transfer Forced Expiry cases under Scenario A?
None
What does AER stand for?
Annual Equivalent Rate
________________is a service provided by BT, who are the only provider for this service. It is regulated by Ofcom, and enables people who are deaf, have hearing loss or who are speech impaired to communicate over the phone.
Relay UK KG
_________ must be sent to the customer by the Daily Banking Specialist if the complaint is not closed within 24 hours.
Acknowledgment letter
When creating Troubleshooting Case-what would be the subject?
Troubleshooting case - Card decline
Sample Case handed over to Banking Operations Queue
Complaints/CPR Cases
This is a feature on customer's account to limit their spending on the app.
Budget
The term “_____” is an umbrella term that refers to processes where a trans individual moves from one gender presentation to another
Transition/transitioning
Which HTG will Daily Banking use as guidance to process compensation to close their complaint?
Complaint Compensation Guidance - KG
Which Reason Code does this description belong to?
"Online payments frozen or numberless card frozen"
Card Active
Which HTG should we use as template for probing for unauthorised transaction?
Card Transaction Dispute Triage Daily Banking HTG #1
Sample of passport that re-orders customers' name
Malaysian passports
A vulnerability category that is categorized by a wide range of issues, including domestic violence, and threats to life, as well as Power of Attorney care flags.
Other