1ST OPTION |
2ND OPTION |
NOTES |
COMMENTS/ EXAMPLES |
EXTENDED HOURS |
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Please insert comments listing brief topic description |
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MERCHANTS/NON-CLIENTS |
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How did you identify? |
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Dealerships, insurance companies, Harland, Merchants, other Financial Institute (verify checks) |
Please tell us their name/ business category |
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No current CCB relationship, prospect |
Why are they calling us? |
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ACCOUNTS |
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For tracking associate accounts, any account an associate is a signer on |
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Balance, activity, history, transfers, withdrawals from time accounts, rate inquiries on these products, forms, documents |
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Ordering checks for the client |
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Updating CIF, Contact Info or Inquiry ID Code |
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Includes closed charged-offs, accounts that are already closed or wanting to close |
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Balance, activity, history, ACH warehouse, chargeback, rate inquiries on these products, memo posted items, cleared checks, corrections, etc. |
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Any maintenance on checking or savings accounts, non-streamline, non CIF maintenance; alternate addresses, opt-ins, change product type |
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Signature cards, business resolutions, death certificates, POA, estate, letters of administration |
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Fresh start inquiries, set up payment plan with collector or via synapsys for deposit accounts, re-open charge-off accounts |
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Moving Money for the client from one account to another within Xperience. |
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Opening act, troubleshoot, assistance |
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Document copies, statements, direct deposit forms, letters, check images, NOT IRA forms, requesting copies ACH Teller |
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BOL |
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When you assist clients with bill pay (not transferring to bill pay) |
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Cut off times, transfer limits, how do I…?, e-doc inquiry, mobile deposit help |
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Unlock, reset, SAC |
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Add/remove accounts, e-doc enrollment
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Clients who chat or call in on another user’s BOL; should be used in conjunction with the reason for the call/chat, businesses included |
List CIF and action ( transferred/referred) |
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Bank to bank transfers, client to client transfers, send P2P
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CARDS |
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Transferring to the activation line, conferencing with the client, pin mailer, changing to natural offset in visa |
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Transaction blocked by rule and was fraudulent |
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Transaction blocked by rule and was legitimately client initiated, please add comments (rule) |
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Select this option if transactional risk and fraud warmed the card and placed a message on the card |
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Info on card limits, changing phone numbers/ addresses in visa |
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Alternate option, referred |
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Forced auth, change limit |
Personal, business, amount |
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Warm to active, hot to active, active to warm, active to hot, new, cancel, reorder |
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Pin fail count, wrong cvc code, invalid expiration date, decline due to NSF, reversals, decline at terminal |
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Adding travel rules and messaging account |
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CMD |
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Assisting with account opening |
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Assisting with Changing Status or sending events |
List action taken – changed status, instructed to send event increased limit |
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VISA assistance – researching why a card was declined |
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DER inquiries, assistance |
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To review or approve |
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Emailed associate |
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Garnishment, levy, subpoena, reclamation |
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Questions/ assisting with Q2 |
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Tickets, corrections, etc… |
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Approval Needed |
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Identified associates that need training |
List specific training need |
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Verafin questions/ assistance |
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COMPLAINTS |
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Out of money, didn’t receive cash, error, etc… |
Detailed complaint, solution List office |
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Client has difficulty using it regularly, not user friendly |
Detailed complaint, solution |
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Not user friendly, recommendations |
Detailed complaint, solution |
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Detailed complaint, solution List office if applicable |
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Call Center Associate |
Detailed complaint, solution List associate |
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Chat system, hours |
Detailed complaint, solution List associate if applicable |
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Was the client stranded traveling due to warmed card by TR&F? Other debit card complaints (not FALCON related) |
Detailed complaint, solution
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Express Associate |
Detailed complaint, solution List associate if applicable |
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What fees are the client upset about? Processing (credits than debits and largest to smallest)? |
Detailed complaint, solution
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Coupon book, loan statement, billing, online loan app |
Detailed complaint, solution List associate if applicable |
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Complaint about the loan payment portal (not just client error) |
Detailed complaint, solution |
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10 day wait period on loan overpayment and debit cards |
Detailed complaint, solution |
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Retail Associate |
Detailed complaint, solution List location and associate |
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Falcon
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Detailed complaint, solution |
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Detailed complaint, solution List location and associate |
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DISPUTE/ERR RES/PHISHING |
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Processed in Centrix |
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ACH or teller unposted items |
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DROPPED CALL
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Client dropped the call after initially speaking to us |
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DROPPED CHAT |
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Client dropped the call after initially speaking to us |
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FEES |
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Action Taken – Qualified Refunded – Reason or Denied Refund – didn’t qualify |
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Action Taken – Qualified Refunded – Reason or Denied Refund – didn’t qualify |
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Action Taken – Qualified Refunded – Reason or Denied Refund – didn’t qualify |
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Action Taken – Qualified Refunded – Reason or Denied Refund – didn’t qualify |
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Action Taken – Qualified Refunded – Reason or Denied Refund – didn’t qualify |
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Action Taken – Qualified Refunded – Reason or Denied Refund – didn’t qualify |
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Action Taken – Qualified Refunded – Reason or Denied Refund – didn’t qualify |
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GENERAL INFORMATION |
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HOT TOPICS |
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LOANS |
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Any loan where an associate is a signer for tracking purposes |
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Existing and prospecting clients |
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Adding inquiry ID code for loan only client |
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Was this an error or delay? |
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Forms, documents, reverse- reapply, correction, includes cancelling and setting up recurring payments |
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Non CCB payment via LPP |
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Quoting |
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Quoting |
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OTHER SERVICES |
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Enrollment, maintenance, general questions |
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Product information and payments, NOT SALES |
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NOT SALES |
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Notary, medallion, foreign currency, night drop, random non-client questions |
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PHONE/ CHAT TRANSFER |
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Escalated Call |
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Connect to Capital City Wealth: Trust Services, Capital City Wealth: Investment Services, merchant services |
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Client called the office and was routed to us, we connect them back to the office. |
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Client called the office and was routed to us, we assisted them. |
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When we transfer or give client’s treasury management assist number |
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RED FLAG FORM |
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SALES |
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Merchant services, Capital City Wealth: Investment Services, Capital City Wealth: Trust Services, treasury management |
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STOP PAY/ HOLD
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Questions regarding stop payments/ holds/ disputes, editing stop payments/ holds/ disputes due to error or exception
adding stop payment |
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Client is questioning a hold placed may not be a complaint |
List department – mobile, Smart, ITM, Teller#/Office |
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Questioning legal hold |
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TAX INFORMATION |
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UNABLE TO IDENTIFY |
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Enter Office |
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