Getting Started
The majority of cases you will work come through these types of calls, rather than being assigned at the beginning of the day.
Warm Transferred IDAT Calls.
If you receive an IDAT transfer from a CCS agent, you will create and link this within the case, referencing Create a Contact If it's not already there
If the case is too complicated for a one-and-done call, answer the questions you can and advise that “due to the complexity of your case
What is telling the subscriber the RS will reach out in 1-2 business days?
Communicate lunches, break, appointments, PTO, etc. by replying in the Chat window of the ID Advocate Team Transfers MS TEAMS channel.
What is Team Communication Expectations
Due to the specifics of your case, I am going to have a specialist reach out to you within the next 1-2 business days.
What should you tell the sub when leaving their case as Remediation Assignment?
This status you must be in immediately after logging into all systems, while at your desk, and not working on something complicated.
What is "On Queue"
A sub receives a new inquiry showing the credit report
What is an Inquiry case that is one call resolution you can handle
If the inquiry is closed after the initial call, then weeks later more complicated issues come up, you will continue working this part of the case.
45 day follow up
sometimes 90 day if it's not already removed.
Cloud CX, MS Teams, CF Pages.
If the assigned RS did interact with the sub, but is unavailable to speak with them,
What is a good day and time for them to call you back? I can let them know if hopes they have some availability.
Calls are issued to the person in this status who has gone the longest without an answered inbound call through any queue.
What is Idle Status?
If the sub decides they do not have the time to call out to so many merchants, you will create the case and leave the owner as this to be assigned to another agent the following business day.
What is Remediation Assignment
You will be RS for the next four months.
What is the correct expectation a sub should have once the case has been closed.
Always be set to On Queue when you’re at your deskand ready to take calls.
What is being ready to take calls?
This occurs when a case was closed due to no interaction between the assigned RS and the subscriber (the sub never responded to attempts, only responded trying to schedule an appointment, etc.). In this situation, you should take over the case by assigning it to yourself and resolving it while on the phone with the subscriber.
What is taking over an abandoned case?
With the subscriber conferenced on the line, the CCS agent should confirm this has been done, and provide details to the RS to avoid repetition.
What is correct authentication
Check for no other existing cases, reviewing credit report, and ensuring the contact is correct
What is a thorough review of the subscriber's account?
If a case/incident is created during an active call and it is determined the individual is not a victim of identity theft, close the case as this, following the case closure process.
What is closing this case as Unable to Confirm ID theft.
6am-4pm
Monday-Friday
What are the hours for IDAT?
The reason a case was opened was due to a sub stating they had a fraudulent education loan or account
What is creating a case for the remediation assignment and setting expectations?
Correct queues you should have on at all times in office when scheduled for Queue Time.
What are Identity Advocate Team Queue and Identity Advocate Team Fed/Verizon?
If you’re not taking any action during the call (not contacting a merchant), leave a note in this area regarding the conversation and create a task for the assigned RS to follow up.
What is Related field?
If during review of the sub’s account you determine there is more than just Inquiry Alerts & New Accounts, and the case cannot be resolved in one call, you will leave the owner as this.
What is Remediation Assignment?
Remediation assignment
What is a case that cannot be resolved?
The assigned RS will do that, not you.
When handling a Collections case, who is responsible for calling the additional merchants?