PST W1 Assessment

What do you call the main type of call holder?

What is the one thing an authorized user has that an authorized non-user does not?

Answer explanation

Besides reporting a card lost/stolen, what is the other process a third party user can do on an account?

Besides the card number and the customer's socials, what else is part of the top three ways to pull up an account?

What do you call a user who usually calls to verify if someone who is trying to use a card is not a fraudster? An interaction with this type of customer usually includes the agent simply confirming if the information is matching on the account.

What does W3 stand for?

Pass or Fail: Customer's Name on Account: Jerry Nielsen-Errol

Customer's response when you ask their name: Jerry N. Errol

• Pass

• Fail

Pass or Fail: Customer's Name on Account: Barry Russo III

Customer's response when you ask their name: Barry Russo

• Pass

• Fail

How many times can a customer attempt to guess their security word before you have to move on to the next process?

If your customer has trouble remembering their security word but is eventually able to complete verification, what do you need to do besides address their main concern?