Week 1

How do banks determine the credit line of a customer?

• Face Value

• FICO Score

• Height

• Gender

Credit Card Associations of Barclays

• Visa

• Amex

• MasterCard

• Credit Union

Ensure that the card member’s first and last name, including suffix (Jr., Sr., III), are confirmed on all calls (inbound & outbound). True or False?

• True

• False

How may pieces of information should we verify before assisting the customer?

• 2 + password on the account (if there's any)

• 3 + password on the account (if there's any)

• 4 + password on the account (if there's any)

• 1 + password on the account (if there's any)

What are the pieces of information included in verification?

• Home phone (or phone on file)

• Social Security Number (SSN)

• Date of birth (DOB)

• Mother’s maiden name (MMN)/passcode

• All of the above

If your CCD states "Connect Verified" in the verification field, you do not have to verify the account anymore.

• TRUE

• FALSE

This type of step-up verification asks for a passcode from the customer that we send to their cell or email.

• OTP

• RSA

• VERID

This type of step-up verification asks the customer their security questions that they set-up on their online account.

• OTP

• RSA

• VERID

This type of step-up verification asks the customer their information from public records.

• OTP

• RSA

• VERID