Friday Follow Up 8.29.2014

10 Questions | Total Attempts: 36

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Friday Quizzes & Trivia

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

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