PEGA
Always press this before going home for the night to see if you have any open interactions.
What is my work?
What validation method does a member need to come in to get their member number over the phone?
What is none?
What button in PEGA do you press to open up service requests?
What is +add tasks?
What should follow after a member passes OTP?
What is screenpop education?
What other name is DAPHNE known as?
What is community?
A member call in SPV on their personal account but wants to talk about their business account. What do you press to carry over the validation?
Member accounts-->account title-->corresponding individual ID below under individuals on this account
What typical validation will you see in T1/T2?
SPV, OTP, secondary, verID and signed written requests.
A members card got chewed up by their dog. What reason do you use under the plastic card SR?
What is damaged?
Promise of service should be ___ and ___.
What is specific and offer assistance?
Orange is to break as light blue is to ___.
What is Lunch?
Under 999999021, who is the PO of the account they are joint on?
Who is Mickey Mouse?
VerID questions can be reattempted __ time(s) in a 24 hour time frame?
1 time
A members new address is 25 characters long. What SR should you place to update it?
What is update contact information?
If a member calls in angry or upset, we should ___ ___. But if they pay off their auto loan we should be ___ ___ ___.
What is demonstrate empathy and sharing the moment?
Admin time is usually ___ minute(s).
What is 10 minutes?
Under what section will you find the link to verify insurance status in PEGA?
What is collateral summary?
Searching for a member using their SSN means you use which validation after OTP fails?
What is VerID?
What SR does a JO place to close the share they are joint on?
What is nothing? PO needs to close the share.
Proper hold etiquette should include these three things:
What is Explain Reason for Hold, Ask permission and Thank when returning?
What path do you follow to check your adherence?
What is Report-->Schedule adherence-->My daily adherence?
When refunding NSF fees, what should be in your wrap up notes?
What caused the fee (DCU error / Member error), Why fee refund was approved or denied, Amount refunded, list solutions discussed, Any actions that were taken by the member to act on options provided and If the refund required TL approval, include the name of the TLA, TL, or Manager that approved the decision.
True or false, when asking secondary questions, if a member doesn’t know the answer, secondary questions should be closed and reopened to generate new questions.
What is false?
A member has an ACH set up (per green notes in XP). What SR would you place to make changes?
What is ACH?
What two things should be in your Wrap up & Proper Closing?
What is Offer additional assistance Pleasant closing or set up transfer?
What is the current adherence goal?
What is 88%?