CSR Phone Script/Guidelines
What is the basic opening for E4E?
Thank you for calling <E4E Relief or Program Name>. This is <Your Name>. How may I assist you?
Applicant calls in to inquire about eligibility for an event, what are the steps you need to follow?
1. Verify their employer
2. Ask the applicant for a brief summary of what happened to them, to see if they have an eligible event.
3. Using the program parameters, see if they fit into a qualifying event based of what they are explaining.
4. From here we will be able to set the expectation for the documentation they will need to be able to provide.
5. If we have determined they DO NOT have a potential qualifying event. We still want to make sure we make them feel that we are here for them once they do experience a qualifying hardship.
What are considered "Application Submission Issues"
Whether the app cannot save the changes, they are experiencing a reCAPTCHA error, or if the page is not loading.
Who is E4E?
E4E Relief has been the leading provider of unique, charitable business solutions to respond to crisis and hardships quickly and efficiently.
How long will a transaction remain in pending?
Generally, it takes about 3 to 5 business days to process a transaction, although it can take up to 10 business days or longer.
There are 3 ways you can look up an applicant within D365, what are they?
1. RSP Number
2. First and last name
3. email address
What are the specific parameters you need to pull up when you are verifying and applicant's employer?
1. Program Eligibility Info
2. Employment Verification
3. Decline Reasons
4. Event Information
5. Expenses
6. Grant Specialist How-To
7. Inactive Funds
8. Inactive Funds
9. Inbox Assignments
10. International
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"A fundamental change in the way people think about their relationship between a company and its employees" is part of the E4E Relief's Vision or Mission
Vision
Why does "Payment Failed" happens?
Incorrect billing name, address, or zip code.
What does it mean if the application status shows as "Additional Info Required":
Waiting on additional information before decision can be made.
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You want to make sure the caller is using the correct browser, what is it?
Special Box!
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(True or False) For escalations you should advise the applicant to send an email to program inbox detailing their escalation, and if they wish to do so, they can request a call back as well.
True
(True or False) You should not ask the applicant for a brief summary of what happened to them, to see if they have an eligible event
False
(True or False) Our application doesn't work well with smart phones and is not easy to navigate if someone doesn't have a personal computer to use.
False
Secret Question
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(True or False) Money sent with Zelle is typically available to the recipient within minutes.
True
(True or False) We should look closely at the notes not only to help assist the applicant better, but also to help us frame any questions we may have once they have shared their concerns.
True
How would you ask the applicant for the brief summary of what happened in order to determine if he has an eligible event they may qualify for.
“Can you please give me some details on what you are experiencing so I can see what eligible events you may qualify for?”
What are the troubleshooting steps you need to follow if the applicant gets routed back to first page when trying to submit their application.
1. Check your internet connection.
2. Check that the documents they have attached so far aren't bigger than 10MB each
3. Clear Cookies/Cache. Exit browser and reload.
4. Check the internet connection.
What are the E4E Relief Programs?
DISASTER ASSISTANCE
HARDSHIP ASSISTANCE
When the recipient is not registered with Zelle at the time of the transfer,how long will it take for the recipient to have access to the funds?
up to 1 to 3 busines days