Protect Your CFR

Which of the following are top call drivers?

• Payment

• Card Replacement

• Transactions

• MYCA

• Card Cancellation

Sam called in because his online account got locked out.

You have successfully unlocked the online account. What would you do next to protect your CFR?

• Reset password

• Probe on why he wants to login purpose

• Navigate MYCA

• Continue with VG

• Send Common URL

When replacing a card, what would you do ?

• Follow address on file

• Tell them expected delivery timeframe for the new card

• Verify phone number

• Send Common URL

When making a payment.....

• Click on the first bank account in the dropdown options

• Suggest AutoPay

• Tell the CM the confirmation will be in her email

• Common URL

• Introduce AUTOPAY

When CM ask for their balance, you....

• Quote total outstanding balance

• Drive to digital

• Ask which balance

• Share payment due date

CM wishes to dispute a pending charge. What will you do?

• Mark for dispute

• Advice to contact Merchant

• Common URL

• Warm transfer to DGT

CM is a new credit card user, calling to activate newly received card. What is next step?

• Common URL

• Offer MYCA enrollment

• Advice Billing Cycle

• All of the above