Verification Clarification
There are red flags on a call like the mane not matching gender, voice not matching age, or caller lets slip that they are not the account holder
What is a suspicious caller?
The caller has questions about an existing Fraud case in which they only recieved a partial refund.
The caller has questions about an existing Fraud case in which they only recieved a partial refund
The caller has questions about a loan.
What is a referral to MS/Loan department?
This is who I call for help on a call finding information, but I will keep the call.
What is Help Desk?
A very strong example of this is “I would be more than happy to see what options we have available today to assist with your concern.”
What is an ownership statement?
These are the only 2 pieces of information that can be missing to proceed with a digital wallet verification
What is mother’s maiden name and email address?
The caller tells me a different address than what we have in the system.
What is we need to offer an address change?
The caller wants to know why an account/card was closed.
What is Closed account process flow/scripting?
I would call 1-888-918-7250 if I were leaving early/calling off/requesting to apply approved FMLA time.
What is the call off/Attendance line?
This is the first thing I say when someone NEW gets on the line (other than the initial caller).
What is 3rd party consent?
The system didn’t let me into the account, but the caller gave answers to everything.
What is failed authentication?
A cardholder has made a Credit Card Payment but they don’t know why the available balance doesn’t reflect that payment.
What is the payment posted date?
The caller wants to know about the Rewards on a credit card.
What is the Rewards department?
This is who I call with any Flex requests/outages/system issues (1-888-918-7390).
What is the POC?
Since I don’t have access to a system for a call, this is who I call after I reach out to HD to assist with the caller on the line.
What is the Service Desk (NOC)?
This is the rule for how to verify the caller’s name to access the account.
What is the first name and last name must match exactly as it shows on the account?
This is the process we must follow when we notice a trend or error with a specific credit union, such as the CU number not working.
What is contact POC with details/CIDs/Screenshots?
This is who I refer a caller to if they have questions on credit reporting.
Who is MS/Credit Bureau?
This is who I call if I need to transfer a call to a supervisor.
What is Help Desk?
This is a way to avoid a deduction for dead air
What is setting expectation?
When verifying into a business account, this is the name that you must select in UAD or in the drop down in TNW.
What is the name of the actual caller?
The Cardholder has questions about why their online banking is showing one balance and the statement is showing a different balance.
What is the difference between the current balance and the statement balance?
A parent is calling about their minor, but the parent is not listed on the account.
What is referral to have account holder call?
This is who I call when I need help with my system, RSA, or a password reset. There are 3 numbers I can call: 727-655-9245, 800-761-7728, or 888-638-7728.
What is the Service Desk (NOC)?
This is the question we have to ask on every call regardless of who we are talking to before we state the closing.
What is probing / “Is there anything else I can assist you with today?”