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"Before reinstating the ccount, CSR agent should consider the some of the follwing criteria: |
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Jay-Z is the Authorized user of Beyonce. Jay-z wants to change his address on the account. CSR agent should advise Jay-z to have Beyonce make any changes. |
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CSR may just perform Lost or Stolen Report if the customer says a specific merchant is charging him for a monthly subscription eventhough it was already cancelled. |
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Create a sample note. |
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What is the effect of not completing the last step which is hitting "F2" key? |
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Mariah wants to add Monroe (Daughter) who was born last June 1, 1998. Agent may add AU. |
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Customer wants to pay his TD Credit Card Account. What is the other option CSR may offer instead of Balance Transfer? |
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Site 3 examples of an account change that needs to be verified before reseting counters. |
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Notes are needed to be completed after reseting the counters. |
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CSR may view declined transactions within the last 7 days via ICAU screen. |
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CSR may view recent transaction in details via ICAU screen only. |
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Mrs. Carter got declined due to Missing Information, CSR identitied income field is not completed and that customer is unemployed. CSR may put a note on the application and resubmit. |
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Authorization response is "Pickup", CSR should encorage the merchant to retrieve card from cardholder or card presenter. |
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On a Merchant Verification call, CSR was able to notate that there has been an address change 2 weeks ago, CSR may transfer to Security Department. |
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Bae, store clerk from Tim Hortons calls in to advise CSR that authorization shows code 10. CSR may need an assistance of a buddy CSR in this situation. |
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Miley, Store Clerk from Twerking Gift Shop calls in, authorization code shows "Pick-up", Agent should just reset counters and unblock chip and advise to redo the transaction. |
