WorksheetsAltawiz
Total questions: 10
Worksheet time: 10mins
Customer calling to check application status. Upon checking,application is pending with notes from AFT for a pending Intellicheck verification. What should the agent do next?
Refer to the notes in the History tab and inform the customer about the processing timeframe within 3 weeks of receiving the required additional information.
Ask the customer if they received a letter or email from Capital One requesting information needed for their application.
Transfer the cx to Fraud Identity
Transfer to the Application Fraud Team (AFT)
Which is NOT an example of a Primary Verification?
Date of Birth
Phone number
Application ID
SSN
Which statements are NOT true about secured link?
The link will remain active for 14 days from the day we sent the email.
If the applicant has not touched the first link sent within 7 days, Insight will automatically send a second email, which will be available for an additional 14 days.
For secured upload documents it will take 24-48 hrs to appear in the system.
For consumer applicants we can resend the link once it expired.
We’ve received your documents. They should be reviewed within 7-10 business days of when we received them.
We’ve received your documents. They should be reviewed within 5 - 7 business days of when we received them.
Inform the customer it can take 24 - 48 hours to appear in the system.
Inform the customer it can take 2 hours for documents to appear in the system.
Customer is asking how many users he can add on his Platinum Card?What will be your response?
Inform cx that he can add up to 10 users including (AM Secondary/Co-Applicants)
Inform cx that there is no limit
Inform cx that the maximum he can add is 4
Inform cx that he can add up to 99 users
Customer wants to know what happens to their security deposit.
This security deposit will be converted as payment on your account once account is open.
This security deposit will be refunded once your account is open.
This security deposit is held by us as collateral for your account.
This security deposit will be applied to your credit balance monthly.
Which statements are TRUE about Pre Approval?
During the credit card pre-approval process, we initiated a soft inquiry on your credit but did not initiate a hard inquiry.
Your approval is not guaranteed, and you will need to complete the application process to determine if all eligibility criteria are met.
Being pre-approved means you meet our initial criteria, and your application for a Capital One credit card in your pre-approved offer is likely to be approved
Pre approval guarantees the approval if you have an existing account with Capital One.
Which declined application can be reprocessed?
Declined due to Fraud: CBA Extended Case.
Declined due to Applicant Reported as Deceased.
If the application is already beyond the 90-day eligibility timeframe,
For any applicants request to reprocess the application that are not related to potential agent error, and it is within 90 days from the application date
Customer wants to know how they can use a secured card.
You can use the Platinum Secured on selected merchant only
You can use the Platinum Secured for online transaction only.
You can use it anywhere you want.
You can use the Platinum Secured just as you would any other credit card, wherever MasterCard is accepted.
Will I be approved once I send in my documentation? How will you respond?
Absolutely, application will be approved once you sent the documents required..
I can't guarantee your application will be approved. We still need to complete the rest of the review process, but we'll let you know when we have the results.
You need to contact credit bureaus to see if your application will get approved after sending you documentation.
Im not sure yet, but will see once I received your documentation.
