DEBIT

CARDS
 AGENDA
1. Vocabulary
2. Hold types
3. Hold release
4. Block types
5. Reissue
6. Call flow
7. Role play
 VOCABULARY
Debit card A debit card lets you spend money from

your checking account without writing a

check.

It allows you use the ATM without a

Banking card
cheking account. The customer can

make deposit or whitdrawals on the

acc using the ATM

 VOCABULARY
POS A point of sale (POS) is a place where a customer

executes the payment for goods or services and

where sales taxes may become payable.

It is a machine that dispenses cash or performs

ATM
other banking services when an account holder

inserts a banking or debit card.

 VOCABULARY
Deposit A debit card lets you spend money from your

checking account without writing a check.

Withdrawals are the most common

Whitdrawal
transaction among ATM cardholders. This

allows them to withdraw cash from their

accounts.
 HOLDS
TYPES
Debit Card Holds can ONLY be removed for one of

the following reasons:

DRU Warm 1-F1 This code indicates that the card can only be

used for ATM inquiries and ATM deposits.

This indicates the card can be used for DRU Warm 2- F2

deposits and the customer will get a letter
DRU Warm 7 and
instructing them to contact Card loss

prevention
DRU Warm 8:

DRU Warm 3 - F3 This code indicates the card can be used for

non-PIN transactions. You aren't permitted to

place this code.

DRU Warm 4 -F4 This code indicates the card can be used for

PIN transactions. You aren't permitted to

place this code.

This code indicates the card can't be used DRU Warm 5 - F5

for check cashing. You aren't permitted to

place this code.

DRU Warm 6 -F6 This code does not impact the card's

functionality. Don't tell the customer this

card status. Transfer to Card Loss Prevention.

 Non-pin
A hold is placed on the

customer's checking

account for the amount

entered in the

merchant's point-of-sale

(POS) terminal. Removing

the hold doesn't prevent

the transaction from

posting
 HOLD
RELEASE
Debit Card Holds can ONLY be removed for one of

the following reasons:

A duplicate hold
exists (same
Merchant and
transaction amount)
The transaction has
already posted to
the account
(Duplicate Posting)
The customer believes
the transaction may be
fraudulent and/or
their debit card May
have been
compromised. (Close
and Reissue the Card)
BLOCK
TYPES
 Lost/Stolen Card
The owner of the New Card Sent
account is calling

to block the card.

Weare able to

send the card if

the customer

request it.
 There are two possibilities on this

Lost/Stolen Card block:

No new Card Sent The owner is calling:

We block the card WHITOUT

sending a new one and the

owner has 7 days to

reactivate it or to ask for a

new one other wise it gets

block permanently

A stranger is calling:

We HAVE TO block the card

permanently, there is no way

to re-activate the card.

PLEASE LEAVE A NOTE.

 EASY LOCK
The owner is calling

to place a temporaly

block on the card.

The customer is able

to block or unblock

the card at any time

even on the OLB.

Ther is not time

restriction.
 REISSUE
You can send a new card in one of the following

reasons:
 REISSUE
NEW CARD DAMAGE

The customer is
The card is not
requesting for a working due to a
whole new card fisical or chip issue
 Debit cards call flow
Opening Set up expectation

ACK / PW Give the resolution to the

Verify the exact problem of customer or transfer the

the card with Probing call if its necessary

questions Offer to the customer a

Verification Process (don't smart option for the next

ask questions related to DC) time

Verify on the system the Recap

correct block type to give Further Assistance

the correct resolution. Closing

 MAGIC SPELL

EMPATHY ACTIVE LISTENING

5 STAR CALL
GOOD VERIFICATION WILLING TO HELP
ROLE PLAY TIME
Let's practice