Friday Follow Up 8.29.2014

10 Questions | By Kata2012 | Last updated: Aug 29, 2014 | Total Attempts: 36

Questions

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Questions and Answers

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