Agnes Victorio

Campaign Version 1.1 Company Name Module 1. DEBIT CARD PAYMENTS Lesson 1. Introduction to Debit Card Payments Objective 1. Define what is a debit card a) Debit card provides access to cardholders funds electronically b) Debit card; electronically; point-of sale; PIN c) Agents are confused as to what’s the difference of a credit card from a debit card. Resolution: Cite 2 similar examples when a customer would use their card for a transaction. Start with the process when cardholders are to use a debit card, followed by the process when they will use a credit card d) Lab Exercise: Q&A Objective 2. To understand the importance of a debit card a) Cardholders does not need to have cash on hand; for security purposes they can use their card for purchases where at times authentication using their PIN is required b) Debit card; point-of sale; authentication; check c) Trainees might point out the disadvantage/s Resolution: Remind the agents to use the advantage/s as a way to balance the disadvantage/s pointed out. d) Lab Exercise: Q&A Lesson 2. ClearTran Unsecured Objective 1. Sign-in to ClearTran Unsecured a) Access ClearTran Unsecured system b) ClearTran Unsecured, ClearTran Secured, Security Deposits, c) Agents are not sure how to log-in to ClearTran Unsecured; Log-in id’s and passwords are not being accepted by the system Resolution: Ensure that agents are observing how you navigate the system before they do it on their own; Check if they are using the correct username and password, otherwise process another password reset for the agent d) Lab Exercise: Ask agents to use their login ID and password to access ClearTran Unsecured; ask a volunteer to demonstrate upfront how to log-in to ClearTran Objective 2. Change ClearTran Unsecured Password a) Personalizing passwords for security purposes b) alphanumeric c) Their new password might not be accepted by the system Resolution: Remind trainees of the parameters when changing their password Proprietary Information 1 Module Content Outline Campaign Version 1.1 Company Name d) Lab Exercise: Ask agents to change their password after initial access and log back to the system using their new password Objective 3. Identify the tabs within the Cleartran Unsecured system a) Add Tab is where we process the debit card payment, Check Tab, Filter Tab, Card Tab are the other tabs within the ClearTran Unsecured b) Add Tab, Check Tab, Filter Tab, Card Tab c) Agents might be confused with the different tabs Resolution: Using the LCD monitor navigate through the system, click on every tab for agents to see the differences. d) Lab Exercise: Agents should navigate through the different tabs after logging in to the system; ask a volunteer to demonstrate upfront how to navigate through the different tabs of ClearTran Objective 4. Sign-out from ClearTran Unsecured a) To be able to appropriately log-out from ClearTran Unsecured system b) Log-out; sign-out c) Agents are not sure how to log-out of ClearTran Unsecured; Resolution: Ensure that agents are observing how you navigate the system before they do it on their own d) Lab Exercise: Ask agents to log-out from ClearTran appropriately; ask a volunteer to demonstrate upfront how to logout from ClearTran Unsecured Lesson 3. How to process a debit card payment Objective 1. Identify cardholders allowed to process a debit card payment a) Primary cardholder, secondary cardholder, power of attorney, authorized user, account manager, ok to speak with b) ClearTran Unsecured, ClearTran Secured, Security Deposits, Primary cardholder, secondary cardholder, power of attorney, authorized user, account manager, ok to speak with c) Agents are confused with the rights and responsibilities of the cardholders/account users Resolution: Review the rights and responsibilities of each users; Remind agents that each task will have a condition as to who are allowed to request for certain changes/processes on an account d) Lab Exercise: Ask the trainees to summarize the conditions regarding callers as to who can process a payment Proprietary Information 2 Module Content Outline Campaign Version 1.1 Company Name Objective 2. Enumerate information needed from the customer to process a debit card payment a) Debit Card Number; account number b) Debit card number c) Agents are not sure where customers can locate the debit card number Resolution: Remind trainees debit card numbers are always printed/embossed in front of the customers card d) Lab Exercise: Q&A Objective 3. Know how to process a debit card payment a) Follow the task “Request Debit Card Payment” from Howto b) Customer ID c) Trainees might get confused with the task since it contains several steps Resolution: Discuss the task per step number d) Lab Exercise: Q&A Objective 4. Appropriately notate account after processing a payment a) Notate your EID, type of payment, and the amount b) EID; Do they need to put the dollar sign before the amount c) Agents are confused what to type under EID, Resolution: remind agents that EID is composed of 3 letters and 3 numbers (i.e.ABC123); Agents are not required to type in the dollar sign d) Lab Exercise: Demonstrate using the IRIS training region on how to notate an account after processing a debit card payment Proprietary Information 3 Module Content Outline