Knowledge check 7

If a customer reports not receiving the card after the first 10 business days we will....

• Issue a new card

• CompletedTransfer to Lost & Stolen

• Transfer to CRM

• Advise the customer to give it a little more time

Under what circumstances can we (in customer service) reissue a new plastic? (Select all that apply)

• Lost / Stolen

• Damage/Chip request

• Expired cards

If a plastic that should have been issued wasn't (failed to issue, non-normal status when reported to L&S, undeliverable, etc...) we will...

• Go to order plastics and reissue it. 

• Transfer to L&S to issue another one

• Transfer to CRM to issue another one

• Submit a Client Services Review WorkCase

How long does it take for a PIN to be delivered

• 7 - 10 days

• FALSE7 - 10 business days

• 5 - 7 business days

• 95 days

If a customer mentions a formal complaint (Legal action, BBB, negative reviews, etc...) or displays extreme dissatisfaction due to policies and/or experiences with the company (but doesn't request a supervisor / call escalation) we will...

• Escalate the call to CRM

• Send a Client Services Review work case

• Send a Verbal Regulatory work case

• Ask the customer to chill 

If the customer wants to dispute a known charge we transfer to...

• CRM 

• Lost & Stolen

If the customer wants to report an unauthorized charge we transfer to...

• CRM

• Lost & Stolen

Before submitting a CLI (Credit Line Increase) request, we will... 

• Check there are no delinquencies in the last six months/Check for the CLI flag/Check there have been no applications in the last six months/Check that account is in normal status

• Check balance has not gone over the limit in the last six months

• Complete the customer request

When is the double CLI applied

• Upon customer's request after the sixth cycle date

• Automatically by the cycle date of the sixth month

For what reasons are follow-ups used? 

• As a grace period to avoid late fees

• To remove number from outbound caller