Tasks
From Alpha what is K stands for?
King
Where do we escalate Supervisor Calls?
CRT
What is the Hierarchy for verify a caller?
16 digit card number, SSN o Full name with zip code.
What is our main tool?
Empath
What is the task identifying warm or cold transfers?
Transfer a call using one communication
Is Fraud Identity warm or cold transfer?
Cold Transfer
What is the third party disclosure?
This call is being recorded for security purposes.
How can we ask for support?
GURU Chat
How many days is the Standard Shipping?
4-6 business days
Where do we report Disputes?
Transaction Support Center (TSC)
If the Caller's name does not match the account name, what do check next?
Name on the card
Where do we request a letter?
Real Time Fulfillment (RTF)
What are the information needed before transferring the call to TSC for disputes?
What is the department for deceased customer?
Estate Probate
Who is more powerful, POA or AU?
POA
What is the tool to handle calls to our customer and from our customer?
One- Communication
What are the complete possible reasons why payment are being on for OTB hold payment?
Returned payments, Past due, Over the limit, Significant change on the amount of the payment, Change of bank details, Newly opened account.
How do we complete a cold transfer using One-Comme?
Add call > Department > Dial button > Merged > Leave call
How many users do we have?
5
How many tools do we have?
5