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WorksheetsFinal test
Total questions: 12
Worksheet time: 12mins
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
Agents can delete an existing memo if it was entered with an error
TRUE
FALSE
On many pages in Solution Builder, the Dialog Manager box will display additional information to guide you through proper steps/protocol.
TRUE
FALSE
