1.       While navigating through the system, how can you easily return to the account landing page for the cardholder you are working with?

•    Click you heels three times and say “There’s no place like home”

•       Click the “Home” button

• Click the back button as many times as it takes to get you there

• Click “Account Info 1” from the Account Level header

2.       What percentage of job functionality will remain in CAPS/CCA for Phase 1 of the SB rollout?

• 70%

• 50%

• 30%

• The other 50%

For security and compliance reasons, we never ask for the full 16-digit account number on a recorded call. 

• TRUE

• FALSE

    If multiple accounts display after your initial search, how do you ensure you access the correct account?

•     Use the Token Number

• Ask the Cardholder to verify the last four digits of the account # and select that line item

•       Always choose the top line item in the display

•   Select any line item, they all tie to the same customer

An account that was validated in the IVR on an inbound call still needs to be verified again as you are speaking with the cardholder. 

• TRUE

• FALSE

The “Delinquency,” “Misc. Fields,” “User Flags,” and “Special Flags” pages will all be “Read Only” for agents. 

• TRUE

• FALSE

   On which page do you change a customer’s phone number, phone permissions, email address, or physical address?

• Cardholder Maintenance

•     Account Info 1

•    Memos

•      Card Activation

Expedited delivery for a reissued card has a fee of $12.95 

• TRUE

• FALSE

If a reissued card was shipped 12 days ago and still has not arrived, you should file a Lost/Stolen report if your job functionality allows, or transfer the customer to the Lost/Stolen department to ensure a report is filed? 

• TRUE

• FALSE

   What is required to remove a payment hold in sooner than seven (7) days?

• An agent must get supervisor permission

• An agent must validate available funds in a 3-way conference w/ the bank

• The Cardholder must say “Pretty Please with a cherry on top”

• We cannot release a hold in sooner than seven (7) days