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ID & V ok s/c a/c: Query: Action: Outcome:Resolved
Branch Person's Name: Branch Location: Clearway No: Id & V'd By Branch:yes Daily P/w Confmd:yes CIS Number: Query: Action: Outcome:Resolved
CC Person's Name: CC Location: Turret No: Id & V'd By CC:yes Daily P/w Confmd:yes CIS Number: Query: Action: Outcome:Resolved.
ID only s/c a/c: Query: Action:Handoff CT as non olb query Outcome:Handoff CT
- FAILED SECURITY**
ID & V Failed s/c a/c: Query: Action:Cust failed security...Referred cust to branch with 2 pieces of identification Outcome:Refer to Br.
- NON MEMBER CALL**
s/c a/c : Query : Action: Membership suspended, Please send non member letter Outcome: Assigned to non member worklist
- NON MEMBER CALL WITH PINSENTRY**
s/c a/c : Query : Action: Checked the details...confirmed the last 4 digits of the debit card...also had access to the debit card pin.. Membership suspended...trf to Onshore Outcome: trf to Onshore
- ADD BUSINESS TO PERSONAL**
Query: Need to Add Business CIS to the Existing Membership. Action: Checked the details...checked that the business is not there on the existing membership no....hence added the CIS to memship no....on branch request CIS Name: CIS Number: Sort Code: Account No: advied that the cust will be able to see the business on his OLB
- REGISTER FOR OLB WITH PASSCODE**
ID & V ok s/c a/c : Query: Cus unable to register for olb/ Cus wants to register fr olb. Action: Checked details.... confirmed address ... captured cust email address...advised the mem word...Demo link. Outcome:Resolved.
- REGISTER FOR OLB WITH PINSENTRY**
ID & V ok s/c a/c : Query: Cus unable to register for olb/ Cus wants to register fr olb. Action: Checked details.... confirmed address ... captured cust email address...registered the cust with Pinsentry....Security link Outcome:Resolved.
- CUST ALREADY REGISTERED FOR OLB**
ID & V ok s/c a/c : Query: Cust wants membership details Action: Checked the details....Informed the cust that already reg for olb.. Gave mem no ...also checked address ... ordered a passcode... advice mem word....Demolink Outcome:Resolved.
- ORDER PASSCODE**
ID & V ok s/c a/c : Query: Cust unable to login to olb /Cus wnts passcode for olb. Action: Checked the details...Cust locked out of olb.....Checked address...order passcode and advice mem word...Demo link Outcome:Resolved
- CUST WANTS THE MEMBERSHIP NO**
ID & V ok s/c a/c : Query: Cus wnts to have the memship no. Action: Gave the memship no ...Save membership no Outcome:Resolved.
- INSTANT ACESS LATER**
Checked address and Advise the cust about Instant Access procedure to order passcode online..advise mem word as the cust will order it later....Demo link
- CUST IS NOT ABLE TO LOG IN WITH PINSENTRY**
Id & V ok s/c a/c : Query: cust was not able to log in Action: Checked the details....cust was locked out of OLB....reset the fail count...save membership no....checked the cards....cust was able to log in Outcome: All resolved
- CUST IS NOT ABLE TO LOG IN WITH PINSENTRY GETTING EC 1100**
Id & V ok s/c a/c : Query: cust was locked out of OLB Action: Checked the details....cust was locked out of OLB...reset the fail count...save membership no....checked the cards....cust was not able to log in...getting EC 1100...also getting a fail count...trf to Onshore Outcome: Trf to Onshore
- SCAM EMAIL NOT REPLIED**
ID only s/c a/c : Query: Customer received scam email but not replied. Action: Advised cust. to forward it to internetsecurity@barclays.co.uk & delete the mail from the system...also to run an anti virus....gave fraud disclaimer Outcome: Resolved
- NAME AMEND**
ID & V ok s/c a/c : Query: Cust called to inform surname changed. Action:Checked the details..... also checked the maiden name... Updated the name on M.T.and R.B.....i name my a/c Outcome:Resolved
- MISSING PAYMENT**
Query: Cust had made a payment which the beneficiary did not recived Action: Checked the details...checked that not a barclays payment...also checked that the payment has not reverted back in the a/c...advised the cust that can setup a trace.
Is this the membership number used to make the payment : YES
Name of the beneficiary the payment should have gone to: Beneficiary phone number: Beneficiary contact name (for companies): Sortcode and Account number debited: Sortcode and Account number credited (if known): Name of account credited (if known): Sortcode and Account number the payment should have gone to: Reference used: Correct Reference should have used: Payment amount: £ Date payment debited a/c: Was this a future-dated or immediate payment? IMMEDIATE / DIARISED If future dated when was payment set up ?
CUSTOMER CONTACT DETAILS - Phone number(But do not promise a call back): Gave the call reference to customer.
Outcome:Assign to Payments Worklist
- HAND OFF ATM**
ID & V ok s/c a/c: ,203200,40521914 Query: Cust had locked her pin with the card reader Action: checked the details....cust had locked her pin with pinsentry....hand off ATM Outcome: hand off ATM
