Handling for Critical Requests

Create an image of a person on the phone in a call center, surrounded by digital screens displaying fraud analytics and banking information, with a calm and professional atmosphere.

Handling Critical Requests Quiz

Welcome to the Handling Critical Requests Quiz! This quiz is designed to test your knowledge and understanding of the proper procedures for handling fraud-related concerns and client requests.

By participating in this quiz, you'll learn about:

Fraud handling protocols
Default TIDs for banking systems
Client service procedures during degraded services

11 Questions3 MinutesCreated by AssistingClient42

Correct handling on fraud related concern

Facilitate blocking in Cortex

Block card immediately in Salesforce

Transfer call to TL

Default TID for Bancnet

9101xxxx

00001007

00001010

What field shoud you encode the 10 digit account number of client if account # starts with zeroes?

Card Number

Details

Type of card

During degraded services, if call was received under lost card split and concern is withdrawal complaint— would you assist client?

Yes

Transfer the call

What system is used to check for Display PAN and VPAN?

Cortex GUI

GPA/EPA

GP3/EP3

What is the Preferred Banking Hotline?

77910077

97710077

79700177

Preferred client requesting for link card under lost card split.

Assist client

Transfer to card split

Transfer to preferred split

A client is requesting for another investigation of withdrawal complaint.

ATM Re-Verification

CAM Re-Verification

None of the above

Where to facilitate card blocking maintenance in Salesforce?

Quick Create SR

One-Click SR

New Case

What is the updated banking hours during ECQ?

9 AM - 3 PM

10 AM - 2PM

9 AM - 2 PM

Handling for Critical Requests

Handling Critical Requests Quiz

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