Addresses
The customer's physical address is displayed as ___________ Address in CTI
What is Customer
The Security Guidelines Worksheet turns WHAT COLOR when properly verified?
What is GREEN
The application used to perform maintenance, including Address and Phone Changes.
What is MAX
If the customer lives in Florida, but they opened their account in Illinois, which state would we choose to review for proper information on the Disclosure of Products and Fees resource?
What is Illinois
What does DEC stand for?
What is Deliver Extraordinary Care.
The customer's Mailing address is displayed as _____________ Address in CTI
What is Account
One point of verification can be having the customer verify their most recent __________ on their account.
What is transaction
Choose this to make an address change in Max.
What is Maintenance
The type of question that our customers would be able to locate on our website
What is General
The first part of our call flow is the __________
What is Warm Welcome
Always read the address back to the customer before performing the maintenance to ensure what
Security Verification for a customers address change is considered this level of risk.
What is High Risk
If we update a customer's phone number, our systems update immediately. However the IVR doesn't recognize the updated phone number until when
What is the next morning. It updates overnight.
The type of Question that is an inquiry, in which we would access the customers profile to make a change or request
What is Account Maintenance
What other ways do we have to access a customer’s account if the IVR does not automatically populate the customer’s profile?
What is search by SSN, Account Number, Phone Number or CIS number
Once you have clicked____________, the updated address will appear under the field "Current Customer Address" and on appropriate screens in CTI
What is Send to Host
The application used to verify a customer's CVV code on their Debit Card
What is HOST FDR, a subsection in HOST
When making an address change, we must verify if the customer would like the address changed on _______________ accounts
What is multiple
The name of the Manual you should always have open to assist and guide you through your call
PPM, The CCC Policies and Procedures Manual