Across
- 2. look up information and processes here during work time
- 5. prevents future transactions through certain methods (checks, ach, recurring debit)
- 7. last 5 digits and Exp date or non-cycled transaction amount
- 9. handles our incoming calls and guides us with KYC
- 10. customers have a backup account or two so that this service keeps them from most $36 fees
Down
- 1. relying on emotional iq and experience to detect potential fraud
- 3. handles customer requests for researching or returning incorrect or fraudulent transactions
- 4. placing yourself in the customers point of view
- 6. customers can choose to use this service or not, if they do it could cause $36 fees
- 8. the call flow model, conversation guide