Escalations/PA
The tab in Facilitator to select when creating an escalation.
what is the "Escalation" tab?
This is what "CPI" stands for.
Collateral Protection Insurance
This is CPI's call back number
what is 1-888-228-9735?
In Ready Reference, this is the tab you select to access Facilitator.
what is "Additional Case Information"?
This is the number of attendance points available to employees.
what is 6 points?
The extension to dial for a deceased borrower.
what is 1295?
The name of the FAQ that all Outbound calls begin with.
what is "Introduction Scripting"?
This person is the Epiq Contact Center Manager
who is Michael Martin?
This tab displays a breakdown of a borrower's reimbursement.
What is the Policy and Remediation tab?
The daily quota for Outbound accounts to be worked in one shift.
what is 70 accounts?
True or False: It is never acceptable to read a PA's FAQ, even if you think it will answer the customer's questions.
TRUE
Any FAQ's labeled "PA" are to be given ONLY by a Project Attorney.
How a customer's identity is verified.
what is their full name and DOB?
This is written in giant bold letters above the main entrance/exit to the call center.
what is "Until It's Done"?
This is where the borrowers DOB and SSN can be located.
where is "Borrower Loan Information"?
The amount of time that passes before new employees can begin using their Sick Time.
what is 90 days?
True or False: the customer's name has changed so we create an escalation for the Claims team to make the correction.
FALSE
When a customer's name has changed, direct them to the website www.wellsfargo.com/cpipayments where they can locate the Name Change Request Form, fill it out, and send it back to us.
This is the word that all Outbound agent's notes begin with.
what is "OUTBOUND"?
This is the common theme among all of the conference room names?
What is Wine/Alcohol
Octomore- scotch whiskey
Full Sail- beer
Rainier- beer
Sangria- wine punch
True or False: If our records show an incorrect DOB, SSN or last name, we navigate to "Create New Phone Contact" and proceed to enter in the correct information as a brand new contact.
FALSE
Never change the customer's information directly. Gather the correct information from the borrower and create an escalation to have the information updated.
The amount of time a Written Warning remains in place before falling off.
what is 30 days?
The status an escalation is given when an Agent needs to address missing information required to complete the request.
what is "Ready for Callback"?
Complete the sentence in this FAQ. "Collateral Protection Insurance (CPI) is an insurance policy that protected borrowers and Wells Fargo* when a borrower......
.... did not have their own comprehensive and collision auto insurance."
The number of miles between the earth and the sun.
what is 93,000,000 miles?
Explain how to reissue 2 checks on the same account.
Reissue one in the Check Reissue tab.
Then open Facilitator in a separate tab and navigate to the Check Reissue tab, select Check Reissue Request and proceed to reissue the 2nd check.
Name the 5 items that are not allowed on the Call Center Floor.
- cell phones
-food
-non spill-proof containers
-paper
-pens/writing utensils