FIS Service Week 2 Bamboozled Game | Baamboozle - Baamboozle

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Cards will always forward to a new address.

False

Tracking numbers are available for all programs.

False

Tracking numbers may be available on the Cards/PIN task under __________ the next business day after 6:30pm CST.

Card Information

How many tasks does Navigator allow you to perform at one given time?

1

There must be sufficient funds to expedite a card?

True

A missing value load is when a customer calls in about missing funds that should have been loaded onto their card.

True

We track complaints for all of our clients.

True

New Account Status should ALWAYS be changed to Warm Card if the address is not correct.

True

Within the standard call handling procedures, what category is the expired cards procedure listed?

Card procedures

GURU is the Sharepoint database referenced for all calls.

True

The critical attributes on the Quality form are the only attributes that need to be met.

False

Standard delivery time frames are:

7-10 business days

If the address on file has a typographical error, such as misspelled city or street, the agent would:

Perform IDA Verification on the caller.

What must be included when performing a search by the cardholder’s name?

Bank Name/ID or Toll Free Number

If a cardholder fails authentication, it is OK to provide confidential information (personal or account) to the caller.

False

What type of inquiry is when a customer has reached their account reject limit?

Decline Inquiry

If the card was not received and it’s over the timeframe, the card should ALWAYS be replaced.

True

When is it necessary to add a memo using Navigator?

Anytime you pull up an account.

After taking appropriate action, what is the next step in the call flow?

Educate and Recap

Soft skills are used to engage with the customers and their needs.

True