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2. When unblocking for CAP block, you would choose the option of ______ ____.
6. If a customer responded to a smish, we would open an ______ case.
7. We do not put ____ ____ 50’s on certain business accounts.
9. When filing a claim in CIV make sure to read the correct verbatim ______.
12. Customer has unauthorized transactions of $50k, we would complete a _____ __________ form.
14. We go over all accounts that the customer has transaction _________.

1. Joint caller is reporting an unauthorized transaction happening under the other persons credentials, we open a ¬________ case for the person’s whose credentials were used.
3. If a customer is enrolled in Bill Pay and you need to disable the OLB, we do not add an _________ _____.
4. If you are not able to file a claim in CIV because of an error message you would follow the ___ ___ _______ process.
5. If a customer shares their credentials, we read the _____ ______ log-in script.
8. If you cannot hear the customer on the line you would read the ____ ___ script.
10. When verifying a banker, we need to get their ____ ______.
11. If a caller states they are recording the call specialists should read the appropriate Inbound/Outbound script and must _______ the caller to a Team Lead or Supervisor.
13. When enabling OLB through Hogan, you would put _______ in the action field.
15. Don’t forget to edit/change the hard holds after _________ an account over the phone.