NON Negotiables

Froggy Jumps

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some more games to refresh your memory

Created by

Kimberly Stone McGuire

United States

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NON Negotiables


Froggy Jumps NON NegotiablesOnline version some more games to refresh your memory by Kimberly Stone McGuire 1 When performing primary identity verification for an inbound US DEBIT caller, which combination of data points must a representative successfully validate before disclosing any non-public account information? a Only the callers name and address b primary account name, first or last deposit and expiration date c the IVR top lvl authentication 2 Why is adhering to the strict sequential order of mandatory security questions critical during authentication, rather than letting the caller volunteer information out of sequence? a Structured Sequencing stops imposters from steering the flow to fit info they stole b it speeds up handle time c it allows you to skip reparative information 3 An auxiliary party joins the call without prior authorization or power-of-attorney documentation on file. What is the immediate procedural step the agent must take? a give compliance statement and ask permission to continue b continue talking as normal c ask the unauthorized caller to state their permission and log it 4 When initiating an authorized one-time passcode via SMS to a customer's registered mobile device, at what exact point must the "standard text/data rates may apply" disclaimer be explicitly mentioned or provided? a before triggering the code b only if the customer specifically asks c its optional 5 During a three-way call involving a certified joint account holder, what re-authentication requirement applies when the second party joins the conversation? a they need to provide their name and there must be permission first b the call must be terminated c the second party only needs to provide their DOB 6 When utilizing a third-party language interpreter in a call center workflow, how should the representative manage the authentication and disclosure process? a Pause frequently in short, clear segments, allowing the interpreter to translate verification questions and disclosures accurately and verbatim. b instruct the interpreter to handle the the identity checks c skip all disclosures its going to be a long call anyway 7 What defines a (OTC) release authorization under call center transaction permissions? a Explicit, fully verified customer intent coupled with strict adherence to permission matrices and recent profile integrity checks. b we dont need that just them saying its them th ch is fine c we just keep going and give information 8 Under the 14-day recency rule for profile changes (such as email address or phone number updates), what action is required if a caller attempts to call in within 7 days of a profile modification? a skip OTC and go to next step b send OTC anyway c ask them for their last deposit skip transactions 9 A customer calls wanting to reset their debit card PIN. Per protocols, when must the agent redirect the customer back to the automated IVR system? a agent must offer to go with and drop before PIN is told back b only if the account balance is under 50 c the ch doesn't like the IVR 10 An internal fraud screening tool (Actimize) flags an out-of-band transaction and triggers an automated decline. If a customer calls complaining about this decline, what is the mandatory agent response protocol? a Perform standard secondary verification, explain that the security alert was designed for protection, and guide the customer through the authorized fraud-clearance workflow. b blame the card software for being broken c tell the customer the account is closed and hang up

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NON Negotiables

Froggy Jumps

About this activity

Created by

Download the paper version to play

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Froggy Jumps

NON NegotiablesOnline version

by Kimberly Stone McGuire

When performing primary identity verification for an inbound US DEBIT caller, which combination of data points must a representative successfully validate before disclosing any non-public account information?

Why is adhering to the strict sequential order of mandatory security questions critical during authentication, rather than letting the caller volunteer information out of sequence?

An auxiliary party joins the call without prior authorization or power-of-attorney documentation on file. What is the immediate procedural step the agent must take?

When initiating an authorized one-time passcode via SMS to a customer's registered mobile device, at what exact point must the "standard text/data rates may apply" disclaimer be explicitly mentioned or provided?

During a three-way call involving a certified joint account holder, what re-authentication requirement applies when the second party joins the conversation?

When utilizing a third-party language interpreter in a call center workflow, how should the representative manage the authentication and disclosure process?

What defines a (OTC) release authorization under call center transaction permissions?

Under the 14-day recency rule for profile changes (such as email address or phone number updates), what action is required if a caller attempts to call in within 7 days of a profile modification?

A customer calls wanting to reset their debit card PIN. Per protocols, when must the agent redirect the customer back to the automated IVR system?

An internal fraud screening tool (Actimize) flags an out-of-band transaction and triggers an automated decline. If a customer calls complaining about this decline, what is the mandatory agent response protocol?