Security
Most calls will use this security process ?
3 pieces + MFA
All new accounts have this hold
15 day redemption hold
This system is used for account lookup, balances, transactions, and history, and is a core tool.
What is Eliza
This is when you are silent for more than 10 seconds
Dead Air
We can never do this to a call no matter how difficult or angry a caller is
Hang up
An Alternative to sending an MFA code for security what other security process is there?
Asking for 5 pieces of security
When callers ask why money is not ready yet, reps need to explain the difference between a trade date and this later status.
availability
This pair is taught together for accessing uploaded documents and submitting transaction or maintenance requests.
Imaging and E-Forms?
when opening the call you want to make sure you. correctly do this so the customer knows they call the correct line.
Brand the call
If a caller request to speak to a supervisor what needs to be done to facilitate that.
Fill out the Call escalation workflow in the team chat
in all of the different security processes what is always required with no exceptions ?
First and Last name of the caller
New address and New banking restrictions can be waived by getting this and sending it in.
A notary
You can not do any transactions in this system, it is only for account information, it is more detailed than Eliza
GSAP
Before transferring a call you should do this.
Ask if there is anything else you can do before you transfer them
Customer service Reps should use this skill to prevent a caller from spining out.
de-escalation
Before sending the MFA code What pieces of security do we need to get.
First and last name
Account number + last 4 of SSN or Full SSN
DOB
Money that is contributed to the account from someone that is not the Account owner or the bene will have this hold on it.
10 Business day hold (Gift Hold)
In Eliza you can find Prepaid cards listed here
All Pay Instructions
This kind of transfer is where the rep speaks to the second rep, shares context, and introduces the caller before handing the call off.
Warm transfer
The main risk in a rushed call is not just giving the wrong answer, but missing this earlier step entirely.
security
When following the 5 pieces of security process this is something you are required to ask for but not required to get if already given the account number.
The last 4 of the SSN
If a contribution by the Bene has the trade date of Monday, when will the funds be available to pull out of the account
the next Wednesday
This system would be used to submit a stop and reissue.
Eforms (Problem Resolution form)
what are the 4 components of a succesfull dead air or hold set up and return
Request permission
Provide a time frame
Provide a reason
Acknowledge imposition
A caller is being verbally abusive to you, yelling and using foul language you should do this.
let the caller know if it continues you will need to transfer the call to a supervisor.