WorksheetsTRANSACTION OVER THE PHONE
Total questions: 8
Worksheet time: 5mins
TRANSACTIONS THAT CAN NOT BE COMPLETED OVER THE PHONE(SELECT 4)
ACCOUNT STATUS CHANGE
Card replacement
CD/IRA RENEGOTIATION
DEBIT CARD ISSUANCE(NEW CARD)
NAME CHANGE
CAN WE SEARCH A CUSTOMER OVER THE PHONE USING SSN OR CREDIT/DEBIT CARD NUMBER?
YES
NO
WHAT IS THE FIRST THING WE HAVE TO CHECK WHEN CUSTOMER CALL THE BRANCH?
ASK FOR SSN
AUTHENTICATE CUSTOMER
DETERMINE IF TRANSACTION CAN BE PERFORMED OVER THE PHONE
ASK THE CUSTOMER AT LEAST 2 VERIFICATION ITEMS
WHEN TRANSACTION CAN NOT BE PERFORMED OVER PHONE IN BRANCH, WHAT OPTIONS CAN YOU PROVIDE TO THE CUSTOMER?
VISIT BRANCH
VISIT CHASE.COM OR CHASE MOBILE
GIVE THEM A SECOND CHANGE
BE TRANSFERRED TO RETAIL CUSTOMER SERVICE
CALL NUMBER ON STATEMENT OR BACK OF THE CARD
TRANSACTIONS CAN BE COMPLETED OVER THE PHONE (SELECT 4)
CHECK ORDERING AND REORDERING
DIRECT DEPOSIT SET UP, OWNER/SIGNER CHANGE, NEW ACCOUNT OPENING
ACCOUNT INFORMATION
(BALANCE, HOLDS, STOPS)
FEE REFUND, PHONE NUMBER CHANGE
DIGITAL WALLET SETUP , PAPERLESS STATEMENT ENROLLMENT
HOW MANY VERIFICATION ITEMS CAN WE ASK TO THE CUSTOMER?
ASK CUSTOMER AT LEAST 3 BUT BO MORE THAN 4
ASK CUSTOMER AT LEAST 2 BUT NO MORE THAN 3
ASK CUSTOMER AT LEAST 1 BUT NO MORE THAN 2
WHAT PHONE NUMBER CAN WE USE TO CALL A CUSTOMER?
USING A PHONE NUMBER FOUND ON INTERNET
USING A PHONE NUMBER PRIVIDE FROM ANOTHER PERSON
USING THEIR PHONE NUMBER FROM CA OR CC
AUTHENTICATION IS REQUIRED FOR
CHASE EMPLOYEES WHO CALL BRANCH
CUSTOMERS WHO CALL BRANCH
CUSTOMERS WHO WE CALL
ALL OF THE ABOVE
