Login
Support
Operations
Other
Call Flow
100

What is the system we use to get into the office?

What is PDK

100

What is the name of the Teams Channel to reach out to when you need assistance?

What is the "Customer Service"Chat

100

What "Aux" should you be in when you start your shift at 8AM? 

What is Available? 

100

What is title of your Role?

What is Customer Relations Specialist 

100

What is the greeting?

"Hi Thank you for calling foursight, my name is _______, how can I help you today?" 


"Hi this is ______ with Foursight Capital, how can I help you today?" 

200

What is the User name to get into the computer?

What is First.Last Name

200

Who can you reach out to when you need help? 

Team lead, Team, or Rachel

200

How long are your breaks and your lunch? 

What is 15 minutes and 1 Hour 

200

What is your Managers name? 

What is Rachel

200

How many pieces of information do you need to gather when taking an inbound call? 

What is 3. 

300

Where do you clock in for the day? 

What is workday

300

What can you give to someone when you are grateful for that person? 

What is Appreciate 

300

When going to breaks and Brb's which "aux" should you be in? 

What is Break

300

Who is Correspondence? 

What is Clarice 

300

When doing a call back, what information MUST you get from the customer? 

What is the Customers Full Name 

400
How early can you clock in? 

what is 7:55AM 

400

When is it acceptable for you to hang up on a caller?

What is when they are being rude, when they are swearing, when they are being impolite. 

400

What is the minimum score you need on QA to bonus? 

What is 95% 

400

How do we help someone lower interest? 

What is we don't they would need to refinance elsewhere 

400

When an account is 36 days past due, where should you transfer them to? 

What is "AM" (Account Management) 

500

How do you get to the MyLearning link for training? 

What is go to the link that Keyan sent, 

or go to the Quicklinks on Citrix and select myLearning Link

500

How do you log into Citrix? (Step by step, Walk through) 

Go to Citrix on Desktop > Desktops > Windows 11 CU "Open" > Log in > Okta 

500

Where would you transfer someone who is 90+ days past due? 

What is Skip

500

What do you do with an Active BK account?
What do you do with a discharged BK account?

What is Transfer to BK

What is Handle the call like normal

500

When a borrow comes on the line, that was not previously on the call what MUST you read in Full? This also MUST be read on all outbound calls

What is the Mini Miranda 

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