Handling for Critical Requests
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
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
No
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
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