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Customer Service – Cards

Note: When a customer receives their contactless card, they will be required to make a Chip and PIN transaction before contactless can be initiated.  A chip and PIN transaction will be required after every 5 contactless transactions.  If transaction successful, contactless will be available again. All cards are issued with contactless enabled unless specifically requested.

Note: Customers can view their Card Number, expiry date, CVV and PIN within the Mobile App. See Appendix 8 for details of how the customer can access this.

Digital Wallet – Customers can enrol onto Google Wallet via the Vanquis App. Should colleagues require any assistance they can seek support from the Digital Wallet Support Team by calling Cards_In_CS_Digital_Wallet on Genesys

 

5.8.1 Card Activation

 

Vanquis Bank Customer Operations Service can activate the customer’s card over the Telephone.  The customer must have their card in their possession to activate.  Colleagues will need to firstly identify the type of activation; this can be done by checking if there is a block code on the account.   If a card is inactive and the customer registers for the App then the card will be automatically activated, if there is a block on the account, they will be asked to call in to activate.  Customers can also activate their card using the IVR if there are no account blocks present.

A Failed to contact block code means the Welcome Call was not completed in full with the customer.  Customer Operations Service will need to capture some additional information from the customer.  Colleagues are required to follow the relevant script – ALL G COMBINED FTC Activation Script within Script to screen.

For how to activate a card see Appendix 7

 

 5.8.2 View / Send Card

 

Customers will receive their Card within 10 working days. 

Before a replacement card is issued the colleague will confirm the address is correct. If the address has been changed within the last month/ needs changing Customer Operations Service will check if the customer is calling number from a ‘Trusted Number’ this is done via the ‘trusted Number Tool’ held on the CS Quick Links on SharePoint.  If the number is confirmed as a trusted number, then a card can be sent, if it is not confirmed then a Mitek link will be sent. (See C0S003 for more information on Mitek) a Change of Details referral form should be submitted to the Correspondence Team. If the customer is unable/refuses to complete a Mitek check, then they must send in Proof of Address before a card can be sent.

 

If the customer is requesting a replacement card within 30 days of the account opening, then the agent will follow 5.8.3.  Refer to Appendix 7 for how to view and send a card.

 

Customer Service colleagues will offer a Money Transfer if appropriate, this will depend on the current account status.  For more information on Money Transfers please refer to 5.21.

 

Sending a ‘stopped card’

 

The colleague will check the account notes to ensure the card can be issued i.e., the relevant proof has been received or the block has been removed.  If not, then the card cannot be issued.  If the card can be issued the colleague will release the card via CRM (refer to Appendix 7) if able or complete the ‘Manual Embosser’ referral form if unable to release through CRM, this form is worked by the Correspondence Team.  Refer to SCS001 Correspondence Procedure.

 

5.8.3 Lost / Stolen / not received

 

Customers can report their card Lost / Stolen / not received through the IVR and Vanquis Mobile App.  When reporting through the IVR they will only be transferred to a Customer Service Colleague if:

  • They are unable to successfully identify and verify themselves through the IVR
  • If they do not meet the criteria for a new card
    • All block codes accept ‘G’
    • Proof of address / identity is required
    • It is a third party calling
  • If they have unrecognised transactions
  • If they make an invalid entry / input

If successfully completed, then the customer will receive an SMS confirmation and a new card and/or will be automatically issued. 

Colleagues will confirm if any there is any fraudulent activity on the account by checking the following screens:

    1. OFAL
    2. Transaction
    3. Statements

If any fraudulent transactions are identified, account notes will be updated with the following:

    1. Name of transaction
    2. Date
    3. Amount
    4. Where transaction appears (Statement/Recent Transactions)

 

If there are fraudulent transactions, the call will be transferred to the Front-Line Fraud Team using Genesys – Cards_In_CS_Frontline_Fraud. If the call cannot be transferred the colleague will send the details through via the Fraud referral system located on the Knowledge Tree.

 

For how to report a card as lost (IVR process failed) see appendix 7

5.8.4 Preventing a new card being issued

 

Customer Operations Services may stop a new card being issued if:

  • Proof of Address or Identity is required
    • For example, proof of address will be required if the customer has changed their address and reports their card as lost within the first month of the account being open
  • Customer has requested that the new card is not issued
  • Third party calling to report card as lost
  • Customer fails DPA including additional DPA options

For how to stop a card being issued refer to Appendix 7

 

 

5.8.5 Y62 Reissue failure

 

A ‘Y62’ block will be applied to accounts that have expired and failed the reissue criteria.  Cards will fail to be reissued if there is a block on the account at the time of review, the system will attempt to re-issue a new card, after a number of attempts an automated decision is made to stop trying; a Y62 is added to the account.  The account will close once the balance has been cleared.

 

If a customer calls to ask for a new card or query why the account has been closed / blocked colleagues are able to run the customer details through the ‘Y62 Removal Lookup’ tool, this tool will advise whether the block can be removed allowing the customer to regain the use of their card.  All queries should be directed to a Team Leader in the first instance; Team Leaders may refer to Credit Risk for further support if required.  For how to use the tool refer to Appendix 7.

 

5.8.5.1 Account Re-Opening – Post Persistent Debt completion

 

Requests to re-open a C08 closed account are made via the CRA Manual Amendment form.  This is for customers who have completed the Persistent Debt process and had their account closed in error because they have failed the re-issue process. All CRA Manual Amendment requests are now processed through Respond. Please submit and escalate to your Team Leader.

Full Details on the CRA Manual Amendment process are here:

Customer Ops –  CRA (Credit Referencing Agency) Manual Amendments 

Customer Ops Service –  CRA (Credit Referencing Agency) Manual Amendments 

 

5.8.6 Additional Customers (cards)

 

Customers can request an additional card for an appointed person providing they meet the specified criteria and complete the relevant identity checks through Mitek (see Customer Service Knowledge Tree).  The primary card holder will assume all responsibility for the repayments for the spend for this card.   This additional card holder’s credit rating will not be adversely affected. 

Note: The Additional customer will not be able to discuss the account on behalf of the Primary Customer.

For how to add and remove an additional customer see Appendix 7.

 

 

Customer Service - Cards

Customer Service - Cards

5.8.7 Chip and signature

 

Vanquis Bank will issue a Chip and Signature card at the request of the Customer; this will enable the customer to sign for their purchase rather than enter a PIN.  These requests should be processed as a Reasonable Adjustment Request.  Please refer to COS007 Vulnerable Customers for how to raise a Reasonable Adjustment Request. 

5.8.8 Returned Card

 

These are cards received and destroyed in the post room.

Card Activation

Standard Activation (no block code)

 

  1. The card can be activated by clicking on the “Cards” tab in CRM and clicking ‘Activate’

 

Note: Additional account holders are unable to activate their card, VBG requires the primary account holder to call in to activate. 

 

Failed to contact Activation– block code G66 / G67

 

The script will guide the colleague through the call, the colleague will need to:

  1. Confirm DPA
    1. First name and surname
    2. Post code
    3. Date of birth
  2. Set up a security Password
  3. Confirm and update the contact details for the customer
  4. Discuss the Marketing options for customers who have requested to be opted out
    1. Marketing flags can be updated from the Customer Service drop down menu / marketing indicators
  5. Confirm the customers statements date, if the payment due date is not suitable for the customer the colleague will change it for a more appropriate time of month.
  6. Confirm the interests for the card
  7. Remove the block code from the account
    1. In the Action field, type ‘BLCK’ and press enter twice
    2. Tab to BLK code and space through ‘G’
    3. At the top of the page type page 8 and press enter
    4. In BLK 1 U/C field space through the ‘66/67’ and press enter
  8. Activate the card by clicking on the “Cards” tab in CRM and clicking ‘Activate’, if the customer has not received their PIN, then a reminder will be sent
  9. Advise the customer of the Credit limit
  10. Promote the Automated Service and the Mobile app
  11. The colleague will update the Agent Notes on CRM

No Welcome Call Direct Debit Required Block Code G/G2.

 

The ‘ GG2/3 No Welcome Call Activation Script’ within Script to screen should be followed

  1. Within this script, there is a link to ‘CONC Data Capture Survey’ which needs to be clicked to capture and submit this additional information.
  2. The GG2 block indicates that a Direct Debit is required on the account, so the Direct Debit scripting needs to be followed.
  3. To set up the Direct Debit, hover over the ‘Payments’ tab and click on ‘Direct Debits’
  4. Click on ‘Add Direct Debit’
  5. Click on ‘Bank Wizard’
  6. Enter the customer’s 6-digit sort code and 8-digit account number and click ‘Check’ to validate.
  7. If the details are validated, then continue. If the details are not valid then the Associate is unable to proceed with Direct Debit set up.
  8. Copy the customer’s bank details and enter them into the ‘Direct Debit Details’ field and enter the Account holder name/s.
  9. Select the customer’s choice for Direct Debit Flag option from the dropdown choices: Minimum Payment, Full Balance Payment, Fixed Amount Payment or Percentage Payment
  10. Click ‘Save Direct Debit’
  11. Read the Direct Debit Confirmation screen to the customer.
  12. On CRM click on the ‘Cards’ tab located on the front screen of the customer’s account
  13. Activate Card – Click on the ‘Activate’ button on the ‘Cards’ Tab
  14. Card is now activated and ready for use.
  15. On CRM hover over the ‘Service’ tab and click on the ‘Account Home’ link
    • In the Action box, type “BLCK” and press enter twice
    • Tab to BLK Code and space through the” G”
    • Go to page at the top of the screen and type page 08 then press enter
    • In BLK 1 U/C box space through the” G2” and press enter
  16. Update Agent Notes on CRM appropriately
  17. Once any final questions have been answered, the customer should be transferred to the recorded message or Hybrid to give them some additional information about their card. Should the customer not wish to be transferred to the Hybrid then the colleague should offer to read this information to the customer.

        No Welcome Call No Direct Debit Required Block Code G/G3

 

The ‘GG2/3 No Welcome Call Activation Script’ within Script to screen is to be followed

  1. Within this script, there is a link to ‘CONC Data Capture Survey’ which needs to be clicked to capture and submit this additional information.
  2. On CRM click on the ‘Cards’ tab located on the front screen of the customer’s account
  3. Activate Card – Click on the ‘Activate’ button on the ‘Cards’ Tab
  4. Card is now activated and ready for use
  5. On CRM however over the ‘Service’ tab and click on the ‘Account Home’ link
    • In the Action box, type “BLCK” and press enter twice
    • Tab to BLK Code and space through the” G”
    • Go to page at the top of the screen and type page 08 then press enter
    • In BLK 1 U/C box space through the” G3” and press enter
  6. Update Agent Notes on CRM appropriately
  7. Once any final questions have been answered, the customer should be transferred to the recorded message or Hybrid to give them some additional information about their card. Should the customer not wish to be transferred to the Hybrid then the colleague should offer to read this information to the customer.

 

 View / send Card

Viewing Card sent

 

To View the time and date the card was issued:

 

1. On CRM hover over the ‘Service Tab’ then click ‘Account Home’

Customer Service - Cards

2. Type ‘CEMB’ or ‘VEMB’ in the ACTION field

Customer Service - Cards

3. Select the card you wish to view and enter an ‘x’ into the box and press enter

4. Press ‘Enter’ to go to page 03

5. The ‘MAILER DATE’ at the bottom left of the page will show the date that the card was sent

Sending a new card

 

  1. Access ASMW 01 screen and type in CEMB in the ‘ACTION’ field.
  2. Press Enter twice – this will take you to the ARME 02.
  3. On the ARME 02 screen tab down to the “ACTION” field and type in a 3.
  4. Press Enter.

 

If the card has previously been stopped (‘0’ in action field and no mailer date on card), enter a ‘1’ into to “ACTION” field. 

 

Reporting a card as lost / Stolen / Not received

 

To process the block:

  1. Enter LOST in ‘ACTION’ field from the ‘ASMW’ home page
  2. Press Enter twice – This will take you to AZLS 01. Enter “X” in SEL field next to card you wish to report as Lost.
  3. Press Enter – This will take you to AZLS 02.  Complete fields in AZLS (Lost and Stolen Tracking):
    1. “BLOCK CODE” = Enter “L”
    2. “TYPE OF LOSS / DATE” = Enter “Type of Loss” code in first 1-digit field
      1. 0 = Lost
      2. 1 = Stolen
      3. 2 = Not Received
      4. 6 = In possession but cancelled due to fraudulent activity

 

    1. “TYPE OF LOSS / DATE” = Enter date of loss in 8-digit field. (DDMMYYYY)
    2. “COUNTRY OF LOSS” = Enter 3-digit country code.
    3. “LOSS LOCATION” = Enter 1 digit “Loss Location” code.
    4. “PIN COMPROMISED” = Enter 1-digit code.
      1. 9 = PIN not compromised and will not change
      2. 1 = PIN compromised and new will be sent
    5. “NEW CARD” = Enter 1-digit code
    6. 0 = Create new embosser record (Default)
    7. “REPLACEMENT CARDS” = Leave as it is (00)
    8. “POLICE REFERENCE NUMBER” = Complete if relevant
    9. Press Enter.

 

A new card will be generated and received within 7 to 10 working days. Customer Service colleagues will offer a Money Transfer if appropriate, this will depend on the current account status. 

 

Prevent a card from being issued

To stop the card being issued:

  1. Hover over the ‘Service Tab’ on the CRM home page and click on ‘Account Home’
  2. Type ‘CEMB’ in the Action Code field
  3. Type ‘S’ in the SEL field next to the current card (always make sure that the embosser name matches the account holder name)
  4. Over typing the ‘L’ with a ‘0’ in ACTION / # CARDS REQ field.

Sending a stopped card

 

    1. Hover over the ‘Service Tab’ on the CRM home page and click on ‘Account Home’
    2. Type ‘CEMB’ in the ACTION field.
    3. Type ‘S’ in the SEL field next to the card that needs issuing
    4. Tab down to the ‘ACTION / # CARDS REQ’ field and input a ‘1’ in the field. Press enter.
    5. If there is no change to the current page and the message ‘Action of 1 or allowed only if NBR outstanding and the last plastic are zero’ appears, then refer for a Manual Embosser Request.

 

 

Reissue Failure

 

  1. Enter the Account details into the ‘Y62 Removal Lookup’ table, the form will supply one of the following outcomes:
  1. No Re-issue
    1. Y62 or expiry longer than 2 years ago – Customer’s card expired more than 2 years ago and failed re-issue. Unable to re-open
    2. Permanent Block e.g., IPA, DMA – Customer has a block that means their account will close. Unable to re-open.
    3. Over Limit / Delinquent / Block – Customer was OL, Delinquent or Blocked during re-issue period. Unable to re-open
    4. Adverse External Information – Unable to re-open due to external bureau data. Customer should check their credit file
    5. Internal data – Delinquent in last 6 months – Unable to re-open due to internal data / account performance
    6. Internal data – Financial Difficulty in last 6 months – Unable to re-open due to internal data / account performance
  2. Re-issue
    1. Expiry Block caused incorrect Y62 – Customer had block but this should not have stopped their card. Account can be re-opened
    2. Issue a new card if required.
  3. Re-issue – I&E (Income and Expenditure capture / review)
    1. No Negative Attributes – Able to re-open subject to successful I&E

Re-opening ‘C 08’ block following PD completion

 

Adding an additional Account holder (Card only)

 

  1. Check the customer meets the set criteria
    1. Yes – issue a 356 letter, the customer will need to complete the form and return to Customer Services, PO Box 399, Chatham, ME4 4WQ
      1. Advise customer that the Third Party will be required to complete a Mitek request to be added as an additional customer. Upon receipt of the 356 letter the Correspondence Team will generate the Mitek request. The colleague must check with the caller that the Third Party will be able to complete the Mitek request (have access to a smartphone, Passport/DL etc.)

 

    1. No – If Account does not meet criteria required contact customer to advise.

 

Adding an Additional Customer (Correspondence Team only)

 

NOTE: If the form has not been signed or is incomplete contact the customer and re-send letter 356.

  1. The colleague will check that the account meets the required criteria
    1. If the account does not meet relevant criteria the customer will be contacted to advise.
  2. Colleague will issue the 3rd party with a Mitek link so we can verify their identity.
  3.  
  4. Mitek Failed
    1. The third party will need to supply proof of identity and address. Go onto FV, LZER screen and order letter number 360 inserting into the variable 1 field ‘additional cardholder’.  In ASMW add a note advising Additional Cardholder failed Mitek – 360 letter sent.  The correspondence colleague may need to complete a URU Check to verify proof of identity.  See ‘Using Prove URU’ section below
  5. Using the Prove URU website update the name and surname field (1st part of form) of third party then update either the details of the driving license; passport or International Passport on the URU screen. Click ‘Authenticate’.  For the URU check to be successful there needs to be √ in all boxes. (The website is located on Internet Explorer through favourites)
    1. Passed –authentication number is recorded in CRM; the Additional Customer can be added. See point 6 below
    2. Failed – If there are any ‘X’s then the customer will be contacted to check the details, if unable to contact letter 356 will be re-issued notes will be added to reflect the outcome.
  6. Mitek Passed or Identity Documents received and approved. 
    1. From the Account home (ASMW) page action code ‘2CH’ will be entered and notes added to confirm the additional customers name, the authentication code is added to the notes. Press enter. 
    2. Type ARQB in ‘home field’ and highlight the long number from CUSTOMER NBR field, press ctrl +C to copy.  Type ARAE enter organization number 113 & account number and ‘/’ in the card number field press enter.
    3. On the ARAE 02 (account embossing) screen in Embossing Field 1 enter the Additional account holder’s name (title / first name / last name).  
    4. Paste the customer number into the ‘CUS NBR’ field and type 201 into POS Service.  Press enter x 9 – Skipping pages cannot be done.   ARME 00 Pin and card sent automatically. Press enter twice.
    5. A confirmation letter (358) is sent.

 

Removing an additional Account holder

 

Note: Only the Primary Account Holder can make this request.

  1. On CRM hover over the ‘Service Tab’ then click ‘Account Home’
  2.  
  3. Type ‘CEMB’ in the ACTION field. Leave appropriate notes and press enter twice
  4.  
  5. Type ‘X’ in the SEL field next to secondary customer’s card. Always check the EMBOSSER NAME of the card you are stopping. Not checking could result in blocking the primary account holder’s card instead of the secondary customer’s one.  Press enter twice
  6.  
  7. On page 03, tab to ‘Block Code’ field and put a ‘C’ in the field and press enter   
  8. Request removal of authority from Salesforce via Correspondence Team.  Go to CS quick links and under referrals click on “Request Removal of 3rd Party Authority on Salesforce” 
  9. Complete referral form and submit.  Process complete. 

 

 

Returned Cards

Customer has returned their card.

 

  • Account has a balance:
    • Check the account / estimated interest add block Y43. 
    • Send CGL ‘332’
  •  Account has no balance:
    • Check the account balance and estimated interest = 0.  
    • Add ‘C’ block and send CGL letter ‘301’
    • Leave a CS Note

 

Refer to Account management for how to add a block and send a letter.

 

No request to close

  1. Call the customer to discuss.  If unable to contact after one attempt send letter 017
  2. Leave ‘CS’ note

Card returned by Bank/ATM

  1. Contact the customer to advise we have received a returned card.  If unable to contact after one attempt send letter 017
  2. Check their address and re-issue card if required
  3. Process the card as lost / stolen.  
  4. Leave a ‘CS’ note

 

Card returned by unknown source

  1. Process the card as lost / stolen 
  2. Leave a ‘CS’ note.  

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