Basics
What is the required script for greeting an agent?
Thank you for calling [Help Desk/Escalations]. This is ."
What should you do when accepting an escalated call?
Accept the call and do not provide push back. Gather details, including the PinDrop
What is NOT allowed when asking security questions?
Do not allow multiple answers to security questions.
What should you do if a FI memo is unclear about what activity was verified?
Make a call to verify the activity.
What is the largest continent by area?
Asia
What note should you add for every case you open?
VLRA-FD// Help Desk Call (not as a host memo).
What should you do if the caller failed Social Security Number and/or Date of Birth verification?
Start over with security verification.
What 2 things do you ask the agent, when they call in asking for assistance with Aided Recall?
"Do you believe you have a possible fraudster on the line?" and "What aided recall questions have you already asked?"
There's a vague FI Memo, but it's too late/early to make the call, what action would you take?
Take the Time Zone action and Modify to state: Account reviewed, please make a call on this account.
What is the capital city of France?
Paris
What details should you review before advising an agent?
Whiteboard instructions, case notes, CAP, CIS/Host memos, account activity.
How should you handle escalated calls due to language barriers?
Have the agent warm transfer these calls to the Escalation line and greet the caller, advise them you will be glad to further assist them.
Which circumstances should agents obtain permission to use an alternate form of aided recall?
1. When there is no applicable aided recall criteria
2. If the caller has already failed , or unable to answer, the member/checking/savings number.
What should you do if a FI memo indicates a block has been removed but does not specify what activity was verified?
Make a call to verify the activity.
Which country is known as the Land of the Rising Sun?
Japan
Is management review needed before proceeding with a possible fraudster account, when FI is on the line?
No, proceed without waiting for management review.
What calls may be provided to financial institutions?
Transfers, escalations, and Help Desk calls.
Name two approved aided recall questions the agent can use, if available, that they do no need permission to ask.
1. Recurring
2. Large purchase
3. Frequently used merchant
4. Previous street address
5. Previous travel memo (if not added in the last 30 days and not older than 1 year)
Why is it important to clarify vague FI memos before proceeding?
To ensure that the correct activity was verified and to avoid any potential issues or misunderstandings.
What is the longest river in the world?
The Nile
What should you do if an agent makes an unprofessional comment?
Do not respond to it, and redirect the agent to the account details.
If the Failed Security action was taken by the transferring agent, and CH fails again with you, what do you do?
Do not retake the action if the member fails on the Escalated call, and continue with FS procedure (attempt to make OB Call)
Name an approved aided recall questions you can give permission the agent to ask, if the standard are not available?
1. Current mailing address, OR
2. Mothers maiden name, OR
3. Secondary cardholder's name (agent must ask if the caller shares the account with anyone else and must obtain the SCH's name).
What script should you use if the FI employee passes security verification, and CH is not on the line, for a PF account ?
"We are observing unusual activity on the account. Are you requesting the block to be removed?"
What sport is known as "the beautiful game"?
Soccer (Football)