Friday Follow Up 8.29.2014
- 1.Who can you email a merchant's statement to?
- A.
The Agent
- B.
The Merchant
- C.
The Merchant & The Agent
- D.
None of the Above
- 2.True or False, a customer service representative can resend a cancellation letter to a merchant.
- A.
True
- B.
False
- 3.What needs to be included in TMS notes? (check all that apply)
- A.
Who called
- B.
Why they called
- C.
The time and date of the call
- D.
The advice you provided
- E.
How the call was resolved
- F.
Any necessary follow up needed
- 4.If a caller requests a supervisor, you must do the following:
- A.
Tell them you are a supervisor
- B.
Let them know you spoke with the supervisor and they will tell you the same thing
- C.
Give an additional offer of assistance to resolve the issue, if the merchant declines, transfer the call to an available supervisor
- D.
Immediately transfer the call to an available supervisor
- 5.True or False, we need 6 months of processing before we can switch a merchant's discount frequency
- A.
True
- B.
False
- 6.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.
- A.
Good Money
- B.
NACHA Block
- C.
Collections issue
- D.
Risk issue
- 7.What is a NACHA Block?
- A.
When Funds are being held in order to pay off a collections issue
- B.
When an account is placed on reserve because of an IRS TIN mis-match
- C.
When funds are returned by the receiving bank due to a stop or hold placed on the account.
- 8.What is the SLA to update the discount frequency of a global account?
- A.
24 hours of less
- B.
24-48 hours
- C.
48-72 hours
- D.
It is effective the beginning of the next billing cycle
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