Verification Self-Service Options Card declines Over the Phone Systems
100
Standard/High
.What kind of verification do you need to cancel a debit card?
100
yes
Can a customer change their pin online?
100
Sassy, Cmse
Where can you check card declines?
100
Damaged card but still active
.In which scenario can a customer request an ATM card reissue?
100
Sassy
Where can we access the option to send a card via follow-up?
200
OTP
What is the verification needed to service an AF rejection?
200
Website only.
.Where can a customer switch their card connection?
200
D5
What rejection code appears when a customer has insufficient funds?
200
Nope
Can a customer service representative update a card pin?
200
Cmse

Where do we update the address if Ease does not populate the right address for mailing?
300
No, High verification is needed.
Is it okay to switch a debit card connection with only standard verification?
300
yes
Can the card be activated on both the app and website?
300
It means the card is in a compromised status such as suspended
.What does AE decline signify?
300
Initial card for the account and first card for migrated account.
What specific scenario allows a representative to assist a customer with a pin?
300
Cmse

Which system is used to remove an AF rejection?
400
Mailing address.
Status of previous card.
What do you need to verify when ordering a debit card?
400
No, online also.
Are we the only one's who can lock a customer's debit card?
400
Never
Are you able to change the card expiration date if that is the cause for the decline?
400
Only when the minor is of legal age (18).

Can we update a Money Card limit?
400
Sassy

Which system is used to switch a debit card connection?
500
Yes OTP/GOV ID
Do we need a specific kind of verification to send an expedited card to address changed within the last 10 days?
500
No, only in very specific cases can a NP remove the status.
.Can a customer remove a hot card status online or do they have to call?
500
1. D5
2. U
3.E
4. I and R
List some common card decline codes and what they stand for.
500
Yes

Is standard verification enough to inform the customer of the reason for card decline?
500
Sassy, Cmse and Ease
.Where can we activate a card?






Card Servicing

Press F11 for full screen mode



Limited time offer: Membership 25% off


Clone | Edit | Download / Play Offline