According to your security guidelines, what are 3 examples of card maintenance?
Activate a debit card, pin change, removing a status, travel & merchant strategies, temporary increase, etc.
Oops!
Check
Okay!
Check
15
What risk would you verify when a customer calls to replace their lost debit card?
Low Risk
Oops!
Check
Okay!
Check
15
The customer calls to file a dispute but mentions that they have a new address. What security risk would you use to verify the customer?
High Risk
Oops!
Check
Okay!
Check
trap
No points!
Oops!
fairy
Take points!
5
10
15
20
25
shark
Other team loses 25 points!
Okay!
lifesaver
Give 25 points!
Oops!
10
True or False: If the customer request the OTP code sent to their email address, you can send it.
False.
Oops!
Check
Okay!
Check
10
True or False: If the customer fails the low risk pieces, do not proceed to OTP.
True
Oops!
Check
Okay!
Check
20
What 3 entities are you able to verify funds, deposits posted, or checks cleared?
Other Banks/Financial Institutions, US Treasury, and Social Security Administration
Oops!
Check
Okay!
Check
10
True or False: When the customer populates in Service Xpert with true validations on under (PIN, SSN, ANI Match), they are fully verified for a low risk call.
True
Oops!
Check
Okay!
Check
20
True or False: Anyone from a business can call to get information but only someone listed on the signature card or corporate resolution can make changes.
True
Oops!
Check
Okay!
Check
seesaw
Swap points!
Oops!
seesaw
Swap points!
Okay!
rocket
Go to first place!
Okay!
baam
Lose 10 points!
Oops!
monster
Reset all scores!
Oops!
gift
Win 20 points!
Okay!
fairy
Take points!
5
10
15
20
25
lifesaver
Give 10 points!
Oops!
15
When a customer is not text capable or may not have or know how to work call waiting, how can you verify them for a high risk call?
5 mandatory pieces (assuming there are no red flags)
Oops!
Check
Okay!
Check
eraser
Reset score!
Oops!
star
Double points!
Okay!
fairy
Take points!
5
10
15
20
25
lifesaver
Give 20 points!
Oops!
10
True or False: When receiving a Zelle Maintenance call, you must verify the customer high risk.
True
Oops!
Check
Okay!
Check
15
A customer calls to get their login ID reset? What security risk would you use?
High Risk
Oops!
Check
Okay!
Check
15
True or False: When a 3rd party calls to make a payment, you must verify low risk.