Sharp Brain 1 (2024)

1. AU called in to remove restriction on the primary cardholder's card since AU was able to pass SV using primary's information in Empath, we can now proceed with Govid verification.

• True

• False

2. 2. Customer wants to know the available purchase line on the account. Looking at the image can we disclose the information to the customer?

• Yes

• No

3. Account is restricted due to pending review of 1 doc. Primary called in to redeem the rewards on their Bass pro card. Can we process the customer's request?

• Yes, click rewards tab

• No

• No, transfer the call to Bass pro catalogue

4. A call was transferred from CORE due to failed standard verification. Upon verifying the caller, it was the wife who is an AU on the account calling Capital One but Empath pulled up the primary's profile. Since AU was able to provide primary's info, can we now proceed with the mobile app verification?

• No

• Yes

5. You're trying to resolve a payment concern in Empath and customer passed enhanced verification. Customer confirmed that the payment was valid and they owned the bank account. What's your next step?

• Customer will need to submit bank statement to verify account ownership

• Advise customer that we will need to call the bank to verify account ownership

6. Account Manager's profile populated in Empath while clearing Resolve Fraud Concerns in Empath on Prim's card. Can we complete Govid verification with AM?

• Yes, advise AM that we will need Primary's ID for completing Govid

• Request to speak with primary

• No

• Yes

7. Customer called in fully aware of the fraud concern on the account and wants to remove the restriction. Base on the empath prompt, what will be your next step?

• Advised customer that a specialist will review the information to help -resolve the concern and reach out business dats with next steps

• Click continue and then follow bustout/linker case notes