When an Expedited Card request e-mail is received in the Express Channel inbox, do the following:

1. Before beginning to work the request in Card Wizard, Xperience, or UPS, assign the service event e-mail to your name by using your assigned e-mail category.
2. Copy the client's account number from the e-mail before moving on to the next step.

HelpU has a category of articles on Instant Issue. Below is a selection of useful articles to help get started in card Wizard.

• Instant Issue Instructional Videos
• Issuing Replacement Debit Cards
• Instant Issue Debit Card QA Examples
• Quality Rejecting and Reissuing Debit Cards

The Card Wizard process for printing instant issue debit cards is located in the article Printing New Instant Issue Debit Cards. Follow the process beginning with Step 3. 

• Note: VB specific functions are noted at Step 10 in the procedures. 

The card is shipped using Capital City Bank's UPS account. Use the information located in the Synapsys event to create the shipping label. See UPS and Interoffice Procedures.

• Note: Make sure to copy the UPS tracking number. This will need to be added to the Synapsys event as part of closing the service event.

Virtual Bankers process expedited debit cards and are responsible for charging the $35 fee to the client's account. 

1. To access the service event, click CRM. 
   
2. To open a list of service sessions, click Events/Activities.
3. To open the event, double click the row labeled Expedited Card. 
4. Assign the event to yourself by clicking Assign To Me.
5. Near the bottom of the screen, click Secondary Assigned to and CC Associates.
   1. To add a secondary associate, enter the 4 digit associate ID of the associate that originated the request. 
   2. If you want to assign it to another associate, click the magnifying glass to open a search screen.
6. In the Additional Comment box, enter the following information:  
   1. Paste the tracking number copied from UPS (for example: UPS TRACKING NUMBER Y4584F51024).
   2. If the request asks that the Expedited Card fee be waived, include an additional comment informing the initiating associate they need to waive the fee. 
      • Virtual Bankers do not refund fees. As the fee cannot be waived unless approved by a Client Experience Manager (CXM), Officer, or Client Service Center Manager, it is the responsibility of the approving associate to assess the refund to the client's account. 
      • Comment example: VBs do not refund fees. Refunds must be completed by the associate who discussed waiving the fee with the client.
7. From the Status drop-down menu, select Resolved.
8. Check the Private Client Checking box.
   • If it says Yes, click Save and Go Back. Proceed to the Mailing the Card accordion.
   • If it says No, click Save and Go Back. Proceed to step 9 to assess the fee.
     
9. In Customer and Account Inquiry, retrieve the client's account.
   • Note: Do not charge the $35 fee for Private Client Checking debit cards.
10. Click Service Fees > Today's Fees > +Add
11. From the Fee Code drop-down menu, select QE. 
    • Note: For a shortcut, type Q into the Fee Code field. Then scroll down to QE.
12. Click OK. This assess the fee to the client's account.

The on-site VBs in the Operations Center complete the process by doing the following: 

1. Assemble the card and mailer.
   1. Place glue dots on the back of the card.
   2. Press it to the mailer, lining it up as shown in the image below.  
   3. Fold the mailer in thirds, ensuring the address is face up, and lines up with the window on the letter envelope. 
   4. Seal the envelope.
2. Gather the following items, and assemble the UPS package:
   • The card
   • The card mailer
   • The UPS envelope
   • The UPS address label, folded to fit neatly in the sleeve on the front of the UPS envelope.
3. Place the UPS package in the outgoing mail box in Express. 
4. A VB must take all collected Expedited Cards to the mailroom no later than 4 p.m.

Note: Do not mail expedited cards to a foreign address.

1. Change the status to Resolved by assigning the appropriate Outlook category.
2. Drag and move the message to the Expedited Debit Cards subfolder.