OLB Procedures
I AM IDENTIFIED AS FRAUD TRANSACTIONS.
YOU TALK WITH ME.
WHAT IS A SMILE?
INTRODUCTION.
WHAT IS GREETING: THANK YOU FOR CALLING COMERICA BANK MY NAME IS.....MAY I HAVE YOUR NAME PLEASE?
WHAT IS OFFER TO ASSIST: HOW MAY I HELP YOU?
WHAT IS COMMIT TO ASSIST: I'LL BE HAPPY TO.......?
PRIMARY VERIFIERS.
WHAT IS FIRST AND LAST NAME AND ACCOUNT NUMBER?
BUSINESS ACCOUNT: BUSINESS NAME AND ACCOUNT NUMBER
WE CANNOT BE UPDATED OVER THE PHONE AT THE SAME TIME.
WHAT IS PASSWORD AND EMAIL ADDRESS?
I AM REQUIRED IN ORDER TO PROPERLY PROCESS A DEBIT CARD ORDER.
WHAT IS VERIFY MAILING ADDRESS AND ADVISE 5-7 DAYS STANDARD SHIPPING?
I AM NECESSARY IF A CUSTOMER EXPRESS DISSATISIFATION OR MAY BE HAVING ISSUES.
WHAT IS EMPATHY?
CLOSING.
WHAT IS FINAL OFFER TO ASSIST? IS THERE ANYTHING ELSE I CAN ASSIST YOU WITH?
WHAT IS OFFER SURVEY?
WHAT IS CLOSING SCRIPT? THANK YOU FOR CHOOSING (CALLING) COMERICA BANK
I AM AN ACCEPTABLE SECONDARY VERIFIER.
I AM REQUIED IN ORDER TO PROVIDE CUSTOMER THEIR USER ID.
WHAT IS EMAIL ADDRESS VERIFICATION AND PENLEY PASSED?
WHAT IS FULL 16 DIGIT CARD, DOB, CVV AND EXPIRATION DATE?
THIS IS HOW YOU BUILD RAPPORT.
WHAT IS USING THE CUSTOMERS NAME?
WHAT IS ASK QUESTIONS?
REVIEW/RESERACH ACCOUNT?
LISTEN/UNDERSTAND?
CUSTOMER IS SENT TO BANKING CENTER
I AM REQUIRED IN ORDER TO VERIFY A BUSINESS SIGNER BEFORE DOING ANY OLB.
WHAT IS RIS?
I AM NECCESSARY IN MULTIPLY SYSTEMS AFTER FILING A DISPUTE OR INVESTIGATION.
WHAT IS NOTATNG THE ACCOUNT IN CONVERGE AND PAYMENTS ONE?
I AM INTENTIONAL LISTENING.
WHAT IS ACKNOWLEDGING, EMPATHY AND DEVOTION?
COMMUNICATION/POSITIVE LANGUAGE.
WHAT IS SPEAK CLEARLY, RESPECTFUL TONE AND PACE, PLEASE AND THANK YOU, ASK VS. TELL, NOT TALKING OVER CUSTOMER?
VERIFICATION THROUGH AUTOMATED SYSTEM
WHAT IS COMERICA VOICESAFE AND OR PAC
I CAN SPEAK TO ANY SIGNER ON THE ACCOUNT WITH THIS PAN.
WHAT IS LEGACY PAN?
I AM REQUIRED IF I AM A UNRECONIZED TRANSACTION BY A CUSTOMER.
WHAT IS FILING AN INVESTIGATION AND CLOSING THE CARD?
PAN, PENLEY, RIS, P1D AND PSD.
WHAT IS COMERICA JARGON?
ACTIVE LISTENING.
WHAT IS FOCUSED LISTENING, PATIENT LISTENING, RESPONSING LISTENING?
AVOID: INTERRUPTING OR RUSHING CUSTOMER, JUMPING TO CONCLUSIONS.