Fraud Investigation
Fraud score that would indicate a fraud investigation is required
What is "50+"
If by the ___ day the cx does not respond the claim will be closed/denied
What is "10"
Sections included in a note
What is "Reason for contact, Actions Required/Information Provided, and Next Steps"
Other name for Tremendous
Action taken when claim requires internal support
What is "escalate"
If you suspect a cx is fraud what actions should be taken?
What is "Inform a TL" and "Escalate to Tier 3"
Cx states the product has been defective since purchased. They do not have a manufacturer warranty. We would...
What is "Refer cx back to merchant"
When should we leave a claim note?
Whenever we touch the claim or make contact with the customer.
What is "Approved" and "Reviewed".
SLA stands for...
What is "Service Level Agreement"
Steps taken for a high fraud shipping protection claim
What is "Contact Carrier, Contact merchant, and Request Police Report"
Section of contract that determines which section of the terms and conditions to use
What is "Plan Category" or "Category"
What two things must be accompanied with an escalation
What is a "claim note" and a "follow up"
Steps taken after approving an Oura ring claim
What is "Leave a claim note and escalate to Tier 2"
Name all of Extend's Leadership onsite
Where to go to find out why Kaley has given that customer a specific fraud score
What is "Fraud Report"
We only need to email the customer if we ___ the claim or have had _____
Deny; previous communication with the cx
Notes are required to document
What is "Customer interactions, Adjudication Decision, Reason for follow up, reason for escalation, and Instruction from Team Lead."
An attribute of an approved claim within the Extend Portal that reflects information related to the fulfillment method. It represents the replacement or repair service to fulfill an approved claim
What is "Service Order"
What two pages should we always be checking when adjudicating claims
What is "Non-standard" and "Adjudication Exceptions"
What do we ask the merchant when we contact them
What is "shipping information" and "if they assisted the customer".
Name 5 things to consider when adjudicating claims
Reasons to follow up on a claim
What is "Shipping reminder for repair items, Shipping reminder for replacement, Check status on active unfilled claim, and Check status on a request for additional information."
Name all types of repair and replacement
Tremendous, VC, Product Replacement. Onsite, Depot, Product
Name one internal agent
Sei decides