Day 6
Claims that are reflected in the 'Action Required' filter include claims with status of "___" or "___".
What is "In Review" and "Approved"
How many days does a customer have to report the stain kit did not work?
What is 30 days
Service type for Misc-Dispatch
What is "Onsite Repair"
Required before discussing claim/contract information with a caller
What is "Shipping address, Email address, cx name, and phone number".
Score needed to pass evals
What is "85%"
Different replacement options
What is "virtual card, tremendous, and product replacement"
Other name for Tremendous
What is "Direct Payment"
Possible servicers for mattress claims (the ones that were on the slide only)
What is "SAW, AHM, Proto-Poli, and US Quality"
Cx unable to access their MyExtend account. You would leave the note on the ___ and the note category would be ___
What is "contract" and "MyExtend troubleshooting"
Deandre's lunch order
What is chili, slim jim, and chocolate milk
Customer has a 90 fraud score and filed a claim for accidental damage. What steps should be taken per the fraud investigation?
What is "Request/Review photos and research contract/claims"
Confluence page used to determine the servicer
What is "AID: Servicer and Parts provider Matrix"
___ repair claims require you to make a service order in Extend AND a work order in the servicer portal
What is "Depot Repair"
Who should the assignee be if you escalate a claim?
What is "YOURSELF"
Name 3 internal agents
Sei decides
List different steps of adjudicating a shipping protection claim
Contract/Claims history, Fraud risk score, Claim related dates, Shipment information, Claim incident, and Photo review
Claims can have multiple ______ but NOT multiple _____
What is "service orders" and "fulfillment actions"
What do you do if Velofix is not available within the cx zipcode
What is "Assign to MISC"
Reasons to Tier 1 a contract
What is
Request for Cancellation
Request for Restoration
Missing Contracts
Contract Refund
Name 3 things that would get a claim DENIED per T/C
Sei decides
List the different steps when adjudicating product protection claim
Contract/Claim history, Fraud risk score, Merchant exceptions, Claim related dates, Claim incident, MFW, T/C, Photo review
What steps should be taken after approving an Oura Ring claim
Escalate to Tier 2; Leave claim note follow up for 2 days
Which Ashley merchants can be service by Ashley
What is Ashley-Reguard and Ashley- Global Retailing
What is required during call closing?
What is "Valued Extend cx, Recap, and Survey"
Name everybody that has come into our classroom
What is Clifford, Brandon, Deandre, Sarah, Justin, Jordan, Jessica, Shonteeya, Stephany, Carmen and Reggie