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Preferred Rewards

100

(True/False ) When enrolled in Preffered Rewards you do not have to pay a fee for Overdraft Protection when funds are transferred from a credit card account to checking account .

False

200

What are the tiers for credit card rewards ? ( Name and Bonus amount )

Gold-25% Platinum -50% Platinum Honors-75%

300

What is needed to enroll and maintain the Preferred Rewards status ? Clients must have a Bank of America personal _____ _____ to maintain status.

checking account

400

What are the three different ways a client can enroll in Preferred Rewards ?

-online -banking center -calling the Preferred Rewards center

500

If there are two owners on a credit card account, how is the rewards bonus determined? ex. (Primary Applicant = Gold; Co-Applicant = Platinum)

The highest tier of the applicant/co-applicant on the account determines the rewards bonus. (… card rewards bonus = Platinum (50%))

Fidelity

100

What link is used when the customer wants to set up direct debit online

www.fiacardservices.com/autopay

200

What is the email used for fidelity customers that receive fraudulent email, text or phone calls?

[e-mail]

300

List the 3 Eligible Fidelity Account Types that points can be redeemed into.

529 Accounts Brokerage accounts IRAs (Traditional, Roth, Rollover and SEP)

400

What needs to be done if the Fund Number provided is less than five digits?

add preceding "0"s to make it 5 digits

500

(DCB redemption T/F)If a customer provides you their Fidelity account number that begins with the number "2" followed by two letters you will need to also input a 5-digit Fund Number.

True

Quality/Auth.

100

If a customer is authenticated using SSN but it is off by one digit (ex: 5545 but gives 5546 can we still accept that as valid verification ?

Yes Social Security number (SSN) Last four numbers are acceptable. SSN provided can be off by one digit.

200

Name 3 non traditional verifiers (other than cvv)

Salary or additional income Full conversion account number Old transactions (prior to reissue date on comments) Previous billing disputes Previous ACH or balance transfer information Recurring monthly charges Previous Credit Line Increase (CLI) information Express payment bank name and account number Names of authorized users Payment Method Previous Travel Customer Relationship Center (CRC) information (Email address, other accounts, mobile phone number)

300

BT/DD OFFERS ENDING IN A “NO SALE” MUST END WITH ADVISING THE CUSTOMER .....

to call us back or go online to view the promotional rates on the account. (Both online and callback options must be presented)

400

what are they key points when processing a lost / stolen ?

Advise the customer of the following information: - I will be placing a block on your account ending in XXXX, which will immediately deactivate the old cards for all cardholders. - If you have one, your PIN number will remain the same. - Your new cards will arrive in a plain white envelope within 7-10 business days to the address on file. -For your security, we will be assigning you a new account number. As a result, you will be unable to view your account in online banking until the new account number is established, usually within 24 hours. -Update any companies or service providers who bill you automatically. -Continue to monitor your transactions and contact us immediately if you have noticed any unauthorized charges. -Destroy your old card if you find it and all cash advance checks associated with the old account number.

500

Name 5 procedures that require further verification through sunergy beyond "full access" (other than travel flag)

•Release Account number and/ or Expiry Date •Direct Cash Back (DCB) Rewards Redemption •Card Activation •SSN Update Procedures •Add, Update or Delete Contact Info – Synergy •Verbal Password and/ or Mother’s Maiden Name Update •Priority Plate Requests (New Address) •Refund ACH (CARS) Pymt Returns or CBR

Alaska Airlines

100

Consumers can apply for a new Alaska Airlines credit card online at www.alaskaair.com and if approved and identity verified, they will receive their new account instantly online. (true/ false)

TRUE

200

Where can Alaska Airlines customers get the "Refer a Friend" promotion ?

The Alaska Airlines Refer a Friend Promotion is available through the Alaska Airlines website

300

What is the Maximum Bonus a customer could get for every Referral that results in an approved account ?(Refer a Friend)

25000 miles

400

How many bonus miles will existing customers receive when upgrading their Platinum Visa to Visa signature ?

Platinum Visa upgraded to Visa Signature = 1,000 bonus miles

500

How long will it take for the Upgrade Bonus miles and companion certificate to appear in the customer's Mileage Plan?

three to four weeks after the account upgrade is completed

iknow

100

Customers with a chip enabled card will need to ______ when completing a transaction at a Chip enabled terminal.

Sign for the transaction

200

When would associates proactively offer a product change?

You should never proactively offer a product change

300

Where are Top Opportunities Playbooks located?

Solution Center – Key Search Word: Playbook

400

What are some exceptions that require associates to continue to submit product change requests regardless of eligibility?

Language changes, Card Type (Metal)Changes , Image Change

500

What do you do when a customer calls to discuss a balance transfer but has multiple promo offers available and does not request a specific offer ?

Offer the lowest Existing Promo with the longest duration first.