Security Operations

2. Referral submitted when reversal fails for master card
3. occurs when a new, renewal, or reissued card is mailed but never received and used without customers permission (Refer to PRO1002443)
4. your hold time is equal to or greater than 4 minutes, an extended hold time will be scored as a __ (REF1001046)
7. Pend case for _ business day(s) to ensure that the loss type is complete. (PRO1002443)
9. Do not rebill if cm never disputed charge and receives this letter. Submit a RR to recoveries for rebill.
12. Must be completed before disclosing any account information.
15. Credit Card that has been printed, altered, embossed, and/or encoded so it appears to be a valid card. Account closure type should be updated to ___ (Refer to PRO1002443)
16. if during call there is less than 10 seconds of dead their will be ___ on score (PRO1055360 )

1. DOB, Last 4 ssn, Security password
5. Screen in Rumba that allows you to update closure type of security cancelled card
6. Complaint capture rate should be at least __%
8. expressions of dissatisfaction will not be considered a Complaint Ex)"I'm upset that you cannot tell me how my card was compromised!" (COP1013206)
10. Once in chargeback, you can only process a __ if the cm accepts charge as valid OR a merchant return is present
11. __ seconds or longer both process and FCIM cards will be scored as a 0.
13. Failing to answer call within 10 seconds will result in a ___ quality (REF1001046)
14. ___ will be scored as an incomplete if hold time is greater than 3 minutes but less than 4 minutes 1 instance on call.(REF1001046)