Friday Follow Up 8.29.2014

1. If a caller requests a supervisor, you must do the following:

Tell them you are a supervisor

Let them know you spoke with the supervisor and they will tell you the same thing

Give an additional offer of assistance to resolve the issue, if the merchant declines, transfer the call to an available supervisor

Immediately transfer the call to an available supervisor

If a caller requests a supervisor, the correct action to take is to give an additional offer of assistance to resolve the issue. This shows that you are willing to help and provides an opportunity to address the caller's concerns directly. However, if the merchant declines the offer, it is appropriate to transfer the call to an available supervisor who can further assist the caller. This ensures that the caller's request for a supervisor is properly addressed and that they receive the necessary support.

Explanation

If a caller requests a supervisor, the correct action to take is to give an additional offer of assistance to resolve the issue. This shows that you are willing to help and provides an opportunity to address the caller's concerns directly. However, if the merchant declines the offer, it is appropriate to transfer the call to an available supervisor who can further assist the caller. This ensures that the caller's request for a supervisor is properly addressed and that they receive the necessary support.

2. What is a NACHA Block?

When Funds are being held in order to pay off a collections issue

When an account is placed on reserve because of an IRS TIN mis-match

When funds are returned by the receiving bank due to a stop or hold placed on the account.

A NACHA Block refers to a situation where funds are returned by the receiving bank due to a stop or hold placed on the account. This means that the bank has decided to prevent any further transactions on the account, either temporarily or permanently, due to certain reasons such as suspicious activity, fraud, or legal issues. The funds are held back to ensure that any potential issues are resolved before allowing further transactions.

Explanation

A NACHA Block refers to a situation where funds are returned by the receiving bank due to a stop or hold placed on the account. This means that the bank has decided to prevent any further transactions on the account, either temporarily or permanently, due to certain reasons such as suspicious activity, fraud, or legal issues. The funds are held back to ensure that any potential issues are resolved before allowing further transactions.

3. True or False, a customer service representative can resend a cancellation letter to a merchant.

True

False

A customer service representative can resend a cancellation letter to a merchant because they have the authority and access to the necessary resources to perform this task. They can retrieve the original cancellation letter, make any necessary edits or updates, and send it again to the merchant. This allows for effective communication and ensures that the cancellation request is properly received and processed by the merchant.

Explanation

A customer service representative can resend a cancellation letter to a merchant because they have the authority and access to the necessary resources to perform this task. They can retrieve the original cancellation letter, make any necessary edits or updates, and send it again to the merchant. This allows for effective communication and ensures that the cancellation request is properly received and processed by the merchant.

4. True or False, we need 6 months of processing before we can switch a merchant's discount frequency

True

False

The statement is false because we do not need 6 months of processing before we can switch a merchant's discount frequency. The actual processing time may vary depending on the specific circumstances and requirements, but it is not a fixed duration of 6 months.

Explanation

The statement is false because we do not need 6 months of processing before we can switch a merchant's discount frequency. The actual processing time may vary depending on the specific circumstances and requirements, but it is not a fixed duration of 6 months.

5. What is the SLA to update the discount frequency of a global account?

24 hours of less

24-48 hours

48-72 hours

It is effective the beginning of the next billing cycle

The SLA (Service Level Agreement) to update the discount frequency of a global account is 24-48 hours. This means that once a request is made to update the discount frequency, it should be completed within this time frame.

Explanation

The SLA (Service Level Agreement) to update the discount frequency of a global account is 24-48 hours. This means that once a request is made to update the discount frequency, it should be completed within this time frame.

6. What needs to be included in TMS notes? (check all that apply)

Who called

Why they called

The time and date of the call

The advice you provided

How the call was resolved

Any necessary follow up needed

The TMS notes should include information about who called, why they called, the advice provided, how the call was resolved, and any necessary follow-up needed. Including these details in the notes helps to maintain a record of the communication, provide a reference for future interactions, and ensure that any necessary actions are taken.

Explanation

The TMS notes should include information about who called, why they called, the advice provided, how the call was resolved, and any necessary follow-up needed. Including these details in the notes helps to maintain a record of the communication, provide a reference for future interactions, and ensure that any necessary actions are taken.

Submit

7. Who can you email a merchant's statement to?

The Agent

The Merchant

The Merchant & The Agent

None of the Above

The correct answer is "The Merchant & The Agent." When emailing a merchant's statement, it is important to send it to both the merchant and the agent. The merchant needs to review the statement to ensure accuracy and reconcile any discrepancies, while the agent needs to have a copy for record-keeping purposes and to provide support if any issues arise. By sending the statement to both parties, it ensures that all relevant individuals have access to the information and can take appropriate actions as needed.

Explanation

The correct answer is "The Merchant & The Agent." When emailing a merchant's statement, it is important to send it to both the merchant and the agent. The merchant needs to review the statement to ensure accuracy and reconcile any discrepancies, while the agent needs to have a copy for record-keeping purposes and to provide support if any issues arise. By sending the statement to both parties, it ensures that all relevant individuals have access to the information and can take appropriate actions as needed.

8. What is the term for funds that are being held because of the following: The bank account is closed or is unable to be located.

Good Money

NACHA Block

Collections issue

Risk issue

Good Money refers to funds that are being held because the bank account is closed or unable to be located. This term implies that the funds are legitimate and should be returned to the rightful owner once the account is reopened or located. It suggests that the funds are not associated with any collections or risk issues, but rather a temporary situation related to the bank account.

Explanation

Good Money refers to funds that are being held because the bank account is closed or unable to be located. This term implies that the funds are legitimate and should be returned to the rightful owner once the account is reopened or located. It suggests that the funds are not associated with any collections or risk issues, but rather a temporary situation related to the bank account.

9. Please match the action to the correct queue you would assign the ticket to

Inside Sales Equipment Request

Boarding Errors

Address Change

FD Pricing Adjustments

Issueing a Credit