We have the ability to unlock Bill Pay, guide the client through the service, answer questions regarding payments, manually add default payment accounts and deactivate payment accounts, and provide Bill Pay support phone numbers to the client.

• Bill pay Phone number: 1.866.645.0855 

We can discuss loan options and direct the client to ccbg.com to apply. Have the chatter contact an office or Bank Direct if issues arise. 

• If applicable refer to Capital City Home Loan (CCHL) if the potential client has questions about applying for a mortgage, use the wrap-up reason "Sales" while also creating a Synapsys Referral Event (from me to me).

Verify the chatter to answer questions regarding their mortgage. 

*May refer to CCHL if chatter has questions about applying for a mortgage either by emailing corporatereferrals@cchl.com with client information or giving chatter CCHL contact information. Wrap up as sales and enter Synapsys referral (from me to me). 

We may answer specific questions about an existing mortgage loan, or refer to CCHL if inquiring about a new mortgage loan.

*May refer to CCHL if chatter has questions about applying for a mortgage either by emailing corporatereferrals@cchl.com with client information or giving chatter CCHL contact information. Wrap up as sales and enter Synapsys referral (from me to me).

 Verify client if unauthenticated.  Chat associates are able to waive fees, based on the account history and our fee waiver guidelines, For a loan client requesting late fee/ other fee refunds, contact the loan officer on the loan via email before submitting the Synapsys event request for the fee to be removed. If lender is Ben Cleaveland or has no lender - use Override/Approval quick step email template to send to SupervisorCSC. 

NOTE: DO NOT OFFER A REFUND unless the client requests one. DO NOT OFFER unprompted refunds.

*For Merchant Errors:

• Clients must reach out to the merchant for refunds before we offer a credit back. Merchants should be responsible for fees incurred by merchant error. If merchant credits the funds back we can waive fees as Merchant Error. We will also accept a letter on letterhead from the merchant. 

We can discuss account options and information. Direct the client to ccbg.com for additional information and the ability to apply/open a new account. 

• Note: When closing the chat, use the wrap-up reason "Sales" while also creating a Synapys Referral Event (from me to me)

We are able to provide basic information, but please refer to an investment associate.
Use sales wrap for referral. 

• Note: When closing the chat, use the wrap-up reason "Sales" while also creating a Synapsys Referral Event to CCI representative. 

1. Verify the name of the chatter matches the name on the card.
2. Verify the last 4 digits of the card.
3. Verify recent transactions with chatter to eliminate the risk of fraud. Inform client what was recently attempted. 
4. If transactions can be confirmed, approve the transaction(s) by clicking on the Status shown in REDi and change the card from C to A (red thumbs down to green thumbs up).

Educate the client that text messages are legitimate and responding acknowledges the attempt on the card/change card status as needed.

Verify chatter according to the Chat Identification Procedures. 

1.  Verify the name of the chatter matches the name on the card.
2. Verify the last 4 digits of the card.
3. Verify recent transactions with chatter to eliminate the risk of fraud. Be sure to tell the client of the recently attempted transactions so they are aware 
4. If transactions can be confirmed, approve the transaction(s) by clicking on the Status shown in REDi and change the card from C to A (red thumbs down to green thumbs up).

Educate the client that text messages are legitimate and responding acknowledges the attempt on the card/change card status as needed.

Verify the chatter.

 Agent may then warm the card accordingly. Please educate client that they are able to do this within their BOL if applicable. 

• Note: If you are unable to identify the chatter but there is an urgent fraud risk, an agent may place the card in the warm status to protect the bank/client. (Determine the last 4 digits of the card). This also makes sense to do in situations where it is not the cardholder. If it can protect the client/ the bank, let's warm it. 

Verify the chatter. Agent is then able to status card to hot. Educate client that we will be unable to reactivate the card once it is cancelled. Proceed with status of card to HOT and ordering a new one or offering instant issue locations. 

• Note: If you are unable to authenticate chatter but there is an urgent fraud risk, the agent may warm status the card on a case by case to protect the bank/client. (Determine the last 4 digits of the card). 

Using Passport, proceed with the status change, but also make clients aware that they can also change the status within their BOL account. 

• Note: Determine the last 4 digits of the card number for accuracy. 

Educate client that we will be unable to reactivate the card once it is cancelled. Proceed with status of card to HOT. Ask client if a new card would like to be ordered or instant issue locations. 

• Note: Determine the last 4 of the cards number for accuracy 

• Verify the transaction in question. 
• If client declined the transaction (responded NO), the card will show as blocked (red thumbs down) in REDi Verify. 
  • In Passport, change the status from C- Card Blocked REDi to HOT.
• Order a new card or direct the client to an Instant Issue office.
• If the transaction in question shows in the account, complete a Centrix dispute.

We are able to raise Debit Card limits, and should have them attempt the transaction before closing the chat. Debit card limits should be closed within the required three hour window.  During busy chat times, it is allowable to direct the client to call Bank Direct for assistance to maintain debit card limit security. We are able to double the limit at max ($7,000 for consumer, $10,000 for business). 

• Assist the client by placing the travel notification in REDiVerify using the dates and location of travel.
• After placing travel rule, educate the client on how to submit this request using their BOL service. Advise them that the request may take 24 hours to fulfill.

Assist client with payment and provide the link to www.myaccountaccess.com to allow the client to make their credit card payment online in the future. We may also provide the phone numbers of Elan if needed or requested. If the client is experiencing difficulty, direct them to contact Bank Direct or their local office for assistance.
Phone: 1.800.558.3424 - Consumer Cards.
Phone: 1.800.552.8855 - Business Cards.

If there are no changes to be made on the checks, please reorder for the client and inform them of the cost. Educate the client on going forward how they can use the "quick reorder" option within online banking, under Services.

*Please advise the client that there is a 10 day delay on check orders being placed if there is an address change. 

Be sure to read attentively for maximum efficiency. 

• "Hear" the whole issue the client is describing before attempting to resolve or problem solve.
• Consider all solutions, and the steps to complete them, before responding to the client (for example: for a debit card issue, make sure that the card in question actually belongs to the person with whom you are chatting).

• Provide clients with as much helpful information as possible to provide the best service. 
• Be thorough in your work and ensure that maintenance is completed, all steps for resolution are complete and we have attempted to educate the client. 
• Offer Products and Services that may benefit the client rather than simply solving the problem.

When researching information, check in with the client every 2 minutes of hold time.

For client-initiated dormant interaction:

• At 2 minutes, use the breevy "Are you still there?"
• At 3 minutes, use the breevy "I haven't heard from you in a while..."

• Remember to breathe before we type to help avoid escalation.
• Consider empathy vs. sympathy by using "we" statements instead of "you" statements.
• Attempt to connect with the client by acknowledging their upset, reassuring them that you can be of assistance, and personalizing your interaction with the client.

• Always state your name in the greeting and ask for the client's name. 
• Use the client's name a minimum of 2 times during the chat. 
• Refrain from hold times exceeding 2 minutes. Use breevy's to fill in the hold times. 
• Always ask the client if there is anyting further we can do for them before wishing them off. 
• Use the survey link when appropriate to engage client feedback. 
• Offer additional products and services that apply to the client's needs. Be sure to wrap up any "sales."